Nichelle Mcatee
Memphis ,TN
Summary
Experienced Customer Service Associate with over 10 years of experience in Customer Service . Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Manicurist
Goulds Spa & Salon
Memphis,TN
08.2023 - Current
- Enhanced client satisfaction by providing personalized nail care services, including manicures, pedicures, and nail art.
- Increased customer loyalty through exceptional customer service and maintaining a clean, sanitary workstation.
- Boosted salon revenue with upselling of additional services such as gel polish applications and paraffin wax treatments.
- Streamlined appointment scheduling for improved efficiency and maximized client attendance.
- Promoted salon''s brand by participating in community events showcasing our nail services to potential customers.
- Maintained inventory management systems for efficient ordering of supplies, reducing waste and ensuring availability of necessary tools at all times.
- Established rapport with clients through active listening skills, understanding their preferences, and making suitable recommendations based on their needs.
- Contributed positively to the salon''s reputation by consistently receiving positive reviews from clients both in-person and online.
- Grew repeat client base through effective marketing and customer service.
Patient Care Coordinator
MyEyeDr.
Bartlett, TN
03.2023 - 08.2023
- Maintained confidentiality of patient data and condition to safeguard health information.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Merchandiser
Acosta
Travel
03.2021 - 12.2022
- Planned and coordinated product availability for advertising and promotion purposes.
- Answered customer questions regarding store merchandise, department information and pricing.
- Established strong vendor relationships to maintain and support business.
- Verified products appeared at correct locations in proper quantities.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Drove client retention, managing engaging merchandise presentation to motivate impulse
Omni Supervisor
JC Penney Co Inc.
06.2011 - 03.2021
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
- Used POS system to process sales, returns, online orders and gift card activations.
- Provided exceptional services and pleasant shopping experiences to retail customers
- 'Managed over 70 customer calls per day
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Tracked and prepared quarterly reports of sales goals to management.
- Analyzed equipment breakdowns using various troubleshooting methods.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
- Consistently met quarterly sales goals and increased customer retention rate year-over-year.
- Audited and documented all processes and procedures for new accounts department.
- Maintained compliance with company policies, objectives and communication goals.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Provided information regarding charge accounts and loyalty programs.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Specialist
Luxxotica
Memphis, TN
07.2015 - 01.2018
- Organized work to meet demanding production goals with 99% success rate.
- Examined incoming materials and compared to documentation for accuracy
- Inspected final products to assess compliance with quality standards and established tolerances.
- Answered average of 70 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Certificate - Cosmetology Education
Empire Beauty School
Memphis TN01.2013
Diploma -
Kirby High School
Memphis, TN05.2005
Skills
- Planning and Coordination
- Microsoft software proficiency
- Written Communication
- Relationship-Building
- Interpersonal Communication
- Good listening skills
- Staff Training
- Inbound and Outbound Calling
- Complaint resolution
- Multi-line phone talent
- POS systems expert
- Stocking and replenishing
- Stock management
- Technical Support
- Professional telephone demeanor
- Money handling abilities
- Customer Accounts Management
- MS Office
- Computer skills
- Computer proficiency
- Appointment Confirmation
- Scheduling
- Medical Filing
- Insurance Verification
- EMR Systems
- Patient Records Management
Timeline
Manicurist
Goulds Spa & Salon
08.2023 - Current
Patient Care Coordinator
MyEyeDr.
03.2023 - 08.2023
Merchandiser
Acosta
03.2021 - 12.2022
Customer Service Specialist
Luxxotica
07.2015 - 01.2018
Omni Supervisor
JC Penney Co Inc.
06.2011 - 03.2021
Certificate - Cosmetology Education
Empire Beauty School
Diploma -
Kirby High School