NICOLE DONOVAN McFARLAND
Alorica Inc
Hattiesburg,MS
1
Certification
28
years of professional experience
Customer-focused professional with expertise in service solutions and communication. Delivers impactful problem-solving to enhance customer satisfaction and loyalty. Collaborates effectively in teams, adapts to evolving needs, and drives results through efficient service. Applies independent decision-making and sound judgment to support organizational success.
Work History
Customer Service Representative
3 Years 8 Months- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Handled high volume of incoming calls, resolving customers' concerns while maintaining a positive attitude and polite tone
- Conformed to HIPAA guidelines in interactions with callers and their representatives
- Listened closely to customers' concerns to provide accurate resolutions in a timely manner
- Accurately logged call notes and updated customer’s profiles as necessary
- Reviewed AI generated summaries for accuracy and completeness
- Calmly de-escalated tense situations with upset customers
- Escalated calls to supervisors when deemed necessary and/or appropriate
- Managed multiple software programs while taking calls
- Accurately processed payments to members' credit card or bank account
- Reviewed payment and or invoice history to clarify and resolve members' concerns about charges
- Promoted and offered available services to members
Customer Service Representative
1 Year 6 Months- Managed inbound and outbound calls in call center, ensuring adherence to quality control standards and program criteria to enhance customer satisfaction.
- Responded to clients’ queries using company databases, accurately documenting interactions while maintaining strict confidentiality to protect client information.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Managed escalated issues effectively, maintaining customer satisfaction and loyalty during challenging interactions.
Social Studies Teacher
10 Months- Designed and delivered engaging Social Studies lesson plans to foster student understanding
- Developed and utilized assessment tools to monitor and enhance student progress
Classroom Teacher
5 Years 11 Months- Prepared and implemented lesson plans to fulfill the Ministry of Education’s curriculum
- Established and maintained student behavior standards to foster a positive learning environment
- Maintained accurate student records (academic, behavioral and attendance)
- Communicated with parents, students, and school personnel to support student development and well-being
- Participated in staff meetings and school activities to contribute to collaborative planning and school community engagement
Library Assistant
1 Year 9 Months- Supported Director on special projects, enhancing information literacy initiatives
- Resolved students’ information queries, improving access to library resources
- Organized and indexed resources in electronic database for efficient retrieval
- Sorted and organized library materials for easy access.
Music Teacher
1 Year 8 Months- Taught music curriculum outlined by the Department of Education for Grades 2-6
- Supported junior choir, senior choir, fungi band, and recorder group during rehearsals and performances.
- Collaborated with senior teacher on grading and progress reports, ensuring accurate assessment of student development
- Facilitated practice sessions for school concerts and other programs, contributing to successful performances
Office Manager
5 Years 3 Months- Supervised supporting staff (clerical and accounting)
- Prepared department’s annual budget
- Coordinated preparation of department Annual Report, ensuring compliance with deadlines and accuracy of information
- Oversaw resource management by tracking inventory and restocking supplies.
- Managed department’s filing system including reviewing incoming correspondence, coding for correct file placement, and logging for easy retrieval
- Prepared weekly bank deposits
- Reconciled deposit receipts and submitted to Government treasury weekly
- Interfaced with the public to deliver essential services and information.
- Accepting and issuing receipts for payments for development applications
- Reviewing applications for development to ensure proper completion
- Assisted in the planning and execution of community forums
- Arranging meetings and or site visits with developers and department’s planners
- Town and Country Planning Department
Education
Bachelor of Science - Library and Information Science, Music (Vocal Performance)
Associate in Arts - Education (Primary)
Skills
Call documentation
Customer service
Customer relations
Problem resolution
Conflict resolution
Active listening
Relationship building
Critical thinking
Certification
- Teacher Certification
The University of the West Indies
June 2008
Timeline
Customer Service Representative
Alorica Inc
12.2022 - CurrentRead More
Customer Service Representative
SaviLinx LLC
03.2020 - 09.2021Read More
Social Studies Teacher
Adult Evening Program, Department of Education, Government of the Virgin Islands
09.2015 - 07.2016Read More
Classroom Teacher
Department of Education, Government of the Virgin Islands
08.2010 - 07.2016Read More
Library Assistant
Learning Resource Centre, HLSCC
09.2006 - 06.2008Read More
Music Teacher
Department of Education, Government of the Virgin Islands
11.2003 - 07.2005Read More
Office Manager
Town & Country Planning Department, Government of the Virgin Islands
08.1998 - 11.2003Read More
H. Lavity Stoutt Community College
Associate in Arts from Education (Primary)
Read More
The University of Southern Mississippi
Bachelor of Science from Library and Information Science, Music (Vocal Performance)
Read More