Nicholas Lee Hill
Omaha,NE
Summary
Experienced Customer Service Lead bringing 3+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
20
20
years of professional experience
Work History
Customer Service Leader
Principle Choice Solutions
08.2020 - Current
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- 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.
- Coached new team members on service techniques and provided scoring through quality assurance program.
C4 Customer Service Represenitive
Signature Performance
03.2020 - 08.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
Foreman
Wright Tree Service
06.2017 - 03.2020
- Inspected completed work to verify quality standards and compliance with criteria.
- Trained new employees to learn new systems, apply best practices and comply with protocols and regulations.
- Handled issues with relative ease by implementing best practices and applying critical thinking skills to find best solutions.
- Checked equipment to determine if maintenance was required.
- Addressed issues with employees and customers to manage healthy conflict resolutions.
- Monitored usage of supplies and materials to establish cost effective operations.
General Manager
Jimmy Johns
04.2003 - 05.2017
- Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
- Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in all aspects of the store.
- Kept inventories accurate with daily cycle counts and regular audits to identify and resolve variances.
- Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
- Supervised and effectively trained 32 employees to decrease process lags and boost productivity.
Education
Heating, Air Conditioning, And Refrigeration Installation And Repair
Vatterott College - Omaha
Omaha, NE03.2003
High School Diploma -
Corning High School
Corning, IA04.1999
Skills
- Enforce Policies
- Labor Relations
- Contact Management Systems
- Maximizing Coverage
- Supervising Employees
- New Hire Training
Accomplishments
- Professional Development: Read "How to lead when your not in charge" "How to win friends & influence people" "Edge, leadership lessons from Mount Everest"
- Awarded: OSPAR Star performer of the quarter
- Extracurricular Activities: Volunteer at Holy Ghost Catholic Church managing the team cooking all the fish and shrimp.
- Relevant Coursework: Member of the SOAR mentee program, Diversity Council, Community service program, and PCS softball league.
Timeline
Customer Service Leader
Principle Choice Solutions
08.2020 - Current
C4 Customer Service Represenitive
Signature Performance
03.2020 - 08.2020
Foreman
Wright Tree Service
06.2017 - 03.2020
General Manager
Jimmy Johns
04.2003 - 05.2017
Heating, Air Conditioning, And Refrigeration Installation And Repair
Vatterott College - Omaha
High School Diploma -
Corning High School
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