Nicole Farley
Summary
A customer service professional with focus on delivering high standards and achieving results. Known for effectively addressing customer concerns and contributing to improved service processes. Strong collaborator, adaptable to changing needs, and skilled in active listening and conflict resolution. Reliable and team-oriented.
Overview
13
13
years of professional experience
Work History
Customer Experience Associate
Weis Markets Inc
02.2021 - Current
- Looked for additional ways to expand products to customers by upselling new products and services.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.
Customer Service Representative
Gordmans Department Store
11.2017 - 10.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
CNA
Transitions Hospice Care
01.2017 - 10.2017
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
Certified Nursing Assistant
St Agnes Hospital
11.2015 - 01.2017
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
CNA
Fayette Rehab
10.2016 - 11.2016
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
Customer Service Representative
Walmart
02.2012 - 02.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
No Degree - CNA/GNA
IT Works Learning Center
Baltimore, MD07.2014
GED -
Southwestern High School
Baltimore, MD06.2007
Skills
- Computer Skills
- Customer Service
- Understanding Customer Needs
- Sales and Upselling
- Customer Data Confidentiality
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Problem Resolution
- Customer Relations
- Microsoft Office
- Transaction Processing
- Product Recommendations
- Calm Under Pressure
- Relationship Building
- Employee Coaching
- Complaint resolution
- Money handling abilities
- Report Preparation
- Billing Adjustments and Refunds
- Order and Refund Processing
- Multi-line phone talent
- Order Fulfillment
- Order Processing
- Inbound Call Management
- Medical terminology knowledge
- Data Entry
Timeline
Customer Experience Associate
Weis Markets Inc
02.2021 - Current
Customer Service Representative
Gordmans Department Store
11.2017 - 10.2020
CNA
Transitions Hospice Care
01.2017 - 10.2017
CNA
Fayette Rehab
10.2016 - 11.2016
Certified Nursing Assistant
St Agnes Hospital
11.2015 - 01.2017
Customer Service Representative
Walmart
02.2012 - 02.2014
No Degree - CNA/GNA
IT Works Learning Center
GED -
Southwestern High School
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