Nicole Frierdich
Pensacola,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Member Service Representative
Blue Cross Blue Shield Of Florida
06.2018 - 09.2023
- Responded to customer calls and emails to answer questions about products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Associate
QVC Call Center
08.2014 - 05.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased revenue by cross-selling and upselling products and services.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Customer Support Specialist
Uhaul Moving And Storage
12.2011 - 07.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Answered constant flow of customer calls with minimal wait times.
Education
High School Diploma -
05.2000
- 4.0 GPA
Skills
- Account Management
- Customer Support
- Customer Service
- Member Retention
- Active Listening
- Healthcare Knowledge
- Problem Solving
- Policy Understanding
- Complaint Handling
- Sales Techniques
- Call Center Experience
- Product Knowledge
- Cross-selling
- Critical Thinking
- Attention to Detail
- Call Documentation
- Sales Quota Achievement
- Order Fulfillment
- Report Creation
- Customer Relations
- Issue and Complaint Resolution
- Complaint Investigation
- Order Documentation
- Inbound Call Management
- Customer Account Management
- Understanding Customer Needs
Timeline
Member Service Representative - Blue Cross Blue Shield Of Florida
06.2018 - 09.2023
Customer Service Associate - QVC Call Center
08.2014 - 05.2018
Customer Support Specialist - Uhaul Moving And Storage
12.2011 - 07.2014
Booker T Washington - High School Diploma,
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