Nickole Wallace
Cincinnati,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the packaging industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Shorr Packaging
08.2019 - Current
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Set up and maintained customer price records.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced response time for customer inquiries by streamlining communication processes.
- Assisted sales team with daily inquiries regarding customer's accounts to anticipate their needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Utilized customer service software to manage interactions and track customer satisfaction.
Business Development Executive
Advent Media Group
09.2018 - 08.2019
- Increased client base by identifying and pursuing new business opportunities through market research and networking.
- Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Developed customized solutions for clients, addressing their unique needs and helping them achieve their goals.
- Managed a portfolio of accounts, ensuring timely delivery of products/services while maintaining high levels of customer satisfaction.
- Established a robust sales pipeline by consistently identifying, qualifying, and nurturing leads through various outreach methods.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Customer Service Representative
Dorman Products
03.2014 - 08.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
Receptionist Administrator
H And R Block
01.2012 - 06.2014
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Supported executive staff with calendar management, meeting coordination, travel arrangements, and expense reporting for optimal time utilization.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Acted as first point of contact and set appointments for prospective clients.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Kept reception area clean and neat to give visitors positive first impression.
Education
High School Diploma -
Northwest High School
Cincinnati, OH05.2000
Skills
- Account Management
- Price Quotes
- Complaint Resolution
- Project Management
- Customer Relations
- Excellent Written and Oral Communication
- Customer Service
- Product Knowledge
- Call Center Experience
- CRM Software
- Problem Solving
- Data Collection
- Account Updating
- Data Entry
- Product Sales
- Stock Management
- Administrative Support
- Salesforce System Proficiency
- SXE System Proficiency
- SQM System Proficiency
Timeline
Customer Service Specialist
Shorr Packaging
08.2019 - Current
Business Development Executive
Advent Media Group
09.2018 - 08.2019
Customer Service Representative
Dorman Products
03.2014 - 08.2018
Receptionist Administrator
H And R Block
01.2012 - 06.2014
High School Diploma -
Northwest High School
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