Nicole Griffin
New Orleans,LA
Summary
Polished, professional customer service rep offering: Ten years of experience providing customer support in a busy call center environment for representatives and customers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Overview
20
20
years of professional experience
Work History
Clerk
US Postal Service
Mandeville, Louisiana
01.2019 - Current
- Duties: Process incoming and outgoing mail using automated mail processing equipment or manual methods of sortation and distribution. They also collate, bundle, and transfer processed mail from one area to another, and they may be required to handle sacks of letter mail or parcels weighing as much as 70 pounds.
- Processed incoming and outgoing mail efficiently and accurately.
- Sorted and distributed mail to appropriate departments and addresses.
- Assisted customers with inquiries and provided information on services.
- Maintained inventory of supplies for postal operations and services.
- Assisted customers with inquiries and complaints in a professional manner.
Ramp Agent
Southwest Airlines
Nashville, TN
01.2018 - 01.2020
- Duties: Ramp Agents provide excellent customer service on and off of the ramp. The responsibilities include: marshaling aircraft, loading/unloading and sorting freight and baggage, servicing the aircraft, assisting with pushback and towing, deicing and other duties as assigned.
- Operated ground support equipment to facilitate efficient aircraft turnaround.
- Coordinated baggage handling to ensure timely delivery to passengers.
- Communicated with flight crews regarding aircraft status and operational needs.
- Followed procedures for hazardous materials handling during cargo processing.
Customer Service/Ramp Agent
Delta Global Services
Nashville, TN
01.2015 - 01.2018
- Duties: Provide accurate information in regards to flight scheduling and baggage logistics with new technology. Assist clients with proper itinerary times of arrival and departures through the use of computer technology. Marshall in and taxi out aircrafts in accordance with fight pilots. Adjust flight manifest with weight and balance along with international and domestic logistics. Maintain security guidelines while providing a professional experience.
Verizon Tech Coach/ Chat
Asurion
Antioch, TN
01.2014 - 01.2017
- Duties: Responsible for achieving optimal level of performance and customer satisfaction Providing technical support for advance wireless devices and services, handling over 10,000,000 calls/chats per year. Excellent interpersonal and communication skills. Respond to customers on chat platform.
Advanced Customer Care Representative
Asurion Wireless Insurance
Nashville, TN
01.2007 - 01.2014
- Duties: Handle customer/representative inquiries, complaints, research billing questions and or about payment extension/service requests. Deescalate callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
- Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in fall 2009. Ranking was based on accuracy, customer service, duration of calls and availability.
- Co-developed on-the-job training program that reduced training time from eight weeks to five.
- Contributed to sales increase in 2010 by improving lead generation & sales tracking techniques.
Ramp Agent
Piedmont Airlines
Greer, SC
01.2020
- Duties: include: marshaling aircraft, loading/unloading and sorting freight and baggage, servicing the aircraft, assisting with pushback and towing, deicing and other duties as assigned.
Education
Associate of Applied Science Degree (A.A.S.) - Digital Audio Production
International Academy of Design & Technology
NashvilleH.S. Diploma -
Warren Easton Fundamental Sr. High
New OrleansSkills
- Customer service
- Inventory management
- Problem resolution
- Communication skills
- Team collaboration
- Time management
- Conflict de-escalation
- Typing speed
- Document management
- Verbal and writing communication
- Meeting coordination
Accomplishments
- Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in fall 2009. Ranking was based on accuracy, customer service, duration of calls and availability.
- Co-developed on-the-job training program that reduced training time from eight weeks to five.
- Contributed to sales increase in 2010 by improving lead generation & sales tracking techniques.
Phone
cellular, (615) 218-0163
Timeline
Ramp Agent
Piedmont Airlines
01.2020
Clerk
US Postal Service
01.2019 - Current
Ramp Agent
Southwest Airlines
01.2018 - 01.2020
Customer Service/Ramp Agent
Delta Global Services
01.2015 - 01.2018
Verizon Tech Coach/ Chat
Asurion
01.2014 - 01.2017
Advanced Customer Care Representative
Asurion Wireless Insurance
01.2007 - 01.2014
Associate of Applied Science Degree (A.A.S.) - Digital Audio Production
International Academy of Design & Technology
H.S. Diploma -
Warren Easton Fundamental Sr. High