Open To Work
NICOLE M. SPELLMAN
Dealerlogix
Saint Francis,WI
Work Preference
Desired Job Title
Customer Support SpecialistConfiguration SpecialistCustomer Service RepresentativeCustomer Service RepresentativeProgram Account Support Representative
Work Type
Full TimeGig WorkConsulting
Location Preference
On-SiteRemoteHybrid
Location:
Saint Francis, WISouth Milwaukee, WILos Angeles, CA
Open to relocation:
Yes
Important To Me
Career advancementCompany CultureWork from home option4-day work week
23
years of professional experience
Dynamic and accomplished professional with extensive experience in customer service, logistics, and office management, driving customer retention and business growth through enhanced client satisfaction. Proven ability to streamline support processes and improve customer satisfaction, leveraging strong problem-solving, analytical skills, exceptional attention to detail, and effective time management. Adept at maintaining schedules, coordinating information flow, and supporting daily operations in dynamic environments, valued for strong collaboration and adaptability. Known for empathetic communication and ready to contribute expertise in customer success to foster a culture of excellence and continuous improvement.
Work History
Customer Support Specialist
6 Months- Facilitated effective communication through 20-30 daily calls, addressing customer concerns to enhance satisfaction scores.
- Analyzed and resolved customer inquiries efficiently, maintaining high standards of service quality and responsiveness.
- Developed strong rapport with clients by consistently delivering outstanding service and addressing their needs effectively.
- Ensured optimal attendance and performance levels by consistently meeting or exceeding KPIs related to call handling time, QA scores, and schedule adherence.
- Collaborated with cross-functional teams to enhance customer service processes and improve satisfaction.
- Trained and mentored new team members on best practices and system navigation.
- Developed comprehensive knowledge of Dealerlogix software to troubleshoot complex issues efficiently.
Configuration Specialist
5 Months- Facilitated comprehensive training sessions, guiding dealership service teams in mastering SaaS DMS functionalities.
- Provided guidance on system setup and troubleshooting, ensuring adherence to best practices for optimal workflow performance.
- Developed and organized detailed notes in CRM for all interactions, improving transparency and efficiency in team collaboration and case transitions.
- Engaged with cross-functional teams to streamline identification and resolution of configuration challenges.
- Facilitated mentorship for junior team members to enhance skills and promote ongoing growth within the team.
Customer Service Representative
1 Year 6 Months- Executed account development strategies by aligning with established branding guidelines to enhance business expansion.
- Directed and coordinated multiple projects annually, maintaining focus on timely delivery and compliance with established quality criteria.
- Collaborated with cross-functional teams to streamline support processes, reducing response times significantly.
- Developed and delivered comprehensive training programs for new employees focused on customer service excellence and efficiency improvement.
- Evaluated operational processes to uncover improvement opportunities, resulting in reduced response times.
- Engaged in continuous learning and maintenance of product knowledge to provide effective solutions for customer needs.
- Addressed complex customer issues through effective communication and problem-solving, enhancing customer satisfaction and company reputation.
- Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
Customer Service Representative
1 Year 1 Month- Supported sales team by managing order processing, resolving customer concerns, and ensuring high levels of service satisfaction.
- Partnered with sales team to develop and sustain strong customer relationships, leading to significant increases in retention and satisfaction.
- Oversaw shipment processes to address customer concerns and maintain adherence to project specifications, enhancing operational efficiency.
- Assisted team in training new representatives on product knowledge and service protocols.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Program Account Support Representative
1 Year- Coordinated customer and manufacturer interactions to enhance communication and drive project success.
- Facilitated tracking of shipments while addressing customer concerns and maintaining adherence to project specifications.
- Implemented structured onboarding for new hires, focusing on ERP database operations and essential daily tasks to optimize team performance.
- Addressed customer inquiries and implemented solutions to improve overall account satisfaction.
- Managed coordination of order processing and logistics to enhance delivery efficiency for promotional products.
Customer Service Representative
2 Years 1 Month- Oversaw client interactions for top accounts, driving efforts to maintain high levels of satisfaction and retention.
- Optimized communication workflows across departments to accelerate response times and enhance collaboration.
- Trained junior staff to enhance skills in effectively managing intricate customer challenges.
- Handled customer requests to enhance service satisfaction and provide accurate company information.
- Acquired comprehensive understanding of products to facilitate personalized recommendations for diverse customer profiles.
Construction Field Rep
1 Year 3 Months- Coordinated with leads to streamline project processes, ensuring effective execution and adherence to deadlines.
- Optimized bay merchandising and planogram implementation to enhance store layout and elevate customer experience.
- Facilitated installation of H-frame beams and pallet racking across various locations, ensuring adherence to Home Depot systems and policies.
- Partnered with retail teams to ensure adherence to promotional guidelines and maintain brand integrity.
- Conducted comprehensive training programs for new field representatives aimed at improving overall team effectiveness and information retention.
- Established effective communication channels with store management to ensure seamless coordination of store activities.
Customer Experience Creator
4 Months- Interfaced with vendors and clients to ensure the proper delivery of a shipment.
- Prepared paperwork associated with shipments.
- Implemented physical inventory procedures to match database inventory Direct point of contact for 15 clients.
- Created bills of lading for various commodities.
- Coordinated transportation for imports and domestic-based on client requests.
Customer Service Representative
1 Year 11 Months- Resolved product or service problems; determined root cause, solution strategy, and corrective action timeframe.
- Gathered data, researched/resolved inquiries, maintained call logs, and prepared reports.
- Created and analyzed customer profiles – assisted management in understanding customer needs, contract terms, pricing, and recommended possible products/services.
- Managed customers appropriately spending 80% of the time on large customers ($250K+/yr.).
Supervisor
10 Years 6 Months- Implemented structured training sessions for employees, focusing on job responsibilities and company policies to foster knowledge transfer and boost team performance.
- Directed team efforts to maintain high-quality output and timely delivery, effectively addressing errors and challenges to support customer retention initiatives.
- Evaluated team performance and monitored work activities through detailed analysis of records and reports, driving improvements in operational efficiency.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
High School Diploma
Skills
Problem-solving
Complaint handling
Customer relationship management (CRM)
CRM software
Ticket management
Product knowledge
Sales support
Salesforce
Customer service excellence
Timeline
Customer Support Specialist
Dealerlogix
02.2026 - CurrentRead More
Configuration Specialist
Right Stone Staffing
08.2025 - 01.2026Read More
Customer Service Representative
Hit Promotional Products/Visual Impressions
01.2024 - 07.2025Read More
Customer Service Representative
Marking Services
10.2022 - 11.2023Read More
Program Account Support Representative
Halo Branded Solutions
10.2021 - 10.2022Read More
Customer Service Representative
Visual Impressions
05.2019 - 06.2021Read More
Construction Field Rep
Signature Retail Services
10.2017 - 01.2019Read More
Customer Experience Creator
MHX
04.2017 - 08.2017Read More
Customer Service Representative
CIPS
05.2015 - 04.2017Read More
Supervisor
RGIS Inventory Specialist
12.2003 - 06.2014Read More
Fairfax High School
High School Diploma
Read More