Nicole Davis
Kings Mountain,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer, employee, and client care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Care Escalation Specialist
Belk Corporate
2021.08 - Current
- Provided excellent customer service and provided answers to customers questions within set standards.
- Utilized inbound and outbound telephone techniques to solidify and build customer relationships.
- Worked with multiple screens and programs to resolve customer issues.
- Worked cross-functionally with various members of internal and external teams.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective customer satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Implemented and developed customer service training processes.
Service Desk Agent
Curvature Technologies
2019.02 - 2021.03
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and hardware devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Collaborated with internal partners to effectively resolve user hardware issues.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Provided email and call requests to commercial
companies for all supported and unsupported
equipment through live calls as well as email. - Provided support to all service analysts and answered
questions regarding troubleshooting procedures. ▪ Open
new service incidents for clients regarding technical
support on hardware issues. - Adhere customers request on open service incidents
regarding technical support on devices covered and/or
not supported under service contract. - Dispatch service request to service partners
(subcontractor) if applicable.
▪ Assist colleagues,field engineers, sales executive
managers, etc with major clients accounts. - Experience using ticketing systems.
- Completed time and material quote request for clients
assets not supported.
IT Level 1
Family Dollar Corporate Office
2018.02 - 2019.02
- Performed troubleshooting to correct register hardware and software malfunctions.
- Linked registers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures.
- Provided technical support to all Family Dollar stores for all
point of sale equipment through live calls as well as email. - Provided “floor” support to all service analysts and
answered questions regarding store troubleshooting
procedures. - Analyzed data to determine support gaps and areas of
opportunity. - Created custom ad hoc reporting for business partners
(pivot tables, custom graphs, Infographics) - Experience using ticketing systems
- Documented and processed HR claims
- Documented and assisted in HR Taleo onboarding issues
- Handled sensitive data with OSHA compliance
- Escalate issues accordingly
- Decision making skills
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Recommended new and replacement hardware and software purchases.
- Set up and maintained user accounts and client access.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Benefits Verification Specialist
Amerisource Bergen -Lash Group
2017.10 - 2018.02
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked clients benefits enrollment for accuracy and inputted all data into appropriate system.
- Enter insurance information into database systems.
- Re-Verification of Benefits.
- Process, research, and identify policy specific coverage
for specific drugs and/or diagnosis codes. - Verify patient access to a specific drug through their
insurance carrier. - Making sure that patients' health care benefits cover
required procedures. - Complete New Patient Benefits.
- Requests pre-authorization for scheduled procedures.
- Accurately notate the account with actions taken for pre
certification, prior authorizations, and pre-determinations. - Collaborated with HR to develop and maintain up-to-date benefits manual.
School Bus Driver
Charlotte Mecklenburg School System
2012.10 - 2017.10
- Developed positive relationships with students, faculty and parents to support continuous rapport and communication.
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Transported students safely along prescribed routes according to tight schedules.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
- Maintained North Carolina driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Reported vehicle maintenance and repair issues to appropriate personnel for timely resolution.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Enforced student behavior policies and responded to student emergencies.
- Completed logbooks, incident reports and other daily paperwork.
Education
High School Diploma -
Central Piedmont Community College
Charlotte, NC01.2004
Skills
- Customer Interaction
- Corporate Standards
- Conflict Resolution Techniques
- Customer Experience
- Efficient Service
- Customer Orders
- Database Systems
- Customer Care
- Order and Refund Processing
- Billing Adjustments and Refunds
- POS Systems and Ordering Platforms
- Call Volume and Quality Metrics
Timeline
Customer Care Escalation Specialist
Belk Corporate
2021.08 - Current
Service Desk Agent
Curvature Technologies
2019.02 - 2021.03
IT Level 1
Family Dollar Corporate Office
2018.02 - 2019.02
Benefits Verification Specialist
Amerisource Bergen -Lash Group
2017.10 - 2018.02
School Bus Driver
Charlotte Mecklenburg School System
2012.10 - 2017.10
High School Diploma -
Central Piedmont Community College
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