Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Fortson

Huntsville,AL

Summary

To obtain a position utilizing my educational background and applicable work experience. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

18
18
years of professional experience

Work History

Customer Care Representative

Verizon Wireless
05.2015 - 04.2016
  • Tier 1 technical support troubleshooting, make sound decisions when
    addressing customer concerns: using problem-solving skills to negotiate the best resolution for
    both customer and Verizon Wireless, effective time management and the ability to prioritize
    and/or manage multiple tasks, model Verizon Wireless Core Values and Company Credo in all
    daily interactions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Reviewing accounts for promotions and discounts
  • Porting and transfer of service
  • Line activation

Mail Handler

United Postal Service
01.2012 - 01.2015
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Maintained a clean and organized workspace to facilitate efficient mail handling processes.
  • Followed safety protocols while handling and sorting mail for personal safety purposes.
  • Maximized workplace safety with proper handling techniques for heavy or oversized packages.
  • Balanced workload effectively during peak seasons to ensure consistent service levels despite increased volume demands.
  • Maintained high level of confidentiality with mail items in line with regulations.
  • Ensured timely delivery of mail by loading and unloading trucks, as well as transporting sorted mail to appropriate areas within the facility.
  • Tugger, picked up mail and delivered to the loading docks

Group Leader

Block Institute
01.2009 - 01.2012
  • Responsible for the daily running of the group room
  • Directing group room staff to insure proper execution of daily activities for individuals are met
  • Responsible for the proper implementation of valued outcomes, behavior plans, and goals and their documentation of such
  • Attend Annual and semi-annual meeting for individuals providing input on individual progress and propose modifications if needed
  • Accompany individual on CIOs
  • Documentation of individuals data
  • Monthlies on individuals progress from data collected throughout the month
  • Responsible for the safety of staff and individuals in and outside of the group room

Assistant Group Leader

01.2008 - 01.2009
  • Assisted group leader in helping individuals achieve their valued outcomes
  • Collect and document data on individuals progress
  • Accompany individuals on their community outings.
  • Interaction with individuals

Accounts Payable Clerk

Decorisland LLC
01.2008 - 01.2009
  • Pay all invoices from vendors
  • Acquire and review monthly statements
  • Credits and debits
  • Payroll

The Block Institute ( Internship)
01.2007 - 01.2007
  • Coordinated activities for the day
  • Assisted in occupational therapy sessions for high functioning Autistic clients
  • Supervised activities for the day

N.Y.C.H.A O’Dwyer Houses Community Center (Internship)
01.2007 - 01.2007
  • Assisted children with their Homework
  • Assisted Librarian with Partners in Reading class
  • Provided general assistance to the office staff

Customer Service Supervisor

Decorative Hardware Direct
01.2006 - 01.2007
  • Answered phones, reviewed postal and electronic mail, scheduled appointments and arranged manager’s calendar
  • Dealt with vendors regarding the status of company and customer orders
  • Responsible for dealing with customer telephone or faxed complaints, as well as credit card disputes, returns and refunds

Manager of Customer Service

Nextweb Media
01.2005 - 01.2006
  • Responsible for all customer refunds, account adjustments, and complaints
  • Trouble shoot customer faxes
  • Work extensively with word, excel

Maintenance and Repair Customer Service Trainer/Representative/Supervisor

Cushman & Wakefield / CITIBANK
01.1998 - 01.2004
  • Responsible for the maintenance of 200 properties for Citibank
  • Liaison between branch personnel and vendors
  • Advising field supervisors, mechanics and vendors of various problems in the branches
  • Creating purchase orders for payment of vendors.
  • Trained all new employees
  • Acting supervisor
  • Responsible for al V.P requests of reports, making decisions on handling critical problems

Education

Associates of Science in Mental Health -

Kingsborough Community College
Brooklyn, NY
08.2008

Skills

  • Working knowledge of Microsoft Applications
  • Type 30 WPM
  • Excellent organizational and communication skills
  • CPR and SCIP certified

Timeline

Customer Care Representative

Verizon Wireless
05.2015 - 04.2016

Mail Handler

United Postal Service
01.2012 - 01.2015

Group Leader

Block Institute
01.2009 - 01.2012

Assistant Group Leader

01.2008 - 01.2009

Accounts Payable Clerk

Decorisland LLC
01.2008 - 01.2009

The Block Institute ( Internship)
01.2007 - 01.2007

N.Y.C.H.A O’Dwyer Houses Community Center (Internship)
01.2007 - 01.2007

Customer Service Supervisor

Decorative Hardware Direct
01.2006 - 01.2007

Manager of Customer Service

Nextweb Media
01.2005 - 01.2006

Maintenance and Repair Customer Service Trainer/Representative/Supervisor

Cushman & Wakefield / CITIBANK
01.1998 - 01.2004

Associates of Science in Mental Health -

Kingsborough Community College

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Nicole Fortson