NIcole Jones
Struthers,OH
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Call Center Customer Service Representative
Aspen Dental
12.2022 - Current
- Maintained up-to-date knowledge of product and service changes.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Educated customers about billing, payment processing and support policies and procedures.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Insurance Agent
Symmetry Financial Group
01.2021 - 11.2022
- Built strong relationships with clients through consistent communication and excellent customer service.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Researched and identified potential new markets.
- Streamlined administrative tasks, improving overall office efficiency and productivity.
One-On-One Aide
Mahoning County Board Of Developmental Disabilities
02.2015 - 03.2020
- Provided ongoing feedback to teachers regarding student progress, ensuring consistent communication among all parties involved.
- Guided students through modified assignments that aligned with their specific skillsets while still meeting curriculum requirements.
- Assisted in the organization and execution of field trips and school events, ensuring that students with special needs were fully included and supported throughout the experience.
- Collaborated with multidisciplinary teams consisting of therapists, counselors, and other professionals to provide comprehensive support for each student''s unique needs.
Customer Service Representative
Verizon Wireless
01.2005 - 02.2015
- Utilized customer service software to manage interactions and track customer satisfaction.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Tracked customer service cases and updated service software with customer information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Struthers High School
Struthers, OH06.1998
Skills
- Resolving issues
- Customer Correspondence
- Patience Maintenance
- Retail store support
- Customer Service
- Service Recommendations
- Customer communications
- Following scripts
- Sales closing
- Customer Satisfaction
- Quality Control
- Service standard compliance
- Building rapport
Timeline
Call Center Customer Service Representative
Aspen Dental
12.2022 - Current
Insurance Agent
Symmetry Financial Group
01.2021 - 11.2022
One-On-One Aide
Mahoning County Board Of Developmental Disabilities
02.2015 - 03.2020
Customer Service Representative
Verizon Wireless
01.2005 - 02.2015
High School Diploma -
Struthers High School
Similar Profiles
Grant W Sims DDSGrant W Sims DDS
Associate Dentist at Philco Dental Group/Aspen Dental Central ILAssociate Dentist at Philco Dental Group/Aspen Dental Central IL
Cassandra MoralesCassandra Morales
Office Manager at Aspen DentalOffice Manager at Aspen Dental
Brittany PurnellBrittany Purnell
Operations Lead at Aspen DentalOperations Lead at Aspen Dental
RICHARD L. MCDANIELRICHARD L. MCDANIEL
Dental Lab Technician at Aspen DentalDental Lab Technician at Aspen Dental
Paulette JohnsonPaulette Johnson
Clinical Supervisor at Nightingale CareClinical Supervisor at Nightingale Care