Nicole Laabs
Greenville,WI
Summary
Proven professional with extensive experience in customer service and call center operations, notably at Thedacare Hospitals. Excelled in complaint handling and problem resolution, enhancing customer satisfaction through efficient service. Skilled in data entry and conflict mediation, demonstrating exceptional teamwork and collaboration. Achieved significant improvements in customer service metrics by leveraging strong communication and organizational skills. Experience with Microsoft office and multitasking. Am looking for a part-time work from home position. Am reliable and dependable.
Overview
26
26
years of professional experience
Work History
Customer Care Representative
Aurora Medical Center
08.2019 - 01.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Sent messages to nurses for patients.
- Sent in medication refill requests.
- Worked remotely from home.
Call Center Representative and Security Dispatch
Thedacare Hospitals
06.2011 - 05.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Paged in on call teams and Dr's for emergencies.
- Announced codes overhead
- Dispatched security officers when needed
- Data entry
- Monitored locked doors after hours.
Buser, Hostess, Waitress
VFW Harvey
06.1996 - 09.2011
- Answered customer questions about hours, seating, and menu information.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Contributed to positive guest experiences by providing personalized service and attention to special requests or preferences.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Used cash registers and credit card machines to cash out customers.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
Housekeeper
Thedacare Peabody Manor
02.2008 - 05.2011
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Built relationships with residents.
Education
High School Diploma -
Appleton North High School
Appleton, WI06.2001
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Problem Resolution
- Payment Processing
- Customer Relations
- Appointment Scheduling
- Documentation And Reporting
- Project Management
- Decision trees
- Computer Skills
- Calm Under Pressure
- Teamwork and Collaboration
- Microsoft Office
- Understanding Customer Needs
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Call Documentation
- Remote Office Availability
- Multi-line phone talent
- Administrative and Office Support
- LiveChat Messaging
Timeline
Customer Care Representative
Aurora Medical Center
08.2019 - 01.2022
Call Center Representative and Security Dispatch
Thedacare Hospitals
06.2011 - 05.2019
Housekeeper
Thedacare Peabody Manor
02.2008 - 05.2011
Buser, Hostess, Waitress
VFW Harvey
06.1996 - 09.2011
High School Diploma -
Appleton North High School
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