Summary
Overview
Work History
Education
Skills
Timeline
Generic
Nicole Olson

Nicole Olson

Hopewell Junction,NY

Summary

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

19
19
years of professional experience

Work History

Supervisor, Customer Support & Subscriptions

Laerdal Medical
01.2022 - Current
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies and best practices to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Created successful work schedules for each team member to maintain deadlines, fully staff shifts, and ensure quality of service and productivity.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Built strong relationships with the team to support business development opportunities and improve service.
  • Devised recommendations to streamline and simplify customer support system and improve response time.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Participate in new product launches and implementation to ensure a seamless post sale experience.
  • Identify gaps and develop strategies to enhance customer experience and mitigate errors.
  • Payroll management for team members.

Customer Service Specialist I, II, II

Laerdal Medical
01.2016 - 01.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Provided primary customer support to internal and external customers.
  • Maintained and managed customer files and databases.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

Bartender

TJ's Good Times
11.2020 - Current
  • Served high customer volumes during special events, nights, and weekends.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Obtained cash bank.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.

Patient Care Coordinator

Progressive Spine & Orthopaedics
01.2015 - 12.2015
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
  • Worked closely with patients to deliver excellent and direct individualized patient care.
  • Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
  • Monitored patient health records for accuracy to meet compliance with healthcare guidelines.
  • Provided support and guidance to patients and families to navigate healthcare systems.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Verified patient insurance eligibility and entered patient information into system.
  • Greeted and assisted patients with check-in procedures.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Helped address client complaints through timely corrective actions and appropriate referrals.

Customer Service Advocate

Maywood Veterinary Clinic
01.2011 - 12.2015
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Updated customer accounts to maintain accurate, current and compliant customer records.
  • Completed opening and closing functions to meet operational needs.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • 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.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and provided backup support for organizational leadership.
  • Developed and updated databases to handle customer data.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Dispense medication(s) and explain proper dose and usage to clientele.
  • Maintain accurate drug logs and inventory.
  • Triage and handle emergencies in a calm and professional demeanor.
  • Maintain annual OSHA certification and instate OSHA state regulation to daily activities.

Customer Support Representative

Englewood Animal Hospital
05.2007 - 12.2011
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Contributed ideas and practical solutions to support process improvement efforts.
  • Provide clients with information about common diseases, vaccines, health concerns, medications, and treatments.
  • Fill prescription medications and maintain an accurate log of all inventory and place monthly supply orders.
  • Triage and handle emergencies in a calm and professional demeanor.
  • Formulate international health certificates for U.S.D.A. Certification for pet travel requirements.
  • Maintain hospital to meet A.A.H.A protocols.
  • Finalize closing procedures and prepare bank deposits.

Administrative Assistant

Rotolo, Rotolo, Yi & Karpf Law Firm
05.2004 - 12.2006
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Drafted correspondence and other documents for lawyers and department heads in company's voice.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Transcribed and organized information to assist in preparing for litigation and court appearances.

Education

Bachelor of Arts - Sociology And Psychology

William Paterson University of New Jersey
Wayne, NJ
05.2012

Associate of Arts -

Bergen Community College
Paramus, NJ
05.2010

Skills

  • Order Management
  • Teamwork and Professionalism
  • Clear and Effective Communication
  • Staff Management
  • Customer Relationship Management
  • Complaint Management
  • Customer Escalations
  • Customer Service Management
  • Schedule Management
  • Staff Training
  • Key Performance Indicators (KPIs)
  • Training Programs
  • Motivational Leadership
  • Creative Solutions
  • Rewards Programs
  • Workflow Schedules
  • Account Management
  • Team Recruiting and Onboarding
  • User Support and Troubleshooting
  • Complex problem solving
  • High degree of critical thinking and autonomy
  • Proficient in Microsoft Word, Outlook, Excel, PowerPoint, Seibel, Sales Force, AHA Training Central, Enable, Salesforce, and QAD
  • CPR Certified

Timeline

Supervisor, Customer Support & Subscriptions

Laerdal Medical
01.2022 - Current

Bartender

TJ's Good Times
11.2020 - Current

Customer Service Specialist I, II, II

Laerdal Medical
01.2016 - 01.2022

Patient Care Coordinator

Progressive Spine & Orthopaedics
01.2015 - 12.2015

Customer Service Advocate

Maywood Veterinary Clinic
01.2011 - 12.2015

Customer Support Representative

Englewood Animal Hospital
05.2007 - 12.2011

Administrative Assistant

Rotolo, Rotolo, Yi & Karpf Law Firm
05.2004 - 12.2006

Bachelor of Arts - Sociology And Psychology

William Paterson University of New Jersey

Associate of Arts -

Bergen Community College

Similar Profiles

CREATE PROFILE
Nicole Olson