Nicole Ellis
Coeur d'Alene,ID
Summary
- I am continually increasing my skill set to effectively support any team over the course of my 15 years of customer service interactions and work related experiences. With an extensive background in customer service and communication, I am able to assist personnel and clients in person or remotely, and thus, excelled my learning path in a deep level of understanding and empathy, with the ability to use multiple systems and procedures with a variety of clientele on all levels. I am very passionate about what I do and follow through with punctuality, continued practice and the nonstop initiative to explore and advance daily in research, further developing my technological and interpersonal communicational skills on all avenues. Some of the key elements to my success are listed below:
- Stellar customer service skill
- Dynamic Communication
- Thirteen years of customer service experience in a variety of settings
- Very adaptable and highly motivated
- Excellent work ethic and documentation
- Strong analytical and logical thinking skills
- Ability to prioritize and efficiently manage multiple assignments
- 5 years of progressive experience in a call center which is always expanding and ever changing My personal qualities combined with my diverse experience will contribute to your success. My continued education, determination and real-world skills combined with my tenacity, are a perfect match for the position
Overview
17
17
years of professional experience
1
1
Certification
Work History
Delivery Driver
DoorDash
11.2023 - Current
- Pick up orders for customers and drop off to customer or at specified locations.
- Personal shopping orders and delivery.
Manager in Training
Aarons' Sales and Lease
04.2022 - Current
- Primary job is to work accounts and to work with customers on keeping their accounts in good standing and helping them work through any Payment issues. Making sure accounts and due dates and pay schedules are set correctly.
- Secondary job would be sales. Making sales and sales calls upselling and assisting customers that come in and demonstrating product.
- Thirdly, warehouse and organization. Making sure all merchandise is tagged and in its correct places. Quality assure any and all returned product, conduct any service repairs or duplicate service issues if needed. Go on deliveries to meet company needs.
- Lastly, would be to assist the GM in any other necessary projects or follow up with accounts sales or product technician positions.
Customer Service Representative
Check N Go
09.2016 - Current
- Loan processing, check cashing and money orders. I work with current customers and reach out to potential customers inquiring about installment loans. Go over APRs and refinancing. Work on past due customers and collections. Courtesy calls, reminder calls, and take customer payments. Always making sure we meet the CFPB standards and regulations.
DSL Internet Specialist/Back Office Agent
Qualfon
12.2010 - Current
- Sales Audits- Once sales are secured and issued I review for accuracy and validity.
- Order Writing- Inform customers of changes in technology and offer assistance with equipment change over. Ship equipment and notate accounts so representative's company wide are aware. Write the orders and send back to the designated project manager per each state.
- Average Handle Time Reports- Provide hourly reports of average handle time, breaking down the call based on talk time, hold time and after call work.
- Communication- Weekly conferences that provide information for the Project Manager, Field Supervisors and Field Technicians in order to make sure of any complication, further preparation, possible delays and any other work needed with a cross box to ensure that there is minimal downtime and swift execution with the migration.
- Customer Calls- Assisting customers with the process of the technology change over by providing them with detailed information, instructions and in some cases setting up a tech for dispatch to the customers home also. Ensuring each customers change is as smooth as possible and reassuring them we are here for support in any way possible through the jobs completion.
- Coaching agents- Pull calls, approve/deny credit adjustments, review call time and offering points on every call. Keep floor momentum positive and provide agents support and tools to complete tasks at hand. Approve payroll and PTO monitor break n lunch times.
Collections Specialist
Alliance Data
07.2017 - 05.2021
- Working collections I was able to rank in the top 20 for months at a time.
- Met monthly requirements with minimum coaching.
- Placed calls and made calls in an efficient manner.
Children's Department Specialist
Shopko
08.2008 - 04.2010
- Assist customers in store or on phone and help locate specific items desired.
- Set department ads for new sales, ensure price accuracy stock new items and maintain merchandise themes and presentations.
- Assist the cashier department if needed and aided Loss Prevention Specialist in stopping thefts and merchandise recovery.
Education
Associates in Science -
Ashford University Online
Coeur d'Alene, IDG.E.D -
North Idaho College
Coeur d'Alene, ID07.2009
Skills
Project Management
Certification
Driver's License
Timeline
Delivery Driver
DoorDash
11.2023 - Current
Manager in Training
Aarons' Sales and Lease
04.2022 - Current
Collections Specialist
Alliance Data
07.2017 - 05.2021
Customer Service Representative
Check N Go
09.2016 - Current
DSL Internet Specialist/Back Office Agent
Qualfon
12.2010 - Current
Children's Department Specialist
Shopko
08.2008 - 04.2010
Associates in Science -
Ashford University Online
G.E.D -
North Idaho College