NICHOLAS DOWNER
WILMINGTON,UNITED STATES
Summary
Dynamic customer service professional with over fifteen years of experience in resolving escalated issues and enhancing customer satisfaction. Expertise in remote communication, data-driven strategies, and cross-functional collaboration consistently leads to exceeding performance targets. Proficient in managing complex inquiries through clear, empathetic communication and strong problem-solving abilities, with a proven track record of driving business growth and operational efficiency. Recognized for reliability, adaptability, and a strategic vision that fosters team collaboration and delivers impactful results.
Overview
14
14
years of professional experience
Work History
Account Sales & Marketing Representative
Acosta Sales & Marketing
Wilmington, NC
01.2014 - 06.2019
- Managed key accounts, boosting client retention and satisfaction through strategic initiatives and empathetic communication, aligning with front-line support practices.
- Developed marketing campaigns that increased brand visibility and drove sales growth, incorporating customer feedback for continuous improvement.
- Collaborated with cross-functional teams and used ticketing tools like Zendesk to streamline processes, ensuring rapid triage and resolution of client inquiries.
- Analyzed market trends to identify opportunities, resulting in increased revenue streams and demonstrating strong analytical skills in problem-solving customer issues.
- Coordinated with cross-functional teams to align sales strategies, enhancing communication and achieving unified goals while addressing escalated concerns promptly.
- Reviewed sales data to identify trends, informing strategic decisions that led to noticeable revenue growth and strengthening client support frameworks.
- Maintained comprehensive client records and reports, ensuring data accuracy and compliance with corporate standards, similar to managing detailed documentation in support scenarios.
- Fostered positive client relationships through regular follow-ups, enhancing customer satisfaction and loyalty, reflective of exceptional customer engagement skills.
- Expanded market reach by conducting thorough industry research and identifying potential new clients.
Customer Service Representative
Freelance
Remote, USA
06.2019 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Customer Support Specialist
Freelance / Confidential Clients
Remote, USA
11.2021 - 05.2025
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
Visual Merchandising Specialist
Coca-Cola Bottling Co. Consolidated
Wilmington, NC
06.2011 - 10.2013
- Designed eye-catching displays, boosting product visibility and sales by over 12% while demonstrating attention to detail and creative problem-solving.
- Collaborated with sales teams to align merchandising strategies, enhancing customer engagement and ensuring clear communication akin to customer support interactions.
- Analyzed market trends to optimize display effectiveness, leading to measurable sales growth and applying analytical skills crucial for troubleshooting issues.
- Implemented innovative display solutions, resolving layout challenges and improving store aesthetics through effective cross-departmental collaboration.
- Partnered with marketing teams to align merchandising strategies with promotional campaigns, enhancing brand consistency and overall customer experience.
- Executed meticulous inventory management processes, ensuring accurate stock levels and minimizing product loss, showcasing organizational skills relevant to support documentation.
- Fostered positive relationships with store staff to ensure seamless execution of visual merchandising plans, leveraging team collaboration and conflict resolution skills.
Owner / Photographer
Blessed Be Photography
Wilmington, NC
01.2016 - Current
- Lead client-focused photo sessions, capturing visions with precision and creativity.
- Foster strong client relationships through personalized consultations.
- Enhance customer satisfaction and drive repeat business.
- Utilize creative skills to meet client expectations and deliver quality results.
- Executed creative photography projects that increased client engagement, leading to a noticeable rise in referrals and bookings.
- Developed unique editing techniques that improved image quality, resulting in substantial improvements in client portfolio presentations.
- Coordinated with clients and vendors to ensure seamless event coverage, delivering high-quality results that exceeded client expectations.
- Analyzed market trends to refine service offerings, enabling targeted marketing strategies that attracted a diverse clientele.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed day-to-day business operations.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
Education
High School Diploma -
Hoggard High School
Associates - undefined
Cape Fear Community College
09.2012
Skills
- Customer Service & Relations: Customer Engagement, Customer Support, Client Retention, Customer Loyalty, Conflict Resolution, Customer Advocacy, Client Engagement
- Technical Tools & Platforms: Salesforce, Zendesk, Jira Service Desk, Technical Support, Information Technology
- Organizational & Operational: Time Management, Attention To Detail, Organizational Skills, Multitasking, Inventory Management, Visual Merchandising
- Analytical & Strategic: Data Analysis, Problem Solving, Critical Thinking, Market Analysis, Market Research, Data Management, Strategic Planning
- Additional Skills: Product Knowledge, Team Collaboration, Social Media Marketing, Cross-functional Leadership, User Experience, Brand Development, Market Strategy, Verbal and written communication, Relationship building, Small business operations, Customer relations
LANGUAGES
English (Native)
Timeline
Customer Support Specialist
Freelance / Confidential Clients
11.2021 - 05.2025
Customer Service Representative
Freelance
06.2019 - 09.2021
Owner / Photographer
Blessed Be Photography
01.2016 - Current
Account Sales & Marketing Representative
Acosta Sales & Marketing
01.2014 - 06.2019
Visual Merchandising Specialist
Coca-Cola Bottling Co. Consolidated
06.2011 - 10.2013
Associates - undefined
Cape Fear Community College
High School Diploma -
Hoggard High School