Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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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
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
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
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
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
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

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