Nicole Moore
Chicago,IL
Summary
Seasoned Call Center Team Lead familiar with handling [Type] calls in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns. Excellent trainer and coach with [Number] years of related experience. Quality-driven team leader and experienced call center professional fluent in English. Friendly professional with a knowledgeable and organized approach to solving team and customer issues. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Motivated and disciplined team player with solid background of success in call center environments. Successful at satisfying customers while maintaining strict productivity and accuracy standards. Known for excellent collaboration and performance skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Hospitality service Lead position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Call Center Team Lead
Aramark
06.2023 - Current
- Handles advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Oversaw team of 39 agents focused on Food, Facilities, Transport & Room Reservation calls.
- Audit agents call from all lines of service.
- Coach agents when needed to advance their work performance skills.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Assist with escalated calls to better service the patient/staff experience.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Train staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Train new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
Call Center Customer Service Representative
Aramark
10.2011 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Resolved concerns with products or services to help with retention and drive sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
Education
High School Diploma -
Proviso East Highschool
807 S 1st Avenue Maywood, IL 6015305.2011
Skills
- Call Volume and Quality Metrics
- Maintaining Clean Work Areas
- Quality Assurance
- Workflow Processes
- Professional Relationships
- Job Assignments
- Employee Development
- Policy and Procedure Adherence
- Customer Feedback
- Knowledge Database Expertise
- Customer Data Confidentiality
- Customer Loyalty
- Effective Planning
Accomplishments
- Supervised team of 39 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved any customer service issue which led to positive results.
Timeline
Call Center Team Lead
Aramark
06.2023 - Current
Call Center Customer Service Representative
Aramark
10.2011 - Current
High School Diploma -
Proviso East Highschool
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