NICOLE ALLEN
Wilson,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. 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 Relationship Advocate
Fidelity Investments
Durham , NC
10.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- maintained client financial accounts and records, processed client request for deposits and withdrawals and trading while building a sustainable relationship and trust through open and interactive communication
- -SIE
-Series 7
-Series 63
-Promotion to High Net Worth service after first month of performing performance on targeted metrics
SOLUTIONS SPECIALIST
Verizon Wireless
Goldsboro, North Carolina
02.2020 - 10.2021
- Studied new solution introductions for possible replacement products, comparing revised solutions with available options to discern potential upgrade paths
- Analyzed and reported on existing solution frameworks to illustrate components capable of providing cost savings through replacement
- Drafted individualized documentation for available solutions in requested product categories
- Identified customer needs by reviewing account information and conducting needs assessments
- Solicited, coordinated, and scheduled community events
- Engaged customers and built connections to drive long-term sales.
Integrated Solutions Consultant
AT&T
Raleigh, North Carolina
09.2018 - 02.2020
- Interviewed and trained new employees on how to improve shopping experiences by effectively meeting and greeting customers, providing product information, and responding to customer inquiries and requests
- Responded to customer requests and complaints and resolved issues to customer satisfaction
- Monitored sales activities to ensure customers receive satisfactory service and quality goods
- Managed calendars and scheduling for customer orders
SALES CONSULTANT
AT&T
, North Carolina
07.2015 - 09.2018
- Identified customer needs by reviewing account information and conducting needs assessments
- Developed and implemented sales strategies with customers.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Maximized customer retention by resolving issues quickly.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Handled administrative functions, including filing, typing, copying, and faxing
- Conducted research, assembled and analyzed data, and submitted reports and documents
- Scheduled and coordinated meetings, prepared agendas and materials, and took minutes
- Processed bills and invoices.
TECHNICAL SUPPORT LEAD
AT&T
Goldsboro, , North Carolina
06.2013 - 07.2015
- Maintained and leveraged extensive knowledge of desktop-based architecture in daily technical support work
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Took ownership of support issues and fully corrected problems with 90% success rate on first-call resolutions
- Used remote access software to solve problems at customers' locations., Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
INSURANCE AGENT
Fred Loya Insurance
El Paso , TX
08.2010 - 08.2011
- Liaised with customer and underwriter to complete processing and issuance of new policies
- Described pros and cons of each insurance program from perspective of client's needs and financial requirements
- Built customized insurance programs to suit individual customers.
- Sold various insurance policies to customers based on risk tolerance
CERTIFIED NURSING ASSISTANT
Royal Park Care Center
Spokane, Wa
09.2008 - 08.2010
- Monitored patient condition by recording vitals including blood pressure, respiration rates, and body temperature
- Supported patients with daily activities and attending to personal hygiene, transporting patients, and assisting them in walking and exercising
- Helped residents with daily living tasks including feeding, dressing, and personal hygiene
Education
High School Diploma -
Irvin High School
El Paso, TX05.2007
No Degree - Business Management
Wilson Community College
Wilson, NCSkills
- Teamwork
- Research
- Planning
- Acquire new business
- Serve customers
- Relationship building
- Customer service
- Training and development
- Proficient in Microsoft Word, PowerPoint, Excel
Timeline
Customer Relationship Advocate
Fidelity Investments
10.2021 - Current
SOLUTIONS SPECIALIST
Verizon Wireless
02.2020 - 10.2021
Integrated Solutions Consultant
AT&T
09.2018 - 02.2020
SALES CONSULTANT
AT&T
07.2015 - 09.2018
TECHNICAL SUPPORT LEAD
AT&T
06.2013 - 07.2015
INSURANCE AGENT
Fred Loya Insurance
08.2010 - 08.2011
CERTIFIED NURSING ASSISTANT
Royal Park Care Center
09.2008 - 08.2010
High School Diploma -
Irvin High School
No Degree - Business Management
Wilson Community College