NICOLE LACEY
Ontario,CA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Representative/Case Manager Specialist
American Honda Motor Co
Chino, CA
10.2023 - Current
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Utilized computer technology to handle high volume of calls in a timely manner.
- Maintained accurate records of incoming calls in internal database.
Shift Lead Manager
Walgreens
Ontario, CA
12.2022 - 09.2023
- Resolved customer complaints promptly in a professional manner while maintaining high levels of service excellence
- Identified operational process inefficiencies to recommend necessary improvements
- Oversaw personnel to maintain adequate staffing and minimize overtime
- Cashier, stock and inventory
Customer Service Dispatcher
MCJ Transportations
Ontario, CA
02.2015 - 12.2022
- Performed administrative duties such as filing documents, preparing bills and invoices and entering data into computer systems
- Created detailed reports on all dispatched jobs, which included information such as arrival times and completion times
- Monitored personnel and equipment locations and utilization to coordinate service
- Assisted customers with scheduling changes or emergency requests in a timely manner
- Communicated clearly and concisely to reduce errors and provide complete dispatch data
- Answering telephones and/or transferring calls to appropriate departments
Customer Service Representative
Pick Your Part/ Wecare
Anaheim, CA
06.2010 - 02.2015
- Tracked employee progress and implemented corrective actions to minimize mistakes and promote growth
- Arranged complex staff schedules to meet business needs
- Balanced cash drawers and resolved financial discrepancies using receipts and financial documents
- Monitored stock levels and placed orders as needed
- Food and drink preparation, order taking, and store maintenance
- Maintained knowledge of store products and services to make recommendations to customers.
Education
High School Diploma -
Etiwanda High School
06.2009
Some College (No Degree) - Business Management
Chaffey Community College
Rancho Cucamonga, CASkills
- Leadership
- Problem Solving
- Inbound Phone Call Management
- Documentation And Reporting
- Microsoft systems update and network settings
- Dedicated management professional
- CRM Navigation
- Call Center Customer Service
References
References available upon request
Timeline
Customer Service Representative/Case Manager Specialist
American Honda Motor Co
10.2023 - Current
Shift Lead Manager
Walgreens
12.2022 - 09.2023
Customer Service Dispatcher
MCJ Transportations
02.2015 - 12.2022
Customer Service Representative
Pick Your Part/ Wecare
06.2010 - 02.2015
High School Diploma -
Etiwanda High School
Some College (No Degree) - Business Management
Chaffey Community College
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