Nicole Mertz
Taylor,MI
Summary
Experienced customer service professional with over 15 years of proven success in delivering exceptional customer service. Skilled in developing and implementing effective sales, marketing communications, and advertising strategies. Highly motivated and creative, adept at building and maintaining strong customer relationships. Possesses a deep understanding of meeting customer needs and consistently exceeding expectations.
Overview
17
17
years of professional experience
Work History
Business Owner/Operator
Clean Ups LLC
01.2013 - Current
- Owner and Operator of a #1 Ranked Business in my area on Google
- Provide excellent customer service to all customers.
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Established a loyal customer base through targeted marketing campaigns, referral programs, and personalized customer experiences.
- Trained and motivated employees to perform daily business functions.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated strong relationships with suppliers/vendors to secure favorable pricing agreements for materials/services needed for daily operations.
- Managed financial operations effectively by implementing stringent budget controls and regular financial reporting procedures.
- Fostered a positive work environment that encouraged employee retention, professional development opportunities, and open communication channels.
- Exceeded revenue targets through effective marketing strategies and expanding product offerings.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Technical Support Representative/Customer Service Representative
Concentrix
12.2022 - 05.2024
- Handle a high volume of inbound and outbound technical support questions via phone, and email.
- Research, analyze and determine an appropriate course of action for TurboTax customers
- Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years' returns and amendments.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed high levels of call flow and responded to technical support needs.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
Sorter
Amazon
01.2022 - 07.2022
- Safely and efficiently utilized warehouse material handling equipment
- Maintained database of packages, scanned packages and sorted into correct bins, built and wrapped pallet loads for shipment, and assisted on shipping and receiving dock.
- Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
- Used hand-held scanners to sort items into specific categories.
- Stacked items according to weights, sizes, types, and picking priorities.
- Reduced errors in the sorting process by conducting thorough quality checks and maintaining accuracy.
- Operated pallet jacks to move large and heavy items for sorting.
- Maintained high standards of cleanliness and safety within the workplace, reducing potential hazards during the sorting process.
- Inspected items for damage or defects before sorting as part of quality control process.
- Followed company policies and procedures to produce consistent work results.
- Assessed and sorted items into containers or designated areas according to classification, size, and condition.
- Recorded and tracked items sorted to confirm accuracy.
- Consistently met or exceeded performance targets in terms of both speed and accuracy while sorting items.
Server/Bartender/Hostess
Mexican Village Restaurant
07.2010 - 07.2019
- Created a welcoming and positive environment to make dinners and guests feel at home
- Provided exceptional customer service that resulted in having weekly regulars
- Maintained a robust knowledge of over 100 food items and drinks to proactively upsell menu items to guests while ensuring customer satisfaction.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
Janitorial Team Leader
ABM Industries
01.2008 - 07.2010
- Improved facility cleanliness by developing and implementing effective janitorial procedures.
- Increased customer satisfaction with consistently thorough attention to detail in all assigned areas.
- Ensured prompt response to emergency situations, minimizing downtime and potential hazards.
- Streamlined inventory management with systematic organization of cleaning supplies and equipment.
- Maintained a safe work environment through regular inspections and adherence to safety protocols.
- Conducted regular safety meetings to reinforce compliance with OSHA regulations and company policies.
- Enhanced team efficiency by providing clear guidance and hands-on training for staff members.
- Contributed to a positive work environment through open communication channels among team members.
- Established a proactive approach towards preventative maintenance, reducing the need for reactive measures.
- Optimized scheduling processes, ensuring adequate staffing levels during peak times and reduced labor costs during slow periods.
- Trained staff on safe operation of cleaning equipment, tools, devices and chemical and cleaning agents to efficiently perform duties and reduce harm to floors, fixtures, staff and environment.
Education
High School Diploma -
Chadsey High School
2007
Skills
- Customer Service (10 years)
- Account Management
- Dual Monitor Experience
- Documentation
- Order Fulfillment
- Assertiveness
- Product Education
- Information Security
- Microsoft Office
- Digital Marketing
- Google Workspace
- Customer Relations
- Google AdWords
- Web Design
- Social Media Management
- Salesforce
- Chat Expert
- Product Support
- CCP
- Slack
- Restaurant experience
- Mac OS (10 years)
- Safety Training
- Small business operations
- Sales tactics
- Personnel Management
- Financial Reporting
- Marketing expertise
- Operations Management
- Marketing campaign development
- Human Resources
- Customer Relations
- Employee Training
- Quality Assurance
- Customer Service Expert
- Microsoft Excel
- Client Relations
- Call Center Operations
- Follow-up skills
- Customer Relationship Management (CRM)
- Building rapport
- Technical Support
- Quality Control
- Clerical Support
- Live chat support
- Filing
- Dispute Resolution
- Customer Education
- Product and service solutions
- Coordination
- POS systems expert
- CRM Software
- Vendor Relationship Management
- Bookkeeping
- Policies and Procedures Development
- Inventory Management
- Scheduling
- Desktops, Laptops, and Mobile Devices
- Call flow maximization
- Payment Processing
- Critical Thinking
- Multitasking
- Excellent Communication
- Teamwork and Collaboration
Timeline
Technical Support Representative/Customer Service Representative
Concentrix
12.2022 - 05.2024
Sorter
Amazon
01.2022 - 07.2022
Business Owner/Operator
Clean Ups LLC
01.2013 - Current
Server/Bartender/Hostess
Mexican Village Restaurant
07.2010 - 07.2019
Janitorial Team Leader
ABM Industries
01.2008 - 07.2010
High School Diploma -
Chadsey High School
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