Summary
Overview
Work History
Education
Skills
Accomplishments
Technical Skills
Timeline
Generic

Nicole Binder

San Diego

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

12
12
years of professional experience

Work History

Customer Service Manager

Semacon
08.2015 - 06.2021
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Directed customer service operations, managing client inquiries, technical support, and distributor relationships.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Box Office and Hospitality Assistant

Belly Up Tavern
07.2011 - 08.2016
  • Responsible for providing excellent customer service while managing ticket sales, processing transactions, responding to event inquiries, and other general operations at music venue.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Responsible for providing hospitality to performers to ensure seamless event execution and contract compliance.
  • Learned and adapted quickly to new technology and software applications.
  • Resolved problems, improved operations and provided exceptional service.

E-Commerce Customer Service Coordinator

Muttropolis
11.2014 - 08.2015
  • Ensured seamless interactions between customers and the e-commerce platform by managing inquiries, resolving issues, and coordinating order fulfillment processes.
  • Supported e-commerce operations with customer service, order fulfillment, and marketing coordination.
  • Responsible for product listings' accuracy, availability and price accuracy.
  • Troubleshot technical issues with the e-commerce platform or payment processing.
  • Utilized CRM and order management systems to log and track customer interactions and resolutions.
  • Tracked and reported on customer service metrics such as response time, resolution time, and customer satisfaction.


Customer Service Representative

Sleep Comfort Adjustable Beds
08.2010 - 11.2014
  • Answered customer questions about product availability and shipment times.
  • Refunded money and adjusted bills to resolve customer service or billing complaints.
  • Suggested best-fit offerings from available products and services to capitalize on upsell opportunities.
  • Gathered and verified data from customers to promote marketing initiatives.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Administrative Assistant

Sleep Comfort Adjustable Beds
09.2009 - 11.2010
  • Managed administrative functions, including data entry, reporting, and scheduling
  • Drafted and composed all formal letters and correspondence on behalf of the company such as business letters, memos, client communications, and other formal documents
  • Prepared and distributed promotional materials as part of marketing campaigns
  • Processed, managed and maintained records for products and service-related claims
  • Assisted with basic accounting tasks such as maintaining accurate records of financial transactions, processed invoices and receipts, and helped with expense reports
  • Reconciled bank statements, monitored accounts payable and receivable, and provided assistance during audits
  • Managed customer inquiries, processed returns, and coordinated support efforts
  • Successfully advanced into a more prominent role as Customer Service Assistant Manager
  • Created an employee handbook and training manual to standardize onboarding

Education

Bachelor of Arts - Psychology

University of Southern California
05-2009

Skills

  • Staffing coordination
  • Complaint resolution
  • Training and mentoring
  • Report preparation
  • Marketing
  • Operations management
  • Negotiation
  • Business planning
  • Key performance indicators
  • Team leadership
  • Schedule preparation
  • Documentation and reporting
  • Vendor management
  • Recruiting and interviewing
  • Project planning
  • Stakeholder management

Accomplishments

• Maintained business operations and staff retention during COVID-19.

• Introduced new markets by modifying existing product to fit international and tokenized clientele needs.

• Increased distributor engagement by 30% through marketing campaigns and tradeshow participation.

• Introduced customer referral and loyalty programs

• Developed comprehensive employee handbooks improving employee onboarding time.

Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), macOS (Pages, Numbers, Keynote, Mail), Google Workspace (Docs, Sheets, Slides, Gmail, Calendar), Zoom, Microsoft Teams, Google Meet, WebEx, Outlook, Google Calendar, Calendly, Doodle, Adobe Photoshop, Premiere, InDesign, Canva, Design Space, SugarCRM, Oracle, Microsoft Access, Google Sheets, Zoom, MS Teams, Eventbrite, Microsoft Word, Adobe Acrobat, Dropbox, Google Drive, OneDrive, Sage, QuickBooks, Expensify, eBay, Nextdoor, Amazon, OfferUp, Mercari, Facebook, Instagram, Twitter, TikTok

Timeline

Customer Service Manager

Semacon
08.2015 - 06.2021

E-Commerce Customer Service Coordinator

Muttropolis
11.2014 - 08.2015

Box Office and Hospitality Assistant

Belly Up Tavern
07.2011 - 08.2016

Customer Service Representative

Sleep Comfort Adjustable Beds
08.2010 - 11.2014

Administrative Assistant

Sleep Comfort Adjustable Beds
09.2009 - 11.2010

Bachelor of Arts - Psychology

University of Southern California

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Nicole Binder