Summary
Overview
Work History
Education
Skills
Timeline
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Nicholas Gunning

Mckinney,TX

Summary

Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers.

Overview

14
14
years of professional experience

Work History

Virtual Agent

AT&T
03.2016 - 07.2023
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
  • Assisted clients with product questions to facilitate online ordering process.
  • Manage and update customer interactions, leads, and opportunities in CRM tools to ensure accurate reporting and forecasting.
  • Consistently meet or exceed assigned sales quotas and targets by effectively positioning AT&T's solutions and persuading customers to make purchasing decisions.
  • Work closely with cross-functional teams, including marketing, customer support, and technical teams, to address customer inquiries, resolve issues, and ensure a seamless customer experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Red Horse Sargeant

USAF
02.2009 - 03.2017
  • Prepare for and execute rapid deployments to forward operating bases and austere environments, ensuring the establishment of essential infrastructure to support mission requirements.
  • Coordinate with logistics teams to ensure the availability of necessary equipment, materials, and supplies for construction and maintenance activities.
  • Adhere to safety regulations, environmental standards, and established procedures to ensure the well-being of team members and compliance with military and civilian regulations.
  • Assist in the establishment of defensive positions and protective structures to enhance the security of military installations and personnel.
  • Continuously develop skills through training programs, simulations, and real-world exercises to enhance readiness and proficiency.

Logistics Coordinator

Petroleum Co-Ordinators
03.2013 - 04.2014
  • Tracked orders and notified customers of status or potential delays.
  • Generated documentation and information required for customer shipments.
  • Conducted investigations to resolve issues related to logistics and cargo movements.
  • Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
  • Monitored inbound and outbound freight operations to establish timely delivery of packages.
  • Scheduled and coordinated truck, ship and air transport to maximize productivity and maintain organized calendar.

Education

Associate of Arts - Human Resources

Collin County Community College
Plano, TX
08.2024

Skills

  • Revenue Generation
  • Stock Control
  • Billing Adjustments and Refunds
  • Corrective Action Plans
  • Document and Records Management
  • Customer Data Confidentiality
  • Fraud Prevention and Detection
  • Website Navigation
  • Purchase Orders
  • Customer Satisfaction
  • Client Needs Assessment
  • Call Volume Analysis
  • Performance Goals
  • Call Center Operations
  • Problem Resolution
  • Understanding Customer Needs
  • Organizational Systems
  • Microsoft Office
  • Trained in Salesforce
  • Customer Loyalty
  • Customer Feedback
  • Online Chat
  • Client Relationships
  • Account Services
  • Livechat Messaging
  • Past Due Account Management
  • Customer Care
  • Team Goals

Timeline

Virtual Agent

AT&T
03.2016 - 07.2023

Logistics Coordinator

Petroleum Co-Ordinators
03.2013 - 04.2014

Red Horse Sargeant

USAF
02.2009 - 03.2017

Associate of Arts - Human Resources

Collin County Community College

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Nicholas Gunning