Summary
Overview
Work History
Education
Skills
Work Preference
Work Availability
Timeline
Generic

Nicole O'Neal

Cleveland,OH

Summary

Personable and adaptable with positive attitude, dedicated to providing exceptional customer service and resolving issues efficiently. Familiar with communication strategies and problem-solving techniques, and skilled in using CRM systems and managing customer interactions. Committed to driving customer satisfaction and fostering long-term relationships.

Overview

15
15
years of professional experience
4
4
years of post-secondary education

Work History

Customer Service Consultant

Progressive Insurance
Euclid, OH
09.2019 - 04.2025
  • Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
  • Collaborated with team members to share best practices and improve overall performance within the department.
  • Participated in cross-functional projects aimed at improving overall company performance and customer experience.
  • Maintained comprehensive knowledge of product offerings and company policies through continuous learning initiatives such as workshops or webinars.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

Customer Service Representative Specialist

K&D Properties
mayfield Hts, OH
02.2017 - 09.2019
  • Improved customer satisfaction by actively listening to concerns and providing timely resolutions.
  • Participated in regular team meetings to share ideas on improving processes or addressing common challenges faced within the role.
  • Conducted thorough research on customer inquiries, ensuring accurate information was provided during interactions.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Promptly responded to inquiries and requests from prospective customers.

Customer Care Representative

CNAC
06.2010 - 02.2017
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Trained new personnel regarding company operations, policies and services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Education

High School Diploma -

Cleveland Heights High School
Cleveland Heights, OH
09.1990 - 05.1994

Skills

  • Call center experience
  • Complaint Handling
  • Inventory Tracking
  • Inbound Call Management
  • CRM Software
  • Documentation
  • Computer Proficiency
  • Customer Acquisition
  • Data entry
  • Multitasking and organization
  • Decision-making
  • Team collaboration

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offPaid sick leavePersonal development programs

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Consultant

Progressive Insurance
09.2019 - 04.2025

Customer Service Representative Specialist

K&D Properties
02.2017 - 09.2019

Customer Care Representative

CNAC
06.2010 - 02.2017

High School Diploma -

Cleveland Heights High School
09.1990 - 05.1994

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