Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Douglas

The Bronx,United States

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.

Overview

12
12
years of professional experience

Work History

Chat Support Representative

Amazon
Bronx , NY
03.2021 - 02.2022
  • Handled inbound customer chat conversations from various websites.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.

Customer Service Chat Representative

Sprint PCS, Mobile Telephone Company
Bronx, NY
10.2014 - 07.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Handled inbound customer chat conversations from various websites.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.

Data Analyst

Fulcrum Analytics
Bronx , NY
07.2021 - 01.2022
  • Coordinated statistical data analysis, design and information flow.
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Participated in requirements meetings and data mapping sessions to understand business needs.
  • Identified and documented detailed business rules and use cases based on requirements analysis.
  • Evaluated trends to understand competitive environments and assess current strategies.

Customer Service Chat Representative

Google
The Bronx, NY
10.2020 - 04.2022
  • Handled inbound customer chat conversations from various websites.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Facebook Moderator

Facebook.com
Bronx , NY
01.2018 - Current
  • Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters.
  • Remained up-to-date on workflow changes, operational guidelines and community standards to implement correct policies.
  • Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users.

Customer Service Specialist

Code Signal
The Bronx, NY
05.2018 - 12.2018
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.

Education

N/a - Psychology

College of New Rochelle, The
New Rochelle, NY
09.2002

Skills

  • Adobe Systems Adobe Acrobat
  • Microsoft Office
  • Defect Correction
  • Microsoft Windows
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Internet Explorer
  • CAD Software
  • Functional Specifications Compliance
  • Records Compilation and Maintenance
  • Material Revision and Deletion
  • Microsoft Project
  • Installation Oversight
  • Hardware and Software Integration
  • Codes and Standards Compliance
  • Performance Analysis
  • Testing Documentation
  • Microsoft Visual Basic
  • Visual Inspections
  • Critical Thinking
  • Complex Problem-Solving
  • Quality Assurance and Control
  • Time Management
  • Instructional Techniques
  • Active Listening
  • Special Projects
  • Quality Control Analysis
  • Judgment and Decision-Making
  • Customer Relations
  • Reading Comprehension
  • Positive Reinforcement Strategies
  • SAP
  • Linux
  • JavaScript
  • Writing
  • Coordination
  • Mathematics
  • Speaking
  • Monitoring
  • Troubleshooting
  • Microsoft Access
  • Filemaker Pro

Timeline

Data Analyst

Fulcrum Analytics
07.2021 - 01.2022

Chat Support Representative

Amazon
03.2021 - 02.2022

Customer Service Chat Representative

Google
10.2020 - 04.2022

Customer Service Specialist

Code Signal
05.2018 - 12.2018

Facebook Moderator

Facebook.com
01.2018 - Current

Customer Service Chat Representative

Sprint PCS, Mobile Telephone Company
10.2014 - 07.2018

N/a - Psychology

College of New Rochelle, The

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