Nicole Augusta
Billerica,MA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Call Center Representative
EagleOne Group
08.2020 - 11.2021
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Market Basket
09.2018 - 02.2020
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized deli counter.
- Developed strong rapport with customers by offering personalized service, answering questions, and making recommendations based on preferences.
- Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
- Boosted sales by actively promoting seasonal items, weekly specials, and bundled deals to customers at the deli counter.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Delivered exemplary customer service to guests, even in peak business periods to promote retention.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
- Offered product samples to customers, generating additional sales through taste-testing.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
- Demonstrated versatility in handling various responsibilities such as cashier duties or stocking shelves during peak hours or staff shortages.
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Enhanced product presentation by arranging visually appealing displays and regularly rotating items to ensure freshness.
Personal Assistant
Fantasia's Frozen Foods
03.2008 - 01.2018
- Enhanced executive''s productivity by managing schedules, organizing meetings, and overseeing correspondence.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
- Facilitated smooth office operations by managing supplies inventory and overseeing maintenance requests.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
- Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
- Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.
- Served as point of contact between clients and managerial staff.
- Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Maintained appropriate filing of personal and professional documentation.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
Education
Health Career Prep
Middlesex Community College - Bedford
Bedford, MA09.2003
High School Diploma -
Lowell Catholic High School
Lowell, MA05.2002
Skills
- Call Control
- Report Preparation
- Data Entry
- Customer Relationship Management
- Interpersonal Skills
- Remote Office Availability
- LiveChat Messaging
- Call Documentation
- Script Adherence
- Multitasking
- Computer Literacy
- Time Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Call Center Representative
EagleOne Group
08.2020 - 11.2021
Customer Service Representative
Market Basket
09.2018 - 02.2020
Personal Assistant
Fantasia's Frozen Foods
03.2008 - 01.2018
Health Career Prep
Middlesex Community College - Bedford
High School Diploma -
Lowell Catholic High School
Similar Profiles
NICOLE AUGUSTANICOLE AUGUSTA
Call Center Representative at EagleOne GroupCall Center Representative at EagleOne Group
Patricia LeffingwellPatricia Leffingwell
Customer Service Representative at EagleOneCustomer Service Representative at EagleOne
Drew DicksonDrew Dickson
Project Manager at Flournoy Construction Group, A Kajima USA GroupProject Manager at Flournoy Construction Group, A Kajima USA Group