Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nicole Epps

Tracy,CA

Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Overview

12
12
years of professional experience

Work History

Customer Service Specialist

Verizon Wireless
09.2018 - 01.2024
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers on company systems, form completion, and access to services.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Sought out extra training opportunities to enhance customer relationship management abilities.

Sales Support Associate

T-Mobile
03.2015 - 09.2018
  • Trained and developed new sales team associates in products, selling techniques, and company procedures.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Generated new sales leads to achieve and exceed monthly sales goals.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.

Sales Associate

Best Buy
01.2012 - 02.2015
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Education

High School Diploma -

Fred C. Beyer High School
Modesto, CA
05.2005

Skills

  • Strong problem solving ability
  • Troubleshooting skills
  • Proficient in customer account software
  • Employee relations specialist
  • Skilled multi-tasker
  • Active listening skills
  • Seasoned in conflict resolution
  • Courteous demeanor
  • High customer service standards
  • Focused on customer satisfaction

Accomplishments

Customer Service

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Managed call flow with up to 100 calls in queue per minute.
  • Exceeded corporate target for customer satisfaction for 12 months in a row.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Supervised team of 15 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Assisted in the managing of the company database and verified, edited and modified members’ information.

Timeline

Customer Service Specialist

Verizon Wireless
09.2018 - 01.2024

Sales Support Associate

T-Mobile
03.2015 - 09.2018

Sales Associate

Best Buy
01.2012 - 02.2015

High School Diploma -

Fred C. Beyer High School

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Nicole Epps