Nichole McClure
customer service representative
Kansas City,MO
Additional Information
5606 n london pl
kansas city, MO 64151
cell (816)716-6349
voice mail (660)-238-2750
Email- nicholemcclure1120@gmail.com
Summary
Polite and professional Call Center Associates successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Organized Call Center Agent offering 5+-years career in sales and customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Overview
15
15
years of professional experience
17
17
Customer service
3
3
Call center experience
1
1
Experience with CRM, ESP, and Engage
Work History
Call Center Associate
Results Companies
Kansas City , Missouri
6/7/202 - Current
- Responded to customer requests for products, services and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Recommended products to customers, thoroughly explaining details.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Promoted available products and services to customers during service, account management and order calls.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Consistently maintained 100% customer service satisfaction ratings through quality control and personalized customer care.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Front End Lead Supervisor
It's $5
Kansas City, Missouri
08.2019 - 12.2019
- Monitored cash drawers in 3 checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Trained team members in successful strategies to meet operational and sales targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Submitted reports to senior management to aid in business decision-making and planning.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
- Maintained transaction security by verifying payment cards against identification.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Promoted importance of security and customer tracking to minimize store losses.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Completed stockroom tasks by leading stock team, receiving and unpacking merchandise and placing all products out on sales floor.
- Structured budget monitoring and cash movements to minimize security risks and maintain tight controls.
- Boosted participation in store loyalty program to improve customer brand engagement and overall sales.
Material Handler
Thermo Fisher Scientific
Lenexa, Kansas
08.2018 - 09.2019
- Transported inventory items to appropriate locations.
- Operated forklifts and pallet jacks to transfer large products from one area of the warehouse to another, allowing for easier accessibility.
- Kept storage areas organized, clean and secure to fully protect company assets.
- Packed items into appropriate containers for shipment.
- Used hand-held scanners and physical logs to accurately track item movements.
- Read production orders, work orders, shipping orders, and requisitions to determine items to be moved, gathered, or distributed.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Received and unpacked shipments and new equipment as directed.
- Attached identifying tags to containers to mark with identifying shipping information.
- Performed cycle counts and inventory control to accurately track product levels.
- Monitored production schedule to keep the proper amount of inventory on hand.
- Prevented load shifting or damage by using bracing and strapping techniques.
- Fastened receipts, packing slips, and bills of lading, to shipments leaving the facility.
- Demonstrated and applied product knowledge of company SKUs.
- Operated equipment while observing standard safety procedures.
- Verified quantity and description of materials received by checking merchandise against the packing list.
- Shipped material and performed boxing, packing, labeling and preparation of related documents.
- Used handheld scanners to efficiently track and maneuver freight throughout the distribution network.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Strapped items down over protective padding to secure them throughout transportation.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
- Managed warehouse operations and verified proper shipment procedures.
- Assembled and filled shipments and prepared all shipping documentation.
- Located materials and supplies by pulling and verifying items on production orders.
- Observed safety procedures and practices to prevent injury.
- Operated material handling equipment to receive and ship freight.
- Verified inventory computations by comparing to physical counts and investigating discrepancies to adjust errors.
- Cleaned, sanitized and maintained equipment and storage areas to comply with health regulations and quality standards.
- Maintained inventory by identifying, labeling and placing materials and supplies in stock.
- Leveraged forklift, hand truck, or electric dolly to move or stack materials.
- Collaborated within a team environment to coordinate and streamline warehouse processes.
- Filled orders by packaging items and labeling for delivery.
- Transported materials with carts, dollies, and other moving equipment based on load size.
- Accurately prepared shipping documentation such as shipment list.
- Reviewed work tickets and checked with supervisor to determine daily tasks.
- Secured items after loading onto trucks to prevent damage from shifting or falling.
- Organized and stacked various materials.
- Moved items using forklifts and similar hydraulic equipment.
- Monitored materials on the conveyor, stopped the machine to fix jams, and labeled materials with tags.
- Moved smaller items to and from storage areas, production zones, and trucks using conveyors.
- Worked closely with teammates to coordinate tasks and support safety.
- Strictly followed safety and quality protocols to protect workers and prevent damage to goods.
- Packed, shipped, and labeled over 200 shipments per day
Lead Assistant
BMS Logistics
Kansas City, MO
04.2018 - 11.2018
- Built strong relationships with employees through positive attitude and attentive response..
- Mentored and guided employees to foster proper completion of assigned duties.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Positioned as go-to person for up to 15 staff members, troubleshooting complex administrative and training issues promptly.
- Assisted lead with new hire processing and existing training programs.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
- Worked with lead to create prototypes of new designs and training materials.
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
- Assisted manager in all aspects of business operations.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Recorded expenses and maintained accounting records.
- Attended to office operations and required paperwork.
- Kept team efficient and on-task by maintaining well-stocked and organized supplies.
- Communicated proactively with supervisors, immediately explained issues and teamed on appropriate solutions.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Worked closely with coworkers to strategically plan for company growth.
- Managed inventory, placed orders and handled payment for office supplies.
- Keyed all data into sap.
