Nicole Haynes

Peoria,IL

Summary

Dynamic Senior Customer Service Representative Lead at Enterprise Mobility with a proven track record in complaint handling and team coaching. Expert in resolving customer issues and enhancing satisfaction through effective communication and problem-solving. Successfully trained new employees, fostering a collaborative environment that improved service delivery and customer loyalty.

Overview

years of professional experience

Work History

Senior Customer Service Representative Lead

Enterprise Mobility

10.2014 - 08.2024

I worked from home taking incoming calls providing customer care by helping customers resolve billing issues, managing loyalty accounts, helping troubleshoot for them to access their account. I did this through using multiple applications at a time. I also helped train, mentor, and motivate new employees.

Benefit Education Specialist

Meridan

09.2013 - 03.2014

I was working in the community at different sites and events building partnerships so that I can be in the position to help educate potential members about their health care options. After educating them, if the health plan benefited their family I was licensed with the state to enroll them into the health plan.

Education

GED -

Illinois Central College

Skills

Customer satisfaction
Call center experience
Complaint handling
Task delegation
Chat support
Inbound and outbound calls
Escalation management
Dispute resolution
Team coaching
Issue resolution
Teamwork
Customer service
Problem-solving
Problem-solving skills
Calm and professional under pressure
Excellent communication

Computer skills
Understanding customer needs
Customer service excellence
Team collaboration
Calm under pressure
Active listening
Effective communication
Adaptability and flexibility
Verbal and written communication
Decision-making
Problem resolution
Teamwork skills
Relationship building
Phone etiquette
Account reconciliation
Interpersonal communication

Accomplishments

I was involved in leadership program that very few were invited to that included networking, building my brand, and mentorship. I also was in charge of leading a program on our team to help keep engagement and fun in a virtual environment.

Additional Information

I have been a successful customer service driven employee and manger with over 25 years of experience.

Timeline