Nicole Evans
Lafayette,TN
Summary
Proactive and meticulous assistant manager with over 3 years of experience and over 5 years of customer service experience. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Customer-focused professional with a successful 8 year career. 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. Dynamic successful applying professionalism and great customer service in busy business environment. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Security Finance, Financial Services
2023.12 - Current
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Worked side by side with the manager.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Assisted customers with making payments or setting up a payment plan.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Assistant Manager
Covington Credit
2016.05 - 2017.05
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed strong working relationships with staff, fostering a positive work environment.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- 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.
Customer Service Sales Representative
Home Shopping Network
2013.05 - 2015.05
- 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.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed a comprehensive knowledge of product and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- 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.
Education
Associates - Paralegal Studies
Volunteer State Community College
Gallatin, TN05.2015
Skills
- Goal Setting, Team motivation & Collaboration
- Customer Relationship Management (CRM)
- Call center experience (work at home)
- Professional telephone demeanor & Multi-line phone talent
- Professional and Courteous
- Idea Development and Brainstorming
- Workload Management
- Prioritization & Multitasking
- Computer Skills/MS Office
- Problem-solving abilities
- Customer Education
- Product and service knowledge
- Good Judgment & Decision-Making
- Sales Growth & Business Development
- Promotional planning
- Marketing knowledge & Sales Strategies
- Task Delegation
- Money Handling
- Active Listening & Critical Thinking
- Data Entry & Payment Processing
- Proofreading & Reading Comprehension
- Research
Timeline
Assistant Manager
Security Finance, Financial Services
2023.12 - Current
Assistant Manager
Covington Credit
2016.05 - 2017.05
Customer Service Sales Representative
Home Shopping Network
2013.05 - 2015.05
Associates - Paralegal Studies
Volunteer State Community College