Nicole Buchanan
Mesa,AZ
Summary
Experienced client relations specialist with dedication to optimizing productivity, efficiency and service quality across various environments. Highly dependable and enthusiastic specialist skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to variety of customers.
Overview
8
8
years of professional experience
Work History
Customer Relations Specialist
Fairmont
Scottsdale, AZ
11.2021 - Current
- Serve as primary liaison, establishing rapport with clients during initial contact, setting the stage for positive interactions throughout their experience.
- Execute upscale dining services for groups of up to 200 people during private events, demonstrating exceptional organizational skills.
- Consistently achieve top sales in department, outperforming colleagues by 20%
- Collaborate with culinary team to design feedback-informed menu adjustment strategy, greatly enhancing dish popularity.
- Negotiate favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.
- Received 95% on secret reporting system, gaining highest score for department in 5 years.
Insurance Broker
Family First Life
Mesa
04.2020 - 08.2022
- Recommended type and amount of coverage based on analysis of customers' circumstances.
- Handled approximately 200 outbound and inbound sales-related calls per week, to qualify individuals interested in purchasing insurance coverage.
- Utilized advanced sales skills to overcome objections, showed costumers true value of product.
- Maintained closing rate of 70% weekly.
- Created, binned, and submitted carrier documents in timely manner.
- Analyzed sales volume, retention and loss trends to identify areas for improvement.
- Responsible for recruiting and training new agents to company standards.
- Built and maintained relationships with clients through active listening and problem solving skills.
- Identified cross-sell opportunities, utilizing referrals from existing customers.
- Kept an organized, up to date calendar and CRM.
Food and Beverage Supervisor
Fairmont
Scottsdale
08.2021 - 11.2021
- Oversaw daily operations of food and beverage department with over $7 million annual revenue.
- Supervised staff of 40; ensuring all reported on timely manner, coordinated breaks, assigned daily work duties.
- Monitored and handled guest complaints, expedited floor and kitchen as business levels demanded.
- Conducted pre-shift meetings with staff reviewing all information pertinent to day's business; VIP's, house accounts, REO's, and BEO's.
- Monitored labor costs, adjusted staffing based on pre-calculated business levels.
- Prepared and submitted daily and bi-weekly payroll.
Insurance Sales Agent
American Income Life
Phoenix, AZ
02.2019 - 04.2020
- Managed over 50 customer calls daily.
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Maintained 90% retention rate.
- Conducted risk assessments to identify potential liabilities and recommend appropriate coverage levels based on clients' unique situations.
- Maintained high retention rates by addressing client concerns promptly and offering suitable policy adjustments as needed.
- Organized regular check-ins with clients to review coverage limits and ensure adequate protection as their life circumstances changed.
- Generated referral business from satisfied customers who shared positive experiences with friends.
Barista
Dutch Bros
Prescott Valley
07.2016 - 06.2019
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Generated customer loyalty by remembering preferences and creating a friendly, unique environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Food and Beverage Manager
Superstition Meadery
Prescott
03.2018 - 04.2019
- Improved average wine and alcohol cost per guest through curation, service training and hospitality.
- Contributed to menu refresh with sourcing local ingredients.
- Responsible for hiring and training new employees to company standards.
- Responsible for employee relation issues and reviewing incidents with human resource manager.
- Resolved challenging customer challenges to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Timely updated staffs time sheets, processed daily sales reports, and other reports as requested.
- Part took in weekly meetings with upper management, discussing any issues or improvements needed.
- Increased revenue by 30% during slowest months of business.
Inside Sales Agent
Stonebraker Group
Prescott
01.2017 - 03.2018
- Sourced new sales opportunities through cold calling (200+ daily), e-mails and text messages.
- Scheduled appointments for agents and properly input into calendar.
- Developed strong client relationships through effective communication and personalized sales approaches.
- Negotiated on behalf of company with prior verification of leads eligibility.
- Managed pipeline with organized work space, CRM database, and properly filed documents.
- Aided in script editing, then utilized role playing to assist in lead cultivation and consistency.
- Re-organized records of client interactions, ensuring relevant information was easily accessible for future reference.
Education
High School Diploma -
Chandler High School
Chandler, AZSkills
- Interpersonal skills
- Detail oriented
- Sales and negotiation
- CRM
- Problem solving
- Customer relations
Timeline
Customer Relations Specialist
Fairmont
11.2021 - Current
Food and Beverage Supervisor
Fairmont
08.2021 - 11.2021
Insurance Broker
Family First Life
04.2020 - 08.2022
Insurance Sales Agent
American Income Life
02.2019 - 04.2020
Food and Beverage Manager
Superstition Meadery
03.2018 - 04.2019
Inside Sales Agent
Stonebraker Group
01.2017 - 03.2018
Barista
Dutch Bros
07.2016 - 06.2019
High School Diploma -
Chandler High School
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