Nichole Kilbourne

Port Orange,FL

Summary

Distinguished and esteemed professional with 10+ years excelling in high-volume service environments. Highly adaptable to changing priorities, procedures and personalities. Demonstrated ability to resolve complex issues, improve customer satisfaction and exceed performance targets. Relates well to others, effortlessly building loyal relationships with customers and colleagues alike. Committed to demonstrating a favorable image of the company through providing personable, professional and high quality service.

Overview

years of professional experience

Work History

REMOTE CUSTOMER SERVICE REPRESENTATIVE/TIER II TECHNICAL SUPPORT

Enablx | Rheem Water Heater Division

11.2023 - 11.2024

Delivered empathetic, solution-focused service that earned consistent customer praise and a 98% satisfaction rate.
Navigated multiple systems simultaneously, maintaining 100% data integrity and high productivity.
Managed high-volume inquiries during peak hours with strong multitasking and attention to detail, prioritizing urgent cases to uphold service quality.
Processed warranty claims, placed replacement parts orders, and coordinated technician dispatches for timely resolution.
Communicated clear and concise instructions via phone and email to safely troubleshoot errors and accurately determine diagnosis, achieving a 97% first contact resolution rate.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

REMOTE ADMINISTRATIVE ASSISTANT

JS Enterprises

12.2023 - 01.2024

Systematically assigned projects and delegated tasks for optimal efficiency and productivity.
Implemented a safety checklist in accordance with OSHA regulations to ensure safe working conditions.
Managed calendars and schedules for company owner and project leaders, ensuring seamless operations.
Produced project status reports, reviewed and submitted change orders, and obtained necessary permits.
Increased workplace efficiency through effective and timely communication with customers, on-site contractors, and project teams.

PHARMACY TECHNICIAN

Publix

09.2010 - 10.2018

Collaborated closely with pharmacists and healthcare providers to clarify prescriptions, verify dosing accuracy, and prevent potential medication errors, reducing discrepancies by 25%.
Processed insurance claims and prior authorizations resolving coverage issues and minimizing patient wait times.
Monitored inventory levels and expiration dates using proactive tracking and vendor coordination, preventing shortages and ensuring medication availability.
Delivered compassionate, customer-focused service that built trust and retained repeat patients.
Assisted with medication dispensing ensuring compliance with all state and federal pharmacy regulations.
Maintained patient information and confidentiality in accordance with HIPAA.

CSR - TEAM LEAD - CUSTOMER SERVICE MANAGER

Comcast

05.2003 - 09.2014

Resolved complex escalations with empathy and diplomacy, cutting corporate-level case transfers by 25%.
Led a customer service training overhaul using customer-centric and rapport-building techniques, boosting CSAT scores by 60%.
Developed performance scorecards emphasizing solution quality and sentiment over call volume, enhancing overall customer experience.
Trained and motivated agents through mentorship and engagement, reducing employee turnover to a record low.
Adapted quickly to new product launches, delivering hands-on training that ensured agent confidence and readiness.
Guided customers and technicians through various repair processes, exhibiting patience and product expertise.
Followed up with customers, providing timely updates to account changes, status of equipment orders, and dispatched service technicians, resulting in 97% customer approval ratings.
Monitored calls for quality assurance and performance reviews, providing employee feedback and making recommendations.

Education

BREVARD NURSING ACADEMY

Palm Bay, FL

09.2010

High School Diploma - undefined

SEBASTIAN RIVER HIGH

01.2003

Skills

Typing: 37WPM with 99% accuracy (recently tested)
Customer Service Expertise: First Call Resolution, Customer Satisfaction, KPI's, SLA's, Positive customer engagement
Technical Proficiency: Microsoft Office applications, Technical comfort, Ticketing systems
CRM Platforms: Salesforce, Oracle, SAP, Sugar, Dynamics

Communication & Interpersonal Skills: Active listening, Positive language, Tone of voice awareness, Professional written and verbal correspondence, Genuine empathy, Authenticity, High morale character, Relationship building
Problem Solving: Decision-making, Troubleshooting, Conflict resolution, Resourcefulness, De-escalation
Organizational & Time Management: Remote work productivity, Performance/compliance adherence and tracking

Accomplishments

Earned first promotion at Comcast within 8 months through consistent over-performance and positive team influence.
Recognized with the People’s Choice MVL Award (2008 - 2011) for leadership excellence, and team inspiration.

Timeline