Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
SoftwareEngineer
Nichole Mcdermott

Nichole Mcdermott

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Operations Associate

Climb Credit
10.2020 - 08.2023
  • Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.
  • Analyzed data to identify trends and patterns and exercise strategic decisions.
  • Maintained and prioritized to-do-list and followed up to complete tasks on-time.
  • Collaborated with other departments to establish smooth implementation of operational processes and procedures.
  • Investigated daily variances and corrected errors to resolve discrepancies.
  • Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
  • Stayed on top of applicable federal and state requirements to minimize legal and financial risks.
  • Contacted customers to immediately find resolutions for escalated issues.
  • Approved loan applications based on customer creditworthiness and provided detailed financial advice.
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Processed loan applications and monitored progress from start to finish.
  • Assisted customers with completing loan applications and other paperwork.
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Negotiated loan terms and conditions with customers to secure best deal.
  • Helped college students obtain financial aid through loan programs.
  • Negotiated to collect balance in full.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Conducted investigations of customer accounts and payment histories.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Performed risk-based analysis and remediation for business and consumer accounts per banking guidelines.
  • Researched and verified parties involved in suspicious activities and transactions against various databases such as LexisNexis and World-Check.

Customer Experience Specialist

Pollen
02.2019 - 03.2020
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
  • Collaborated with colleagues to create and promote special travel packages.
  • Followed up with customers to increase customer service with travel plans.

Technical Support Specialist

Telus International
09.2018 - 02.2019
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.
  • Used ticketing systems to manage and process support actions and requests.

Deposit Specialist

USAA
04.2018 - 09.2018
  • Immediately reported discrepancies and assisted in clearing discrepancies.
  • Maintained confidentiality of bank's customers and adhered to all regulatory requirements.
  • Handled PIN reorders, new cards and maintenance for debit cards.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Assisted customers with banking needs and inquiries.
  • Monitored and verified suspicious activity on customer accounts.
  • Maintained friendly and professional customer interactions.

Customer Relationship Specialist

Barclaycard US
10.2017 - 12.2017
  • Provided excellent customer service and provided answers to client questions within set standards.
  • Utilized inbound and outbound telephone techniques to solidify and build client relationships.
  • Worked with multiple screens and programs to resolve customer issues.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Processed recurring automated payments and credit card payments.
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Researched and resolved customer complaints and disputes related to credit card accounts.
  • Fielded 100 incoming customer calls to deliver high-quality solutions.
  • Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
  • Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases.

Customer Service Representative

ECig Distributors
05.2017 - 08.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Monitored online marketplaces for accuracy, product offerings and pricing and influenced data sources to identify gaps and opportunities.
  • Leveraged customer database to nurture and grow current sales and identify new business opportunities.
  • Replied to information requests through ZenDesk CRM to foster seamless customer service experience.
  • Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
  • Tracked inventory and reviewed retail trends to make timely and proactive business decisions.

Customer Care Specialist

SolarCity
06.2016 - 04.2017
  • Took ownership of customers issues to follow problems through to resolution.
  • Verified accuracy of customer account information and updated when necessary.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Used exceptional communication to connect with customers, assess needs and present solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Provided customers with detailed information on company products, services and materials.
  • Accurately tracked and recorded customer interactions in CRM platform.
  • Discussed solar benefits with customers and drew comparisons with power company rates and drawbacks.
  • Skilled at working independently and collaboratively in a team environment.

Furniture Customer Service Representative

Williams-Sonoma
08.2015 - 10.2015
  • 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.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Automotive Service Writer

Trophy Performance
04.2014 - 03.2015
  • Provided customers with estimation of repair costs and reasonable timeline for completion of service.
  • Accurately diagnosed and recorded service needs on work orders and provided details to technicians.
  • Answered service department phone and responded promptly to questions and messages.
  • Assigned jobs to technicians according to experience and knowledge of handling specific repairs.
  • Responded to customer calls and emails to answer questions about products and services.
  • Worked effectively with repair staff and parts providers, staying current on availability and service processes.
  • Presented different repair options to customers to help each person make appropriate choices.

Office Administrator

Image 2000
01.2013 - 11.2013
  • Interacted with customers by phone, email, or in-person to provide information.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Followed up overdue payments and payment plans from clients to establish good cash flow.
  • Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
  • Submitted cash and check deposits and generated cash receipts to record money received.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Recorded deposits, reconciled monthly bank accounts and tracked expenses.
  • Tracked financial progress by creating quarterly and yearly balance sheets.

Education

Associate of Arts - Psychology

College of Southern Nevada
Las Vegas, NV
07.2024

Skills

  • Judgment and Decision-Making
  • High-Volume Call Environments
  • Policy and Procedure Adherence
  • Loan Approval and Denial
  • Credit and Collections
  • Strong Client Relations Skill
  • Loan and Account Monitoring

Certification

  • PRSSI- Certified Peer Recovery Support Specialist Intern - August 2023

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Experience is a hard teacher because she gives the test first, the lesson after.
Vernon Law

Timeline

Senior Operations Associate

Climb Credit
10.2020 - 08.2023

Customer Experience Specialist

Pollen
02.2019 - 03.2020

Technical Support Specialist

Telus International
09.2018 - 02.2019

Deposit Specialist

USAA
04.2018 - 09.2018

Customer Relationship Specialist

Barclaycard US
10.2017 - 12.2017

Customer Service Representative

ECig Distributors
05.2017 - 08.2017

Customer Care Specialist

SolarCity
06.2016 - 04.2017

Furniture Customer Service Representative

Williams-Sonoma
08.2015 - 10.2015

Automotive Service Writer

Trophy Performance
04.2014 - 03.2015

Office Administrator

Image 2000
01.2013 - 11.2013

Associate of Arts - Psychology

College of Southern Nevada

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