Nicole Evans
TN
Summary
Customer-focused professional with a successful 8 year career.
Dedicated manager with over 3 years of experience and over 5 years of customer service experience. Devoted to giving every customer a positive and memorable experience. Gifted at working with all types of customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Skilled in working under pressure and adapting to new situations and challenges. Willingness to take on added responsibilities to meet team goals. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices.
Overview
2027
2027
years of professional experience
Work History
Manager
Security Finance, Financial Services
12.2023 - Current
- Building relationships with customers and other businesses.
- Cultivated lasting relationships with satisfied clients that led to repeat business.
- Office management.
- Oversee assistant manager.
- Managed accounts including updating information.
- Calendar/schedule management.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Approve or deny loans.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Educate customers on their options and the loan process.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Sales Representative
HSN
05.2015 - 05.2017
- Call center environment.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated account information to maintain customer records.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns. (100+ incoming calls daily)
- Contributed to team objectives in fast-paced environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed a comprehensive knowledge of product and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Provided comprehensive feedback on customer interactions, contributing to ongoing process improvements within the department.
- Set and achieved company defined sales goals.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
Assistant Manager
Covington Credit
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Approve or deny loans.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Pull credit reports to review credit worthiness.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Examined customer loan applications for loan approvals and denials.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
Education
Associate of Science -
Volunteer State Community College
Gallatin, TN12.2017
Skills
- Customer service
- Decision-making
- Time management
- Team leadership
- Workload management
- Staff training and development
- Staff supervision
- Employee scheduling
- Customer rapport
Timeline
Manager
Security Finance, Financial Services
12.2023 - Current
Customer Service Sales Representative
HSN
05.2015 - 05.2017
Assistant Manager
Covington Credit
Associate of Science -
Volunteer State Community College