Nicholas Rhoades
Johnstown,PA
Summary
Dynamic tech support professional with a proven track record at Concentrix, excelling in conflict resolution and enhancing user experience. Adept at active listening and empathetic communication, I effectively address escalated issues, ensuring operational efficiency and customer satisfaction. Committed to continuous improvement, I leverage attention to detail to drive impactful solutions.
Overview
18
18
years of professional experience
Work History
Tech Support
Concentrix
04.2018 - Current
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Enhanced user experience by providing timely and effective tech support to students and faculty.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Conducted regular reviews of internal processes, identifying areas for continuous improvement within the tech support team.
- Worked for the Office of the President handling customer escalations and performing quality reviews of other agents
Insurance Agent
Qualfon
06.2012 - 03.2018
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
Customer Service Representative
Reese Brothers
03.2011 - 02.2012
- 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.
Stocker
Giant Eagle
05.2007 - 08.2009
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Answered customer questions and provided detailed product information.
- Performed inventory control, such as counting, and stocking merchandise.
- Greeted customers and directed to requested products.
Education
No - Pre Law
University of Pittsburgh
Johnstown, PAYes - High School
Ferndale Area Scool District
Johnstown, PA06.2002
Skills
Very empathetic to customer issues/situations
Driven to provide a resolution to the customer
Great active listening
Comfortable with escalated customers and defusing the situation
Attention to details
Timeline
Tech Support
Concentrix
04.2018 - Current
Insurance Agent
Qualfon
06.2012 - 03.2018
Customer Service Representative
Reese Brothers
03.2011 - 02.2012
Stocker
Giant Eagle
05.2007 - 08.2009
No - Pre Law
University of Pittsburgh
Yes - High School
Ferndale Area Scool District
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