Nichelle Sampson
Kyle,Texas
Summary
Knowledgeable customer service professional with a solid background in customer service and communication. Proven ability to manage customer interactions effectively and resolve issues promptly. Demonstrated skills in handling high-volume calls, emails and internet chat while coordinating with service departments to ensure customer satisfaction.
Overview
2025
2025
years of professional experience
Work History
Content Moderator
Tiktok
12.2023 - Current
- Moderate thousands of live interactions to ensure safe, engaging, and inclusive platform experiences
- Applied platform policies to uphold community standards and resolve sensitive situations effectively
- Fostered positive interactions to encourage user participation and loyalty
- Leveraged platform analytics to refine live content strategies and maximize user engagement for each host by 32%
- Diffused challenging interactions while maintaining a professional and approachable demeanor.
BDC Manager
Onion Creek Volkswagen
03.2021 - 08.2023
- Recruited and trained five BDC sales and service representatives adept at delivering exceptional customer service while meeting KPI
- Analyzed buying profiles of telephone prospects to tailor sales approaches that lead to a lead conversion rate of 12%
- Generated and analyzed daily, weekly, and monthly performance reports, including individualized call results for internet staff
- Contributed to dealership management meetings to share insights and support business strategies.
- Managed multiple communication channels, including phone calls, emails, and online chat platforms, ensuring prompt responses to customer inquiries.
BDC Lead - Service
Covert Buick GMC
10 2014 - 03 2016
- Managed and distributed sales and service leads within VIN Solutions, optimizing lead allocation for increased sales opportunities
- Leveraged proven sales techniques to successfully convert service leads into auto sales, boosting revenue and customer loyalty
- Mentored and trained BDC representatives in sales and customer service strategies, enhancing team performance and customer interactions
- Provided backup support for service cashiers, ensuring seamless operations during peak times
- Managed escalated customer service issues with 100% resolution success rate, fostering trust and satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving service inquiries.
Education
Bachelor of Science - Paralegal Studies
University of Cincinnati
Cincinnati, OH06.2007
Certifications Microsoft Certified Professional - Software Asset Management -
Microsoft
Cincinnati, OH08.2007
Computer Forensics And Electronic Discovery -
Hamilton County Prosecutors Office
Cincinnati, OH02.2007
Skills
- Proficient computer user and knowledge of internet
- Dealership CRMS and platforms: Vin Solutions, XTime, Reynolds and Reynolds, CarNow
- Collaborate across teams to achieve business goals
- Strong typing, spelling, and grammar skills
- Organization and Time Management
- Four years of customer service experience in high-volume environments
- Complaint resolution via chat, email and phone
- Buick/GMC and Volkswagen product and service knowledge
Timeline
Content Moderator
Tiktok
12.2023 - Current
BDC Manager
Onion Creek Volkswagen
03.2021 - 08.2023
BDC Lead - Service
Covert Buick GMC
10 2014 - 03 2016
Bachelor of Science - Paralegal Studies
University of Cincinnati
Certifications Microsoft Certified Professional - Software Asset Management -
Microsoft
Computer Forensics And Electronic Discovery -
Hamilton County Prosecutors Office
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