Nicole Bruster
Yukon
Summary
Dynamic customer service professional with a proven track record in call center environment, excelling in client relationship management and problem-solving. Recognized for reducing churn rates through effective communication and targeted retention strategies. Dependable and detail-oriented, I thrive in high-pressure environments, consistently delivering exceptional service and enhancing customer satisfaction.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Experienced with call center team leadership, motivating staff to achieve high performance and customer satisfaction. Utilizes strategic planning to optimize workflow and address challenges effectively. Track record of maintaining quality assurance and implementing training programs to boost team capabilities.
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.
Overview
11
11
years of professional experience
Work History
Delivery Driver
DoorDash
03.2022 - Current
- Navigated designated delivery routes to ensure timely and accurate order fulfillment.
- Communicated effectively with customers to provide updates on delivery status and address inquiries.
- Utilized mobile applications for order management and real-time navigation to optimize delivery efficiency.
- Maintained vehicle cleanliness and performed routine inspections to ensure safety compliance.
- Adapted quickly to changing schedules and high-demand periods, maintaining service quality under pressure.
Retention Specialist
AT&T
07.2022 - 09.2023
- Analyzed customer feedback to identify retention trends and improve service offerings.
- Developed targeted communication strategies that enhanced customer engagement and loyalty.
- Collaborated with cross-functional teams to streamline processes, improving response times for customer inquiries.
- Implemented retention initiatives that successfully reduced churn rates among high-risk customers.
- Conducted regular follow-ups with customers to ensure satisfaction and address potential issues proactively.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Built constructive customer relationships to improve loyalty and recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
Customer Service Representative
LogistiCare
02.2019 - 06.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated transportation services, ensuring timely and efficient travel arrangements for clients.
- Collaborated with cross-functional teams to streamline communication and improve client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Technical Support Specialist
Sprint
09.2018 - 05.2019
- Resolved technical issues for clients, ensuring prompt and effective solutions.
- Provided comprehensive product support through phone, email, and chat channels.
- Collaborated with cross-functional teams to enhance customer service processes.
- Trained new staff on support protocols and troubleshooting procedures.
- Implemented best practices for issue escalation and resolution tracking.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Call Center Supervisor
Maximus
09.2014 - 03.2019
- Supervised daily operations, ensuring adherence to company policies and service standards.
- Trained and mentored new staff on call handling techniques and customer service protocols.
- Analyzed call metrics to identify trends, enhancing team performance and efficiency.
- Developed and implemented process improvements, reducing average handling time significantly.
- Resolved escalated customer issues, fostering positive relationships and improving satisfaction rates.
- Conducted performance evaluations, providing constructive feedback to enhance team skill sets.
- Coordinated scheduling to optimize workforce management during peak service hours.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Improved caller satisfaction with thorough quality assurance protocols, ensuring every team member delivered consistent service.
Education
High School Diploma -
Centreville High School
Centreville, VASkills
- Positive attitude
- Customer service
- Valid Driver's license
- Teamwork and collaboration
- Attention to detail
- Time management
- Dependable and reliable
- Problem-solving
- Complex Problem-solving
- Quality assurance
- Dispatch communication
- Client relationship management
- Documentation and reporting
- Multitasking and organization
- Clear communication
- Verbal and written communication
- Customer interaction
- Record keeping
- Exceptional written and verbal communication skills
Timeline
Retention Specialist
AT&T
07.2022 - 09.2023
Delivery Driver
DoorDash
03.2022 - Current
Customer Service Representative
LogistiCare
02.2019 - 06.2020
Technical Support Specialist
Sprint
09.2018 - 05.2019
Call Center Supervisor
Maximus
09.2014 - 03.2019
High School Diploma -
Centreville High School