Nicole Leon
GLENDALE,AZ
Summary
Dedicated worker with excellent communication, time management and computer skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.
Overview
14
14
years of professional experience
Work History
Front Office & Licensing Coordinator
Empowering Financial Group
09.2021 - 01.2023
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Trained team members in successful strategies to meet operational and sales targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Customer Service Representative II
American Family Insurance
04.2013 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of 75 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Chiropractic Assistant
Arrowhead Health Center and Spa
01.2009 - 04.2013
- Resolved escalated complaints and answered questions regarding policies and procedures.
- Implemented and enforced corporate and departmental policies and service standards.
- Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance
- Provided efficient and courteous service to customers at all times.
- Assisted with new hire orientation and employee training.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Worked with coworkers to complete tasks.
- Participated in ongoing training to enhance own job skills and knowledge.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.Documented conversations with customers to track requests, problems and solutions.Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.Secured client retention by driving service and product benefits, features and recommendations around clients' needs.Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.Informed customers about billing procedures, processed payments and provided payment option setup assistance.Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Associate Of Science - undefined
Bryman School of Arizona
High School Diploma - undefined
St Johns High School
Skills
- Product organization
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Problem-solving abilities
- Technologically savvy
- Call Center Operations
- Retail sales customer service
- Inbound and Outbound Calling
- Clerical support
- Credit card payment processing
- Staff Training
- Licensing Requirements
- Office Procedures
- Customer Satisfaction
- Customer Communication
License
Arizona license
Property , Casualty and Life
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Front Office & Licensing Coordinator
Empowering Financial Group
09.2021 - 01.2023
Customer Service Representative II
American Family Insurance
04.2013 - 08.2021
Chiropractic Assistant
Arrowhead Health Center and Spa
01.2009 - 04.2013
Associate Of Science - undefined
Bryman School of Arizona
High School Diploma - undefined
St Johns High School
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