Nicole Knudson
Sugarland,TX
Summary
Experienced customer representative with exceptional interpersonal and communication skills. Skilled in resolving customer issues and fostering positive relationships between customers and the company. Dedicated to delivering outstanding customer service, I excel in understanding customer needs and providing effective solutions. Proven track record of building rapport and ensuring customer satisfaction. Committed to delivering exceptional experiences that drive loyalty and contribute to the overall success of the organization.
Overview
16
16
years of professional experience
Work History
CSR
Foster Creek Veterinary Hospital
12.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Specialist
Gulf Coast Veterinary Specialists
05.2021 - 12.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Customer Service Representative
Westbury Animal Hospital
04.2018 - 05.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Trainer
Chick-fil-A
05.2013 - 05.2018
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Elevated participant engagement by developing interactive training modules.
Customer Service Representative
Comerica Bank
05.2016 - 04.2018
- Answered questions about company products and services, processed transactions, resolving issues, and proactive customer outreach
Singer
The Emotions
06.2008 - 08.2014
- Worked closely with songwriters and producers during recording sessions to achieve desired sound quality and artistic vision.
- Developed a diverse repertoire of songs and styles, appealing to a wide range of audiences.
- Enhanced audience engagement by incorporating visual and interactive elements into performances.
- Sang and danced with creative ensembles and troupes for dramatic and comedic performances.
- Practiced singing exercises and studied with vocal coaches to develop voice and rehearse for upcoming roles.
- Maintained professional relationships with venue owners, booking agents, and fellow musicians for seamless collaborations.
- Interpreted different music by making use of voice production, harmony, rhythm and melody to present characterization.
- Participated in vocal competitions, earning recognition for exceptional performance quality and skill level.
- Generated interest in original music by performing at open mic nights, showcases, and local festivals.
Education
San Jacinto College
Houston, TXLutheran South Academy
Pearland, TXSkills
- Digital Marketing Expertise
- Clear Verbal Communication
- Stress Management
- Initiative
- Dependable
- Flexible Skill Set
- Time Management
- Empathy
Leadership Experience
-5 years of leadership tenure at Epiphany Lutheran church choir.
-2 years of training at chick fil a
-2 years of CSR lead at Westbury animal hospital
References
Available upon request.
Communication Skills
Consistently displaying leadership skills through training and influencing new hires. Highly motivated to gain knowledge quickly and implement strategies to maintain productive flow of business. Active listening abilities permit ability to persuade a positive solution with both customers and team members.
Timeline
CSR
Foster Creek Veterinary Hospital
12.2023 - Current
Customer Service Specialist
Gulf Coast Veterinary Specialists
05.2021 - 12.2023
Customer Service Representative
Westbury Animal Hospital
04.2018 - 05.2021
Customer Service Representative
Comerica Bank
05.2016 - 04.2018
Trainer
Chick-fil-A
05.2013 - 05.2018
Singer
The Emotions
06.2008 - 08.2014
San Jacinto College
Lutheran South Academy
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