- Participated in strategic planning for company growth.
Medicine Technician
Higginsville Habilitation Center
Higginsville, Missouri
05.2017 - 02.2018
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Unpacked, sorted, counted and labeled all incoming medications to keep optimum inventory levels.
- Reviewed patient progress to document effects of any prescribed medication.
- Explained treatment procedures, medications and diets to inform patient and patient's family of care and progress.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Administered psychotropic medications and anxiety education to patients to provide mental health care.
- Interacted with patients and monitored vital signs during time of admission to report details to registered nurse.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Turned and repositioned patients to prevent bedsores.
- Assisted in maintaining conducive environment for residents by adhering to infection control policies.
- Worked as part of team of physicians, nurses or other healthcare professionals to manage patient care by assisting with medical procedures or related duties.
- Interacted effectively with patients, families, staff and other hospital department staff to deliver high level of customer service and teamwork.
- Documented observations and baseline measurements in medical records.
- Provided care for patients based on physical, psychological, educational and safety criteria.
- Adhered to strict infection control measures and verified proper cleaning and sanitation of respiratory equipment prior to each use.
- Optimized machinery and obtained consistent, accurate results through proper equipment calibration.
- Reviewed available supplies, identified deficiencies and located necessary materials to meet operational demands.
- Setup oxygen, CPAP and BiPAP machines for patients requiring breathing treatments.
- Checked patient identifying information against records to uphold strict security, safety and regulatory standards.
- Gathered, charted and analyzed patient history data and discussed key points with clinicians.
- Questioned patients about medical backgrounds to obtain accurate health history data and optimize treatment plans.
- Oversaw needs of patients in long-term healthcare center, consistently providing high level of quality care.
- Assisted up to 15 patients per shift with activities of daily living
- Conducted patient assessments and reviewed physician instructions to develop and implement tailored respiratory therapy care plans based on individual requirements.
- Provided emergency care such as artificial respiration, external cardiac massage or assistance with cardiopulmonary resuscitation.
- Made emergency visits to resolve equipment problems.
Manager
Taco Bell
Warrensburg, MO
08.2014 - 11.2017
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Supervised a team of 5-12 employees per shift
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge, and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Raised performance in areas of sales, management, and operations by identifying and targeting areas in need of improvement.
- Conducted monthly inventories of raw materials and components on the work floor.
- Recorded inventory sales into the organization's weekly income report.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules, and regulating inventory usage.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing, and technology upgrades.
Education
No Degree - Social Work
University of Central Missouri
Warrensburg, MO05.2017
GED -
University of Central Missouri
Warrensburg, MO07.2016
Skills
Courteous with aStrong Service Mindset
- Customer Account Management
- Performance Goals
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Call Center Processes
- Order and Refund Processing
- Data Entry and Maintenance
- Call Documentation
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Upselling Products and Services
- Customer Retention Strategies
- Team Goals
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- POS Systems and Ordering Platforms
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Online Systems
- Excellent Attention to Detail
- Website Navigation
- Communications Strategies
- Operational Efficiency
- Customer Support
- Client Relationships
- Team Meetings
- Constructive Feedback
- Sales Quota Achievement
- Technical Support and Assistance
- Revenue Generation
- Scripted Calls
- Reviewing Renewals
- Customer Engagement
- Client Rapport-Building
- Productivity Management
- Information Updates
- Inbound and Outbound Calling
- Conflict Mediation Abilities
- Call Transfers
- Answering Customer Questions
- Patient and Empathetic
- Computer Proficiency
- Cultural Awareness
- Reading Comprehension
- Sales and Upselling
- Online Chat
- Outgoing Phone Calls
- Collection Calls
- Billing Adjustments and Refunds
- Customer Standards Compliance
- Reminder Calls
- Policy and Procedure Adherence
- Complex Product Knowledge
- Inquiry Assistance
- Creative Solutions
- Till Counting
- Documentation
- Revenue Growth
- Financial Transactions
- Inbound Customer Calls
- Effective Customer Communication
- POS Inventory System Operation
- Speaking Clearly
- Daily Workflows
- Inventory Control Processes
- Transaction Reviewing
- Positive Rapport-Building
- Corrective Actions
- Superior Organizational Skills
- Processing Customer Requests
- Managing Phone Systems
- Accounts Payable and Accounts Receivable
- Credit and Debit Card Processing
- Employee Coaching and Motivation
- Customer Relationship Management
- Strategic Thinking
- Data Entry
- CRM Software
- Goals and performance
- Team Supervision
- Systems and software programs
- Training and mentoring
- Operations
- Typing 34 wpm
Timeline
Front End Lead Supervisor
It's $5
08.2019 - 12.2019
Material Handler
Thermo Fisher Scientific
08.2018 - 09.2019
Lead Assistant
BMS Logistics
04.2018 - 11.2018
Medicine Technician
Higginsville Habilitation Center
05.2017 - 02.2018
Manager
Taco Bell
08.2014 - 11.2017
Call Center Associate
Results Companies
6/7/202 - Current
No Degree - Social Work
University of Central Missouri
GED -
University of Central Missouri
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