Nicole Hunter
Newport News, Virginia,VA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Virtual Customer Service Agent
Arise Virtual Solutions Inc.
10.2019 - 07.2023
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Assisted clients with product questions to facilitate online ordering process.
- Answered live online chats to give quick answers and solve problems faster.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Developed customer service processes to improve customer satisfaction.
- Generated reports and tracked customer service metrics on daily basis.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Alorica
07.2016 - 08.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Advised customers on required information for claim submissions to progress applications.
Cosmetologist
Pretty Hair All The Time
03.2008 - 06.2016
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
- Maintained client treatment records and designed long-term care programs for return customers.
- Researched latest trends in hair and makeup to stay updated on color, style, and technique.
- Applied makeup to clients for special occasions to meet requirements.
Education
Bachelor of Arts - Government / Pre-Law
Regent University
Virginia Beach, VA12.2023
Skills
- Conflict Resolution Techniques
- Customer Feedback
- Revenue Generation
- Best Practices Management
- Customer Satisfaction
- Data Operations
- Trained in Salesforce
- Microsoft Office
- Clerical Support
- Database Systems
Timeline
Virtual Customer Service Agent
Arise Virtual Solutions Inc.
10.2019 - 07.2023
Customer Service Representative
Alorica
07.2016 - 08.2018
Cosmetologist
Pretty Hair All The Time
03.2008 - 06.2016
Bachelor of Arts - Government / Pre-Law
Regent University
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