NICCOLE WOODSON
Chester,VA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Robert Half Staffing Agency (PetalCard)
Richmond, VA
09.2024 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Reviewed customer applications for credit card approval.
- Analyzed and verified financial information to ensure accuracy of application data.
- Responded to inquiries from customers regarding their credit cards and accounts.
- Resolved disputes over billing errors or unauthorized charges.
- Communicated with internal departments on any changes in customer accounts.
- Maintained accurate records of customer interactions and transactions.
Eligibility Specialist
Lingo Staffing (MAXMIUS)
, VA
09.2023 - 02.2024
- Ensured accurate eligibility determinations through discrepancy resolution in client applications
- Liaised with multicultural individuals regarding application steps
- Validated and certified documents according to government standards
- Reviewed applicant data in accordance with guidelines to assess eligibility for economic assistance
- Determined eligibility criteria for applicants
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Analyzed financial information provided by applicants to verify income levels.
Customer Support Specialist
RevenueWell
, IL
01.2022 - 10.2022
- Handled client inquiries efficiently
- Ensured efficient handling of client concerns through informed responses
- Handled high-pressure situations with composure
- Provided device diagnosis support to users
- Implemented technical solutions for device problems
- Delivered real-time assistance to everyday users
- Provided phone consultation to identify user issues
- Executed server updates to mitigate potential threats.
- Provided solutions to technical issues through email, live chat and telephone
- Regularly ensured high levels of customer satisfaction
- Handled 30+ inbound customer calls and email inquiries
Administrative and Office Specialist
John Tyler Community College
, VA
08.2014 - 01.2022
- Utilize SIS/PeopleSoft software to update account information
- Provided information on available options to resolve problems
- Maintained office supply levels through strategic ordering and management
- Collaborated with vendors, contractors, and services personnel to coordinate orders
- Handled visitor greetings professionally, communicated arrival details timely
- Streamlined record management process
- Routed calls and delivered messages to staff promptly
- Arranged meeting spaces and materials for efficient gatherings
- Managed project-specific data entry tasks in the ImageNow database
- Ensured meticulous tracking of procurement processes
- Ensured timely and accurate task completion amid changing assignments
- Educated staff on organizational vision and objectives to enhance employee performance
- Enhanced collaboration among departments through effective change management
- Streamlined all travel logistics to ensure seamless coordination
- Maintained comprehensive documentation systems for effective record-keeping
Customer Service Representative
AT&T
Memphis, TN
09.2009 - 05.2013
- Utilized troubleshooting skills to solve various HVAC, electrical, plumbing, exterior issues, etc
- Track Customer interactions in and follow up with issue to resolution
- Assisted Customers with understanding the various service offerings which would best suit their needs
- Resolve Customer complaints and billing errors
- Regularly recognized for selling new products or upselling additional products to existing Customers
Customer Service Representative
Verizon
Norfolk, VA
01.2007 - 08.2009
- Communicate with Customers by telephone or in-person to provide information about products or services, take orders, cancel accounts, or obtain details of complaints
- Document Customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Investigated the validity of complaints, determined root causes, and created actions plans to prevent it from occurring in the future
Education
Bachelor of Science - Psychology
NORFOLK STATE UNIVERSITY
Norfolk, VA05-2026
Skills
- Meeting Planning
- Team Oriented
- Computer Savvy
- Ability to Multi-Task
- Office Management
- Great Communication Skills
- Positive Motivator
- MS Office
- PeopleSoft
- Onboarding coordination
- Spreadsheet management
- School records monitoring
- Customer and client relations
- Filing and data archiving
- Videoconference preparation
- Travel coordination
- VoIP
- Chat support
- Solution Focused
- Firewalls and endpoint security
- Hardware and software configurations
- Troubleshooting abilities
- Technical support background
- Application installations
- Technical Troubleshooting
- Software upgrades
- SalesForce
- Zendesk
- Faxing Paperwork
- Administrative support
- Multi-line Telephone Systems
- Inventorying
- Document management
- Procurement
- Complaint resolution
- Data Entry
References
References AVAILABLE UPON REQUEST
Timeline
Customer Service Representative
Robert Half Staffing Agency (PetalCard)
09.2024 - Current
Eligibility Specialist
Lingo Staffing (MAXMIUS)
09.2023 - 02.2024
Customer Support Specialist
RevenueWell
01.2022 - 10.2022
Administrative and Office Specialist
John Tyler Community College
08.2014 - 01.2022
Customer Service Representative
AT&T
09.2009 - 05.2013
Customer Service Representative
Verizon
01.2007 - 08.2009
Bachelor of Science - Psychology
NORFOLK STATE UNIVERSITY
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