Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Mareci

Buffalo Grove,IL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Customer Service Representative /Tier 1 Technical Support Representative

Verizon Wireless
Rolling Meadows, IL
02.2018 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Provide customers with professional and respectful customer service and handled high volume of inbound calls from all types of customers with varying demeanors.
  • Handled over 50+ calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services

Contact Center Representative

Advocate Media Group
Rosemont, IL
01.2016 - 02.2018
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • Answered telephone calls to offer office information, answer questions and direct calls to staff.
  • Answered average of 35 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information

Technical Support Representative

Rand McNally
Chicago, IL
01.2014 - 02.2016
  • Resolved diverse range of technical issues across multiple systems and applications for customers across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Fielded average of 30 inbound phone calls to deliver support and remotely resolve service issues.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Translated complex technical issues into digestible language for non-technical users.

Education

High School Diploma -

East Leyden High School
Franklin Park, IL
01.2015

Skills

  • Data Entry and Maintenance
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Customer Account Management
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented

Timeline

Customer Service Representative /Tier 1 Technical Support Representative

Verizon Wireless
02.2018 - Current

Contact Center Representative

Advocate Media Group
01.2016 - 02.2018

Technical Support Representative

Rand McNally
01.2014 - 02.2016

High School Diploma -

East Leyden High School

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