Nicole Carey
Detroit,MI
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Customer Service Representative Agent
BroadPath DOD Pharmacy Express Scripts Pharmacy
10.2022 - Current
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
VXI Global EBT
11.2021 - 06.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- 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.
- Documented and updated customer records in to record interactions and facilitate follow-up.
- Delivered prompt service to prioritize customer needs.
- became SME, Subject Matter Expert
- Trained new agents
Customer Service Representative
Teleperformance USA *Onstar*
10.2020 - 04.2021
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Assisted clients with product questions to facilitate online ordering process.
- Answered live online chats to give quick answers and solve problems faster.
- Generated reports and tracked customer service metrics on daily basis.
- Developed customer service processes to improve customer satisfaction.
- Documented and updated customer records in to record interactions and facilitate follow-up.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Education
General Health Care
Oakland Community College
Royal OakMedical Assistant - Medical Assisting
Ross Medical Education Center
Port Huron, MI02.2001
GED -
Truman High School
Taylor, MI01.2001
Skills
- Call Control
- Systems Evaluation
- Customer Data Confidentiality
- Operational Efficiency
- Online Systems
- Billing Adjustments and Refunds
- Performance Goals
- Service Quality Improvement
- Attention to Detail
- Process Transactions
- Client Relationships
- Troubleshooting and Resolution
- Navigational Skills
- Financial Statements
- Strong Telephone Etiquette
- Customer Account Management
- Collaborative Environments
- Report preparation
Timeline
Customer Service Representative Agent
BroadPath DOD Pharmacy Express Scripts Pharmacy
10.2022 - Current
Customer Service Representative
VXI Global EBT
11.2021 - 06.2022
Customer Service Representative
Teleperformance USA *Onstar*
10.2020 - 04.2021
General Health Care
Oakland Community College
Medical Assistant - Medical Assisting
Ross Medical Education Center
GED -
Truman High School
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