NICOLE DENISE SPENCE
Queens,USA
Summary
Skilled in customer service and data entry, I excel in high-pressure environments, as demonstrated at Delta Air Lines, Inc., where I enhanced loyalty through empathetic conflict resolution. My proficiency in Microsoft Office Suite and critical thinking contributed to significant process improvements, showcasing my ability to blend technical skills with interpersonal effectiveness.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Delta Air Lines, Inc
04.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved hundreds of customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated issues efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Temporary Contract Paralegal
Integreon, Inc.
08.2024 - 10.2024
- Supported the legal team on short term data breach project by analyzing over 500 legal documents daily to extract specific case related information including, but not limited to interoffice memos, emails, medical records, and employee incident reports.
- Maintained strict confidentiality of sensitive information, adhering to privacy policies and ethical guidelines at all times.
- Managed high-volume workloads effectively by utilizing advanced organizational skills and multitasking techniques during the review process.
- Leveraged industry-specific software tools for efficient data extraction and analysis during the document review process.
Document Review Paralegal
Haystackid, LLC
02.2021 - 06.2022
- Expedited document review process by conducting initial reviews of key documents for relevance and privilege status.
- Supported the legal team by creating summaries of key findings from document reviews, facilitating informed decision-making processes.
- Collaborated closely with attorneys and paralegals to provide comprehensive support during the document review process, enhancing case strategy development.
Customer Service Representative
NYS Department Of Labor
08.2021 - 10.2021
- Created cases and claims for new and missed unemployment benefits during the global pandemic and resolved over 100 customer issues daily, in a clear, courteous, and sincere manner.
- Conducted extensive research to address customer concerns in order to provide financial benefits and provide recommendations for other health, wellness, and financial resources.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts - Psychology
Hofstra University
Hempstead, NY12.2005
Paralegal Studies Certificate - Legal Studies
Hofstra University School of Continuing Education
Hempstead, NY04-2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Conflict Resolution
- Computer Proficiency
- Microsoft Outlook
- Scheduling
- Microsoft Office Suite
- Administrative Support
Certification
- American Bar Association Certified Paralegal, 2020
Timeline
Temporary Contract Paralegal
Integreon, Inc.
08.2024 - 10.2024
Customer Service Representative
NYS Department Of Labor
08.2021 - 10.2021
Document Review Paralegal
Haystackid, LLC
02.2021 - 06.2022
Customer Service Representative
Delta Air Lines, Inc
04.2016 - Current
Bachelor of Arts - Psychology
Hofstra University
Paralegal Studies Certificate - Legal Studies
Hofstra University School of Continuing Education
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