Hi, I’m
Nicole Davis
Charlotte,NC
Summary
My goal is to have a challenging career opportunity which would not only help me to utilize my educational background but to also gain experience in a role to employ my excellent interpersonal skills and enable me to make a positive contribution.
Overview
16
years of professional experience
1
Certification
Work History
Iqor Metro by Tmobile
Customer Service Representative
01.2023 - Current
Job overview
- Responded to customer requests for products, services, and company information.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Trained new personnel regarding company operations, policies and services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Created and maintained detailed database to develop promotional sales.
- Implemented and developed customer service training processes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
AC Hotel
Housekeeper
06.2023 - 04.2024
Job overview
- Performs cleaning duties in all guest areas and back of house.
- Consistently offers professional, friendly, and engaging service.
- Ensures housekeeping departmental standards are followed.
- Responds timely to guests' special requests for miscellaneous items like cribs, cots, extra towels, etc.
- Maintains inventory of necessary supplies.
- Reports necessary maintenance items.
- Follows departmental policies and procedures.
- Follows all safety and sanitation policies.
- Assists other departments when needed to ensure optimum service to guests.
- Performs additional duties as needed.
Clarion Hotel
Front Desk Associate
01.2022 - 01.2023
Job overview
- Quick and efficiently greet and check/in or out guest.
- Facilitate guest needs.
- Issue room keys.
- Process payments.
- Oversee housekeeping.
- Front if the house and facility upkeep.
- Order processor.
Conduent
Customer Service Representative
05.2020 - 01.2022
Job overview
- Answer Inbound calls quick and efficiently.
- Bill inquiry.
- Process payments.
- Start/stop service.
- Make sells.
- Troubleshoot devices.
- Assist customer with upgrade eligibility.
Convergys
Customer Service Representative
01.2019 - 05.2020
Job overview
- Administered strong customer services skills while customers.
- Help to resolve product issues and keep customer awareness.
- Managed quality communication, customer support, and product representation for each client.
Nene's Daycare
10.2017 - 01.2019
Job overview
- Monitored 10-15 children, planned and supervised class projects, field trips, visits by guests, or other experimental activities, and guided children to learn from those activities.
- Monitored inventory for children's nutritional needs, served meals and snacks in accordance with nutritional guidelines, assisted children in sanitary meal cleanup methods.
- Maintained and organized confidential filing system with all client records.
- Created daily lesson plans for children based upon an age appropriate guideline.
- Met with parents and guardians to discuss their child's progress and needs, determine their priorities, and suggest ways that they can promote learning and development.
Robinson Financial
Office Manager
05.2013 - 09.2017
Job overview
- Client Retention/Face to face.
- Recruiting and hiring new employees.
- Lead employees to maintain peak performance.
- Assumed both Authoritative and Democratic Leadership.
- Market research.
- Managing day to day operations.
Kangaroo Express
Cashier/Customer Service
08.2012 - 05.2013
Job overview
- Administered leadership skills and communication skills while leading team huddles to relay any new information.
- Maintained a healthy and clean environment and ensured all workers executed proper cleanliness practices.
- Maintained up-to-date knowledge of store policies.
- Organized weekly sales reports for the sales department, which allowed them to track product success.
- Exceeded daily credit card applications goals by an average of 30 percent each month.
Convergys
Customer Service Representative
10.2009 - 07.2011
Job overview
- Administered strong customer services skills while customers.
- Help to resolve product issues and keep customer awareness.
- Managed quality communication, customer support, and product representation for each client.
Education
Virginia College
Certificate from Medical Assisting
01.2013
Virginia College
Associate of Applied Science from Medical Assisting
01.2013
Skills
- Microsoft Office
- V-lookups
- Pivot Tables
- Organizing schedules
- Time management
- Data management
- Planning
- Implementing programs
- Multitasking
- Customer Service
- Marketing
- Sales
- Research
- Organizing onsite facilities
- Warehouse shipping
- Receiving
- Order picking
- Packing
- Cash register
- Leadership
- Human resources
- Recruiting
- Databases
- Office management
- Hotel experience
- Front desk
- Cash handling
- Cooking
- Restaurant experience
- Janitorial experience
- Cleaning
- Food service
- Quick service
- Fast food restaurant
- Data entry
- Phone etiquette
- Communication skills
- Supervising experience
- Writing skills
- Hospitality
- Laundry
- Maintenance
- Facilities maintenance
- Warehouse experience
- Shipping
- Packaging
- Materials handling
- Medical terminology
- Windows
- VPN
- Market research
Certification
Driver's License, 01/01/24, 12/31/31, Just had it renewed.
Personal Information
Work Permit: Authorized to work in the US for any employer
Affiliations
Us Army Veteran
Timeline
Housekeeper
AC Hotel
06.2023 - 04.2024
Customer Service Representative
Iqor Metro by Tmobile
01.2023 - Current
Front Desk Associate
Clarion Hotel
01.2022 - 01.2023
Customer Service Representative
Conduent
05.2020 - 01.2022
Customer Service Representative
Convergys
01.2019 - 05.2020
Nene's Daycare
10.2017 - 01.2019
Office Manager
Robinson Financial
05.2013 - 09.2017
Cashier/Customer Service
Kangaroo Express
08.2012 - 05.2013
Customer Service Representative
Convergys
10.2009 - 07.2011
Virginia College
Certificate from Medical Assisting
Virginia College
Associate of Applied Science from Medical Assisting
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