Nichole James
Roswell,NM
Summary
Diligent Customer Support Specialist with a strong background in delivering exceptional product support and resolving customer issues effectively. Proficient in diagnosing technical problems and implementing efficient solutions that enhance user experience. Expertise in managing customer relations ensures consistent delivery of high-quality service, fostering loyalty and satisfaction. Committed to continuous improvement and adept at adapting to evolving customer needs in a fast-paced environment.
Overview
6
6
years of professional experience
Work History
Seasonal Product Support Specialist
TaxAct
2022.01 - Current
- Enhanced the customer experience by proactively identifying and addressing recurring software issues, leading to improved product feedback and user engagement.
- Break down tax concepts in plain language so users could understand what they needed to do without feeling overwhelmed.
- Developed a comprehensive troubleshooting guide that empowered customers to resolve issues independently, significantly reducing support requests.
- Achieved 95% customer satisfaction ratings within 1 month by implementing a proactive feedback loop and enhancing communication strategies.
Customer Care Agent
Carter’s
2025.09 - 2025.12
- Managed 60+ daily calls for lost orders, refunds, exchanges, and price adjustments, consistently
exceeding quality metrics through efficient resolution.
• Assisted customers with online orders, promotions, and pricing adjustments
Rater
TELUS Digital
2024.06 - 2025.05
- Reviewed and evaluated websites for scams, malware, and misleading content.
- Conducted research on publishers and ownership to assess credibility.
- Achieved 95% accuracy in evaluating websites for scams and misleading content within 3 months by implementing a structured review process.
Customer Experience Associate Level II
Conduent Business Solutions
2020.03 - 2024.01
- Provided high-volume inbound and outbound customer support, including Tier I–II technical troubleshooting.
- Resolved complex customer issues using structured problem-solving and clear communication.
- Consistently met or exceeded quality, efficiency, and customer satisfaction by maintaining 95% metrics in a fully remote call center.
Education
Associates in Business Administration -
American Intercontinental University
Atlanta, GA2020-05
Skills
- Customer Service
- Technical Support
- Typing 45 WPM
- Hardware troubleshooting
- Operating multiple systems
- Problem-solving
- Microsoft windows and office
- Customer communication and empathy
- Continuous improvement
- Adaptability
Timeline
Customer Care Agent
Carter’s
2025.09 - 2025.12
Rater
TELUS Digital
2024.06 - 2025.05
Seasonal Product Support Specialist
TaxAct
2022.01 - Current
Customer Experience Associate Level II
Conduent Business Solutions
2020.03 - 2024.01
Associates in Business Administration -
American Intercontinental University