Nasim Billins
Rochester,NY
Summary
Dynamic and dedicated customer service professional with over four years of experience in healthcare, retail, and call center environments. Proven track record at Strong Memorial Hospital enhancing guest experiences through effective communication, problem-solving, and compassionate service. Skilled in meticulous data handling, process improvement, and multitasking within fast-paced settings—successfully streamlining workflows, reducing wait times, and elevating service quality. Recognized for professionalism under pressure, adaptability, and a strong commitment to client and member satisfaction. Adept at building trust, resolving issues efficiently, and contributing to a positive, team-oriented environment both in person and remotely.
Overview
6
6
years of professional experience
Work History
Guest Services
Strong Memorial Hospital
Rochester, NY
02.2024 - Current
- Collaborated with team members to deliver efficient guest services, reducing wait times for attractions.
- Promoted efficient communication between departments, resulting in seamless coordination of guest services efforts.
- Increased overall efficiency by implementing process improvements that streamlined workflows within the Guest Services department.
- Supervised a team of guest services associates, fostering a supportive work environment that encouraged professional growth.
- Collaborated with other departments to provide comprehensive guest services and deliver outstanding hospitality experiences.
Contact Center Representative
Maximus Federal Services
Rochester, NY
03.2023 - 02.2024
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Managed high call volumes while maintaining a positive customer experience and satisfaction levels.
- Documented customer interactions in CRM system to ensure accurate record-keeping and follow-up actions and use for reference in training.
- Collaborated with team members to identify process improvements, enhancing service.
- Adapted quickly to changing policies and procedures, ensuring compliance with company guidelines during operations.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Service Team Leader
Wegmans Family Food Markets
Rochester, NY
04.2020 - 10.2023
- Led service team to enhance customer satisfaction through effective communication and problem resolution.
- Trained and mentored staff on operational procedures and best practices, fostering a collaborative environment.
- Implemented process improvements that streamlined service operations, reducing wait times for customers.
- Monitored inventory levels and coordinated product replenishment to ensure optimal stock availability.
- Developed schedules for team members, optimizing coverage during peak hours to enhance service efficiency.
- Collaborated with management on strategic initiatives aimed at improving overall store performance and customer experience.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Home Health Care Assistant
Elite Choice Home Healthcare Services
Rochester, NY
09.2020 - 03.2021
- Provided compassionate personal care and assistance with daily living activities for diverse client needs.
- Developed individualized care plans in collaboration with healthcare professionals to enhance patient well-being.
- Fostered strong relationships with clients and families, enhancing communication and support during care transitions.
- Evaluated care strategies regularly, recommending adjustments to optimize patient outcomes and satisfaction.
- Participated in ongoing training sessions to enhance caregiving knowledge and skills consistently.
- Transported patients to appointments and errands, ensuring punctuality and safety during travel.
Education
High School Diploma -
School of The Arts
Rochester, NYSkills
- Skilled in meticulous data handling and privacy protection
- Expertise in enhancing customer experience through effective communication
- Compassionate and professional guest interaction
- Strong problem-solving and conflict resolution abilities
- Composed under pressure
- Proficient in prioritizing tasks under pressure
- Effective task delegation
- Quality control management
Timeline
Guest Services
Strong Memorial Hospital
02.2024 - Current
Contact Center Representative
Maximus Federal Services
03.2023 - 02.2024
Home Health Care Assistant
Elite Choice Home Healthcare Services
09.2020 - 03.2021
Service Team Leader
Wegmans Family Food Markets
04.2020 - 10.2023
High School Diploma -
School of The Arts