Nicholas Motley
Springfield,IL
Summary
Customer service professional committed to delivering outstanding support. Skilled in resolving complex customer issues and fostering positive client relationships. Reliable team player with focus on collaboration and adaptability, ensuring consistent results and high satisfaction rates.
Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
17
17
years of professional experience
Work History
Customer Service Advocate II
HCSC - Blue Cross Blue Shield of Illinois
Springfield, IL
10.2023 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Provided accurate information regarding policies, and benefits to enhance customer
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Started out in Benefits and Eligibility and moved over to peer to peer team.
- While on peer to peer team I was trained on inventory and work that as well as taking calls. While working inventory I do send feedback when I find something was not done correctly or by company policy.
Assistant GM
Chipotle Restaurant
Springfield, IL
07.2020 - 03.2025
- Led operational initiatives to enhance customer service and streamline restaurant processes.
- Mentored staff in food safety protocols and efficient food preparation techniques.
- Coordinated training programs for new team members, ensuring smooth onboarding experiences.
- Implemented inventory management practices to minimize waste and optimize supply usage.
- Facilitated communication between front-line staff and upper management to address operational challenges effectively.
- Enhanced employee retention rates through proactive engagement efforts such as recognition programs and career advancement opportunities.
- Oversaw daily restaurant operations to ensure consistent compliance with safety regulations, health codes, and company policies.
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among employees.
Server
Bella Milano
07.2019 - 07.2020
- Server
- Shift leader
Server
O’Charley’s
07.2017 - 03.2019
- Server
Kitchen Manager
Springfield School District 186
Springfield, IL
11.2011 - 08.2017
- Correctly calculated inventory and ordered appropriate supplies.
- Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
- Trained new employees
- Cooked food according to menus, special dietary or nutritional restrictions, and numbers of portions Directed activities of one or more workers who assisted in preparing and serving meals
- Monitored food preparation and serving techniques to ensure that proper procedures were followed
- Shopped for and ordered food and kitchen supplies and equipment
- Feed over 550 breakfast's and lunch's daily
- Developed and maintained positive working relationships with others to reach business goals.
Telecommunications
GSI/Select Remedy
Assumption, IL
08.2014 - 10.2014
- Learned the basics of structured cabling
- Learned how to install and trouble shoot an analog phone line
- Learned how to terminate communication cables
- Learned how to install audio/video
- Learned the basics of OSHA and building codes
Customer Service Specialist
AT&T
Springfield, IL
10.2010 - 11.2011
- Met or exceeded service and quality standards every review period.
Customer Service Specialist
Comcast
Springfield, IL
06.2009 - 05.2010
- Resolved customer inquiries through effective communication, ensuring satisfaction and retention
- Collaborated with cross-functional teams to enhance product knowledge and resolve complex issues.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Education
Business Managment
Lincoln Land Community College
Springfield, ILHigh School Diploma -
Rochester High School
Rochester, IL05-2005
Skills
- Professional telephone demeanor
- Call center operations
- Creative problem solving
- Inbound and outbound calling
- Fast learner
- Highly dependable
- Exceptional attention to detail
- Natural leader
- Analytical thinker
- Creative problem solver
- Effective workflow managment
- Microsoft outlook, work and excel
- Exceptional telephone etiquette
Timeline
Customer Service Advocate II
HCSC - Blue Cross Blue Shield of Illinois
10.2023 - Current
Assistant GM
Chipotle Restaurant
07.2020 - 03.2025
Server
Bella Milano
07.2019 - 07.2020
Server
O’Charley’s
07.2017 - 03.2019
Telecommunications
GSI/Select Remedy
08.2014 - 10.2014
Kitchen Manager
Springfield School District 186
11.2011 - 08.2017
Customer Service Specialist
AT&T
10.2010 - 11.2011
Customer Service Specialist
Comcast
06.2009 - 05.2010
Business Managment
Lincoln Land Community College
High School Diploma -
Rochester High School