Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Nicole Andrews

Cedar Park,TX

Summary

A well rounded mother of four.

Professional with solid background in customer service, ready for leadership role. Proven track record in managing teams and driving customer satisfaction. Reliable team player who adapts to changing needs and focuses on achieving results. Strong communication and conflict resolution skills with personable and approachable demeanor.

Overview

20
20
years of professional experience

Work History

Lead Customer Service Representative

Georgetown Veterinary Hospital
11.2018 - Current
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
  • Established positive relationships with clients through regular follow-ups and personalized service offerings.
  • Reviewed associate performance to identify training needs.
  • Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
  • Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
  • Decreased average call time through effective problem-solving techniques and clear communication with customers.

Customer Service Specialist

Buttercup Veterinary Hospital
11.2016 - 11.2018
  • Lead Customer care specialist
  • Answering multiline phones
  • Greeting and taking care of customers
  • Utilized a veterinary/customer care specific computer program
  • Scheduled appointments and surgeries
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.

Real Estate Agent

ZipRealty Residential Brokerage
01.2016 - 01.2018
  • Made customer calls to acquire real estate leads
  • Represented buyers/sellers in the purchase/sale of homes with courtesy, loyalty and respect with the utmost care for customer satisfaction
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Negotiated, facilitated, and managed real estate transactions.
  • Advertised client properties through websites, social media, and real estate guides.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Developed and maintained relationships with clients through networking, postcards, and cold calling.
  • Communicated with clients to understand property needs and preferences.
  • Developed strong relationships with mortgage brokers, attorneys, and other professionals to streamline the home buying process for clients.

Homemaker and Mother

Home
02.2005 - 01.2014
  • I run a household of 2 adults and 4 children ranging from ages 5yr-15yr
  • I am in charge of the organization, cleaning, meals, transportation as well as taking care of all our household bills/finances
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.

Education

High School Diploma -

Louisiana State University
Baton Rouge, LA

High school diploma or GED -

Robert E Lee High School
Baton Rouge, LA
06.2000

Skills

  • Insurance Verification
  • Medical Office Experience
  • Medical Records
  • Medical Scheduling
  • Multi-line Phone Systems
  • Microsoft Office
  • Microsoft Word
  • Microsoft Outlook
  • Google Docs
  • Medical Receptionist
  • Medical Terminology
  • Escalation management
  • CRM software knowledge
  • Complaint resolution
  • Credit card processing
  • Team training and leadership
  • Team performance
  • Team task delegation
  • Professional telephone demeanor

Interests

  • Avid Reader
  • Gardening
  • Music
  • Watching Movies and TV Shows
  • Volunteering
  • I enjoy helping others and giving back to the community
  • Horseback Riding
  • Backpacking and Hiking
  • Photography

Timeline

Lead Customer Service Representative

Georgetown Veterinary Hospital
11.2018 - Current

Customer Service Specialist

Buttercup Veterinary Hospital
11.2016 - 11.2018

Real Estate Agent

ZipRealty Residential Brokerage
01.2016 - 01.2018

Homemaker and Mother

Home
02.2005 - 01.2014

High school diploma or GED -

Robert E Lee High School

High School Diploma -

Louisiana State University

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Nicole Andrews