Nicole Marte
Brooklyn,NY
Summary
Customer-oriented Customer Support Supervisor with 2+ years progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Supervisor
Voro Motors
Brooklyn, NY
09.2021 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, and refunds.
- Resolved escalated customer disputes promptly while maintaining good relationships with customers.
- Created training manuals to resolve simple and complex customer issues.
- Recruited, interviewed, and selected employees to fill vacant roles.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Processed invoices, purchase orders and other financial paperwork in accordance with company policies.
- Developed and implemented effective office procedures to ensure smooth running of the organisation.
- Maintained accurate records of employee attendance data using HR software applications.
- Monitored stock levels within the office environment, placing orders when necessary.
- Provided technical guidance and troubleshooting assistance to customers on a variety of products and services.
Tea Consultant Lead/Barista
Harney & Sons
Soho, NY
10.2017 - 03.2020
- Knowledgeable of over 200 tea’s backgrounds and tasting notes
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Greeted customers upon entering the store and provided assistance.
- Stocked shelves with merchandise according to company standards.
- Organized displays to attract customers and promote sales.
- Tracked inventory levels throughout the day and restocked items as needed.
- Processed returned merchandise according to company policies.
- Completed transactions in an efficient manner while providing excellent customer service.
- Handled customer complaints in a professional manner.
Division Advisor
Uniqlo
Soho, NY
10.2014 - 08.2016
- Lead person in charge of replenishment and layout changes in Women’s division on the main floor of the Soho location.
- Responsible for backstock and replenishment
- Occasionally assisted cash wrap team during busy store hours
- Scheduled, managed and evaluated staff performance in the division.
- Identified areas of improvement within the division to ensure optimal efficiency and customer satisfaction.
- Monitored daily activities to ensure that tasks were completed on time and according to established standards.
- Provided guidance, support and direction as needed throughout various stages of project development.
- Facilitated collaboration between different teams working on overlapping projects within the division.
Education
Bachelor of Science - Music Industry and Technology
Mercy College
Dobbs Ferry, NY05.2017
High School Diploma -
Fiorello H Laguardia High School
New York, NY06.2013
Skills
- Proficient in Slack, Lark, Zendesk, Monday, Google Sheet
- Complaint Resolution
- Workflow Management
- Time Management
- Call Center Operations
- Team Building and Leadership
- Problem-Solving
- Handling Escalations
- Team Development
- Delegating Work
- Performance Evaluations
- Leading Team Meetings
Accomplishments
2021 Latin Grammy Award Winner for Best Folk Album of the year
Webby Award Winner for Music in Gimlet’s Spotify Podcast “Miami Mogul”
Maybelline Fit Commercial Production Placement
My Perfect World: The Aaron Hernandez Story - Scored by me accepted into the DOC NYC Film festival.
Languages
English
Full Professional
Spanish
Native/ Bilingual
Affiliations
- Music Producer
- Recording/Mix Engineer
Certification
- Dolby Atmos Music Certification
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementWork from home optionHealthcare benefitsPaid time off401k matchPaid sick leaveTeam Building / Company RetreatsTimeline
Customer Support Supervisor
Voro Motors
09.2021 - Current
Tea Consultant Lead/Barista
Harney & Sons
10.2017 - 03.2020
Division Advisor
Uniqlo
10.2014 - 08.2016
Bachelor of Science - Music Industry and Technology
Mercy College
High School Diploma -
Fiorello H Laguardia High School
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