NICOLE LIGGINS
Richmond,VA
Summary
Eager for the opportunity to enhance my experience, knowledge, and passion in providing outstanding customer service. Excellent communicator with experience in Customer Services protocols, and office management.
Overview
11
11
years of professional experience
Work History
Customer Service Coordinator
Capital One
11.2022 - Current
- Provide clients with assistance on a variety of questions, inquiries, and requests on multiple financial products including level 1 technical support for password reset for online banking and ATM Debit cards.
- Responsible for following protocols for client identification and remediation of missing KYC data.
- Consult with other departments when necessary, providing them with all relevant client information and details needed to ensure a positive client transfer experience.
- Recognized as team top performer multiple times for receiving perfect score on accuracy.
Customer Success Specialist
Wells Fargo
02.2018 - 03.2022
- Provided online customer support assisting customers quickly resolve inquiries regarding various financial products in Call Center environment both in the office and working from home.
- Performed routine tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
- Escalated questions and refer more difficult issues to the Manager only when needed.
- Ability to express empathy when helping customers as you correct their issues.
- Comfortable assisting customers on the phone for long stretches of time in a demanding environment where there is a high volume of calls.
- Navigated multiple computer systems as needed to research customer needs and offer solutions, all while communicating effectively and accurately when delivering information.
Front Desk Administrative Assistant
Millenium Security Company
01.2017 - 05.2019
- Kept lobby and reception area clean, organized, and professional in appearance.
- Managed company emails, incoming/outgoing mail, and company text messages.
- Managed incoming and outgoing mail, packages, and faxes.
- Organized and updated filing systems, keeping records accurate and easily retrievable.
- Prepared outgoing correspondence as directed keeping all associates updated on compliance and procedural changes.
- Documented meeting activities, prepared organized minutes, and distributed them to attendees.
- Conducted scheduling for conferences, meetings, and other events.
Print & Center Specialist
The UPS Store
06.2015 - 12.2015
- Primary responsibility was delivering world-class customer service to customers.
- Assisted with opening and closing the center.
- Assisted customers with shipping needs, passport photos, and other services provided.
Associate Trainer
Panera Bread
09.2014 - 05.2015
- Collaborator with a commitment to outstanding customer service.
- Maintained understanding of company compliance requirements, employee roles, and department needs.
- Assisted with training of new associates.
- Engaged with customers while completing cash register transactions.
- Maintained clean, organized, and well-stocked checkout areas.
- Balanced cash drawer at beginning and end of each shift.
- Worked with customer service leaders and managers to meet customer needs.
- Provided customers with information about upcoming promotions and available items.
Education
AA degree - Business Administration
J. Sergeant Reynolds Community College
Skills
- Strong written and verbal communications skills
- Direct Client customer service experience in person, phone, and email
- Ability to overcome obstacles and solve problems quickly and efficiently
- Ability to work well under pressure, adapt to unexpected events
- Organized and efficient at prioritization of tasks
- Analytical and process-oriented mindset
- Detail-orientated, initiative-taker with experience multitasking in a deadline driven environment
- Excellent Microsoft Office Suite skills
Timeline
Customer Service Coordinator
Capital One
11.2022 - Current
Customer Success Specialist
Wells Fargo
02.2018 - 03.2022
Front Desk Administrative Assistant
Millenium Security Company
01.2017 - 05.2019
Print & Center Specialist
The UPS Store
06.2015 - 12.2015
Associate Trainer
Panera Bread
09.2014 - 05.2015
AA degree - Business Administration
J. Sergeant Reynolds Community College