Open To Work
Nicole Houtman
Charlotte,NC
Summary
Motivated Customer Service Representative with extensive experience in enhancing customer satisfaction and driving sales growth. Proficient in relationship building, consistently exceeding sales targets through effective communication and problem-solving skills. Recognized for reliability and a proactive approach, demonstrating exceptional time management and prioritization abilities. Committed to delivering outstanding service and fostering positive customer experiences.
Overview
21
21
years of professional experience
Work History
Ramp Agent
American Airlines
09.2024 - Current
- Oversaw aircraft loading and unloading operations, ensuring timely departures and arrivals.
- Coordinated with ground crew to manage baggage handling efficiently.
- Trained new ramp agents on safety protocols and operational procedures.
- Implemented process improvements that enhanced workflow efficiency during peak hours.
- Conducted equipment inspections to maintain safety standards and operational readiness.
- Resolved operational issues promptly, minimizing delays and maintaining service quality.
City Carrier
United States Postal Service
07.2004 - Current
- Bundles mail in preparation for delivery or transportation to relay boxes
- Delivers mail to residences and businesses along specified routes
- Maintains accurate records of deliveries
- Provides customer service
- Sorts mail for delivery
- Responsible for organizing and memorizing the sequence order of the mail
Email Supervisor
Wells Fargo
08.2015 - 06.2020
- Resolved customer issues effectively, supporting all Consumer Team Department levels.
- Compiled and prepared complex reports using software, ensuring accurate record-keeping.
- Managed supply inventory and assisted with balancing general ledger lines.
- Coordinated recognition activities for the team, enhancing morale and engagement.
- Oversaw special projects, ensuring timely completion and team recognition initiatives.
Phone Banker 2
Wells Fargo
01.2014 - 08.2015
- Exceeded sales goals by promoting and cross-selling bank products effectively.
- Resolved customer inquiries promptly, enhancing satisfaction and retention rates.
- Demonstrated sound judgment by adhering to established guidelines and procedures.
- Coached new hires to improve performance metrics and customer interactions.
- Maintained compliance with evolving regulations and internal procedures monthly.
Customer Service AR Payment Center Rep
Time Warner Cable
11.2008 - 06.2012
- Assist customers resolving all billing/technical disputes, complaints, and inquiries
- Handle equipment returns and processes equipment exchanges
- Process service upgrades and downgrades
- Handles self-install orders
- Receive and process payments, prove out cash drawers daily
- Creates sales opportunities
Education
Diploma -
Christian Cornerstone School
Townsend, GA01.2004
Skills
- Multi-tasker
- Customer Service and Client Relations
- Problem Assessment
- Business Writing and Communications
- Correspondence Management
- Database Management
- Expense Control
- Microsoft Word/Access/Powerpoint/Outlook & Access
- Vendor Relations and Negotiations
- Accounts Payable and Receivable
- Supply Management
- Typing 45 wpm
Timeline
Ramp Agent
American Airlines
09.2024 - Current
Email Supervisor
Wells Fargo
08.2015 - 06.2020
Phone Banker 2
Wells Fargo
01.2014 - 08.2015
Customer Service AR Payment Center Rep
Time Warner Cable
11.2008 - 06.2012
City Carrier
United States Postal Service
07.2004 - Current
Diploma -
Christian Cornerstone School