Nicole Algeri
Waltham,MA
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
19
19
years of professional experience
Work History
Referral Retention Specialist
Lifeline
Framingham, MA
06.2015 - 01.2024
- Establishing relationships to reassure all parties involved is also a key aspect of the role.
- Interpreted and explained human resources policies, procedures, or regulations.
- Referred unresolved customer service issues to designated departments for investigation.
- Created personalized communication plans for key accounts based on individual needs and preferences.
- Implemented new processes designed to improve the overall customer experience.
- Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
Senior Customer Service Representative
Lifeline
Framingham, MA
06.2009 - 06.2015
- Played a key role in developing standardized training materials and overseeing the daily workflow for multiple teams throughout the department.
- Additionally, I was a central figure in the government-assisted department's phone consolidation initiative.
- Supervised the resolution of high-priority matters by coordinating effective follow-ups.
- Addressed customer queries regarding products and services promptly.
- Handled difficult situations with tact, diplomacy, and professionalism.
Customer Service Representative
Lifeline
Framingham, MA
04.2007 - 06.2009
- Managed calls from case managers, family members, and various departments.
- Contributed to consistent cooperative efforts across departments.
- Documented customer interactions, transactions, and comments meticulously for ongoing reference while providing accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Engaged in customer conversations to understand needs, resolve issues, and answer product questions.
Personal Response Associate
Lifeline
Framingham, MA
03.2005 - 04.2007
- Took the caller's information, read the associated computer information, and documented vital details in the call tracking and assignment system.
- Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
- Collaborated with colleagues from various teams to address non-emergency scenarios, like diagnosing faulty equipment.
- Acted calmly and professionally under pressure while making decisions in high-stress situations.
Education
Bachelor of Arts - Psychology
University of Hartford
West Hartford, CTSkills
- Team collaboration
- Self-management
- Communication
- Training new employees
- Documentation and excellent communication
- Product knowledge
- Building rapport
- Work assignment delegation
- Customer focus
- Relationship building
- Professional telephone demeanor
References
References available upon request.
Timeline
Referral Retention Specialist
Lifeline
06.2015 - 01.2024
Senior Customer Service Representative
Lifeline
06.2009 - 06.2015
Customer Service Representative
Lifeline
04.2007 - 06.2009
Personal Response Associate
Lifeline
03.2005 - 04.2007
Bachelor of Arts - Psychology
University of Hartford
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