Nicholas Fiarito
Los Angeles,CA
Summary
Gifted Customer Service Lead with focus on building relationships with lucrative clients. Offering outstanding experience at high-end eCommerce companies. Looking to bring well-rounded skills to new position, adding further success to dynamic company.
Overview
10
10
years of professional experience
Work History
Customer Service Lead
Farfetch
Los Angeles, CA
11.2018 - Current
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Resolved concerns with products or services to help with retention and drive sales.
- Coached team members on service techniques and provided scoring through quality assurance program.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Escalated issues to proper supervisors when standard processes were not effective.
- Reviewed associate performance each month to identify training needs.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Managed customer satisfaction reviews and coached associates when necessary.
- Reviewed code and debugged errors through Jira to improve performance.
- Worked closely with Microsoft Office in day to day operations, including Excel, Word, and Powerpoint
Sales Associate
Nordstrom
Chicago, IL
05.2012 - 07.2018
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
- Processed product returns and assisted customers with other selections.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Maintained records related to sales, returns and inventory availability.
Education
Bachelor of Arts - Film And Digital Media Studies, Production
Loyola University of Chicago
Chicago, IL05.2018
Skills
- Multitasking and Prioritization
- De-escalation Techniques
- Upselling Products and Services
- Creative Problem Solving
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Order and Refund Processing
- Strong Analytical and Problem Solving Skills
- Salesforce CRM
- Zendesk
- Proficiency in Microsoft Office and G Suite
- Call Volume and Quality Metrics
- Computer Proficiency
- Patient and Empathetic
- Team Management and Supervision
- Schedule Coordination
- Quality Assurance
- Coaching and Mentoring
- Microsoft Office
Accomplishments
- Received high reviews from customers, coworkers, and senior management, including the pushing boundaries yearly review two years in a row, which resulted in a pay increase.
- Chosen for the Pursuit of Excellence program that allowed for a select few to sit in on senior management meetings to gain insight on internal processes
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Supervised team of 10 staff members.
Timeline
Customer Service Lead
Farfetch
11.2018 - Current
Sales Associate
Nordstrom
05.2012 - 07.2018
Bachelor of Arts - Film And Digital Media Studies, Production
Loyola University of Chicago