Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Nicholas Marini

Las Vegas,NV

Summary

Personable and dedicated Customer Service Representative/Team Coordinator for 2+ years looking to expand in the field. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

BTEX Tech/Customer Care Expert

T-Mobile
Las Vegas, NV
02.2024 - Current
  • Monitored call center performance metrics and identified areas for improvement.
  • Assessed customers' needs by asking probing questions and listening attentively.
  • Identified root causes of problems related to products or services through research.
  • Was a part of a hybrid role in tech support, while also handling care calls.

Electronics Technician

North American Cable Equipment
Las Vegas, NV
08.2021 - 01.2024
  • Assemble, rack, and configuring products for sale by DirecTV
  • Identified and diagnosed malfunctioning electronic components, systems, and equipment.
  • Installed, configured, tested, maintained, repaired and troubleshot electronic components, systems and equipment.
  • Tested completed products to ensure compliance with safety regulations and industry standards.
  • Created detailed documentation of all repair processes including notes on product defects or malfunctions encountered during service calls.

Race and Sports Book Writer

Station Casinos
Las Vegas, NV
07.2019 - 08.2021
  • Closing banker for Palace Station
  • Verified identification of customers to ensure compliance with state gaming regulations.
  • Provided customer service to patrons, including answering questions and resolving disputes.
  • Processed wagers in a timely manner for both in-person and phone customers.
  • Managed cash drawer and reconciled daily transactions for accuracy.
  • Adhered to company policies and procedures when processing bets, cashing tickets, and handling money.

Receptionist

Planet 13
Las Vegas, NV
01.2019 - 05.2019
  • Verified visitors' identification cards before allowing access to the building.
  • Greeted visitors and provided them with assistance.
  • Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Maintained a neat reception area by organizing materials and tidying up furniture.

Team Coordinator/Inbound Call Center Representative

Sutherland Global Logistics
Las Vegas, NV
09.2016 - 01.2019
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted with developing mutual understanding and agreement between conflicting parties.
  • Researched legal precedents related to disputes and recommended actions accordingly.
  • Negotiated agreements between conflicting parties in an impartial manner.
  • Drafted settlement documents based on mutually agreed upon terms.
  • Provided administrative support for the team, such as creating presentations, taking notes during meetings, preparing agendas and maintaining records of key decisions.
  • Organized and scheduled team meetings, conference calls and video conferences.
  • Created weekly reports on team performance metrics and distributed them to stakeholders.
  • Analyzed agent behaviors to identify areas of improvement in team processes.
  • Assisted with a team chat with 15-30 agents present with their case concerns regarding host or guest.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Sportsbook Ticket Writer

Caesars Entertainment
Las Vegas
08.2015 - 06.2016
  • Processed customer transactions, including quotes and returns
  • Responded to customer questions and requests in a prompt and efficient manner
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register
  • Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner
  • Alerted customers to upcoming sales events and promotions
  • Engaged with customers in a sincere and friendly manner.

Security Guard

Securitas
Las Vegas
07.2014 - 06.2015
  • Monitored security camera system day and night to protect lives and property
  • Responded quickly and effectively to all security violations and duress alarms
  • Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors
  • Inspected equipment, structures and materials to identify the cause of errors and defects
  • Maintained accurate and detailed logs of all events that occurred during each shift.

Education

High school or equivalent -

Las Vegas High School
06.2011

Skills

  • Cash Handling
  • Customer Service
  • Security
  • Front Desk
  • Driving
  • Cash register
  • Live chat
  • Social listening
  • Microsoft Office
  • Heavy lifting
  • Hospitality
  • Troubleshooting and Diagnosis
  • Testing
  • Call Management
  • Equipment Installation
  • Product Knowledge
  • Call Triaging

References

Trey Jones

  • Team Manager at Sutherland Global Services
  • (702)-984-1365

Jimmy Martinson

  • Lab Manager at North American Cable Equipment
  • (714)-260-5609

Dave Calhoun

  • Lab Supervisor at North American Cable Equipment
  • (702)-604-9902

Timeline

BTEX Tech/Customer Care Expert

T-Mobile
02.2024 - Current

Electronics Technician

North American Cable Equipment
08.2021 - 01.2024

Race and Sports Book Writer

Station Casinos
07.2019 - 08.2021

Receptionist

Planet 13
01.2019 - 05.2019

Team Coordinator/Inbound Call Center Representative

Sutherland Global Logistics
09.2016 - 01.2019

Sportsbook Ticket Writer

Caesars Entertainment
08.2015 - 06.2016

Security Guard

Securitas
07.2014 - 06.2015

High school or equivalent -

Las Vegas High School

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Nicholas Marini