NANCY SCHMIDT
Manalapan,NJ
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Real Estate Sales Associate
Keller Williams/West Monmouth Realtors
01.2016 - Current
- Developed strong relationships with clients by providing exceptional customer service and timely communication.
- Conducted open houses to showcase properties, generating interest and attracting potential buyers.
- Streamlined the closing process by coordinating inspections, appraisals, title work, and other necessary documentation in a timely manner.
- Communicated with clients to understand property needs and preferences.
- Managed multiple transactions simultaneously with attention to detail and organization, meeting all deadlines consistently.
- Maintained an up-to-date knowledge of local market trends, allowing for accurate pricing recommendations for clients.
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
- Provided guidance to first-time homebuyers, ensuring a smooth process from beginning to end.
- Negotiated favorable contract terms for clients, resulting in successful closings and increased client satisfaction.
- Prepared comprehensive comparative market analyses for clients, helping them make informed decisions about their property''s value.
- Assisted clients with preparing their homes for sale by offering advice on staging and minor improvements that increase value.
- Maximized property exposure with professional photography services, eye-catching marketing materials, and targeted online advertisements.
- Coordinated appointments to show marketed properties.
- Collaborated with fellow real estate agents to share listings and find the perfect match for both buyers and sellers.
- Maintained connections with clients to encourage repeat business and referrals.
- Presented purchase offers to sellers for consideration.
- Reviewed market research data and changed sales plans accordingly.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Reviewed property listings, interviewed potential clients, accompanied clients to properties and effectively communicated condition of sales.
- Prepared and presented contracts and other legal documents to clients.
- Coordinated appointments to show tenants and buyers prospective homes.
Customer Care Representative III
CMC Energy Services, Inc.
05.2020 - 01.2025
- Handling complex customer inquiries, escalated issues, and technical questions that require in-depth knowledge of energy services, billing systems, and company policies, often acting as a subject matter expert to resolve customer concerns effectively, while maintaining a high level of customer satisfaction.
- Deliver scripts that describe products or services in order to engage and inform and educate customers to complete enrollment and schedule service appointment(s) by phone.
- Explain products and services and answer general customer service questions
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Perform other duties as assigned; i.e., voice recordings for IVR prompts, initiating automated calls, and provided reports to managers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Communicate clearly, effectively and respectfully, in speech and writing with internal and external customers
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Assist Customer Care Supervisor and Manager with mentoring and training other Customer Care Representatives
- Utilized CRM systems to accurately track customer interactions and update account information.
- Resolve general customer service and scheduling issues including level one and level two escalations
- Logged call information and solutions provided into internal database.
- Escalate issues and inquiries as appropriate
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Mentor Customer Care associates to ensure staff is performing effectively and at their highest potential to achieve program goals and grow the organization
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Provide administrative support to associates and upper management
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Excellent analytical, personal, and interpersonal skills
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Ability to work independently and as part of a team in a fast-paced environment
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Care Representative Tier II
CMC Energy Services
04.2019 - 05.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Care Representative
CMC Energy Services
03.2018 - 04.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
Sales Associate
Primark Corp, USA
01.2016 - 01.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Retail Banking Teller
Santander Bank
01.2012 - 01.2016
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Fostered strong relationships with clients through personalized interactions, leading to increased loyalty and repeat business.
- Improved operational efficiency by assisting with regular audits and updating internal process documentation where necessary.
- Promoted a positive banking environment by consistently delivering friendly, professional service.
- Increased transaction accuracy with meticulous attention to detail and adherence to banking policies.
- Managed daily cash drawer balancing tasks, maintaining an accurate record of all transactions processed throughout the day.
- Deposits, cash checks, withdrawals, etc.) by orally communicating with the customer and referring them to someone for added assistance
- Placed orders for supplies for daily use for both teller and platform as well as call for assistance for branch repairs
- Balance out the ATM weekly and cash drawer daily while keeping up to date on new procedures using the bank's databases
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Education
Interior Design -
UNION COUNTY COLLEGE
CRANFORD, NJSkills
- Listing presentation
- Property valuation
- Cold calling
- Contract preparation
- Honest and ethical
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Scheduling
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Staff training
Accomplishments
- Collaborated with team of 10 in the development of PSEG Energy Efficiency rebate programs.
- Generated more than $1.5 million in real estate sales revenue, thus far, in 2025.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Leadership Experience
- Have been a member of Clean Ocean Action for over 10 years.
- Member of the New Jersey Association of Realtors and the National Association of Realtors.
- Member of Monmouth and Ocean County MLS.
- Trained and received certification for BSP (Building Science Principles).
Certification
- OSHA Certified
- Building Performance Institute
Languages
Greek
Elementary
Interests
- Crafting and DIY Projects
- Community Cleanup
- Avid Reader
- Fundraising Events
- Interior Design
- Road Trips
- Needlepoint, sewing, and crochet/knitting
Software
Salesforce
Five9 soft phone
Timeline
Customer Care Representative III
CMC Energy Services, Inc.
05.2020 - 01.2025
Customer Care Representative Tier II
CMC Energy Services
04.2019 - 05.2020
Customer Care Representative
CMC Energy Services
03.2018 - 04.2019
Real Estate Sales Associate
Keller Williams/West Monmouth Realtors
01.2016 - Current
Sales Associate
Primark Corp, USA
01.2016 - 01.2018
Retail Banking Teller
Santander Bank
01.2012 - 01.2016
- OSHA Certified
- Building Performance Institute
Interior Design -
UNION COUNTY COLLEGE
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