Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Neal

Grovetown,United States

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the service 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

7
7
years of professional experience

Work History

Sr Retention Account Executive

Comcast
Remote, Remote
12.2020 - Current
  • Upsold products and services to increase company revenue 36% beyond targets.
  • Surpassed sales targets 56% consistently and maintained solid top tier company rankings.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Retained existing clients and developed hundreds of new accounts by extending high quality and efficient support service.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Answered live online chats to give quick answers and solve problems faster.
  • Overcame objections and negotiated payments and helped customers regain or retain current account status.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Responded proactively and positively to rapid change.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.

Store Manager

Underground By Journeys
Augusta, GA
06.2017 - 08.2020
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Reduced shrinkage by closely monitoring inventory and security procedures, quarterly audit shrinkage rate under 1%.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Grew company sales 26% by devising strategic promotional plans capitalizing on changing market conditions.
  • Generated repeat business by developing and maintaining strong team of 32 employees devoted to customer service.
  • Hired, trained and supervised retail team members bringing in $1.6 million in annual revenue.

Assistant Store Manager

Journeys
Augusta , GA
05.2015 - 06.2017
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
  • Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Managed and trained over 80 employees
  • Used POS system to process sales, returns, online orders and gift card activations

Education

Bachelor of Business Administration - Business Administration

Cameron University
Lawton, OK
2024

High School Diploma -

Eisenhower High School
Lawton, OK

Skills

  • Customer service expert
  • Organization and Time Management
  • Flexible and Adaptable
  • Active Listening
  • Systems and software programs
  • B to B sales
  • Customer relationship management
  • Online chat
  • Customer retention
  • Complaint resolution
  • Teamwork and Collaboration
  • Cloud services

Timeline

Sr Retention Account Executive

Comcast
12.2020 - Current

Store Manager

Underground By Journeys
06.2017 - 08.2020

Assistant Store Manager

Journeys
05.2015 - 06.2017

Bachelor of Business Administration - Business Administration

Cameron University

High School Diploma -

Eisenhower High School

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Nicole Neal