Nicole Figueredo
Jacksonville,FL
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and loyalty at AT&T, adept in problem-solving and critical thinking. Excelled in high-stress situations, boosting retention through active listening and empathy. Skilled in data entry and proficient in leveraging computer tools to streamline processes, achieving top performance in collections at Bell Atlantic.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
AT&T
08.2003 - Current
- 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.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Collections Representative
Bell Atlantic
07.1992 - 08.1998
- Streamlined collections processes for improved efficiency and faster debt recovery.
- Established rapport with customers through active listening and empathetic communication techniques.
- Utilized advanced software tools to track account status, prioritize collections efforts, and monitor progress toward goals.
- Recognized as a top performer in the department due to exceptional results in both individual contributions and teamwork initiatives.
- Increased customer satisfaction by promptly addressing and resolving account issues.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
Education
High School Diploma -
North Bergen High School
North Bergen, NJ06.1992
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
AT&T
08.2003 - Current
Customer Service Collections Representative
Bell Atlantic
07.1992 - 08.1998
High School Diploma -
North Bergen High School
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