Nicole Pisano
East Rochester,NY
Summary
Proven in enhancing customer satisfaction and streamlining operations, I leveraged my problem-solving and effective communication skills at TSYS to significantly reduce chargeback rates. My background spans bartending instruction, customer service, and merchant services, consistently achieving results through creativity, critical thinking, and a focus on relationship building. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
13
13
years of professional experience
Work History
Bar Instructor
LBS Bartending School
03.2018 - Current
- Collaborated with fellow instructors to develop comprehensive curriculum materials that covered all aspects of bartending, from drink preparation to bar management.
- Boosted student job placement rates by offering assistance with resume writing, interview preparation, and networking opportunities within the local hospitality industry.
- Conducted evaluations and performance reviews for continuous improvement in course content, delivery methods, and overall student experience.
- Strengthened customer service skills of students by emphasizing the importance of professional communication and demeanor in hospitality settings.
- Increased student confidence in their bartending abilities through hands-on training and personalized feedback.
- Encouraged responsible alcohol service by educating students on local laws, regulations, and certification requirements related to the industry.
- Developed strong rapport with each class cohort by maintaining open lines of communication and fostering an inclusive learning environment.
- Organized field trips to local bars and breweries for students to gain real-world exposure to different styles of bartending operations.
- Empowered students to explore their unique bartending styles by encouraging experimentation with different techniques and ingredients during practical exercises.
- Introduced time-management strategies for effective bar station organization, leading to increased efficiency among students during practical exercises.
- Enhanced student bartending skills by demonstrating and teaching proper techniques for mixing, garnishing, and serving drinks.
- Facilitated interactive workshops for mastering specific cocktail recipes, resulting in higher levels of proficiency among students.
- Improved overall course satisfaction by regularly updating lesson plans to incorporate industry trends and best practices.
- Streamlined course content delivery methods using multi-media presentations, improving overall accessibility and clarity for diverse learning styles.
- Incorporated role-playing activities into lessons for better understanding of handling challenging customer situations while maintaining professionalism.
- Provided guidance on inventory management, enabling students to better understand the business aspects of running a successful bar operation.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Fostered student curiosity and interest through creative hands-on activities.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Created lessons and online testing materials to facilitate remote learning.
- Adapted teaching methods and materials to meet students' varying needs.
Customer Service Representative and Sales Rep
MarketSource
02.2023 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- 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.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Bartender and Server
Braddock Bay Tavern and Grill
01.2019 - 01.2023
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Obtained cash bank and stocked service bar to prepare for operation.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Trained new staff on bar procedures, cocktail recipes, and customer service standards, ensuring consistent service quality.
- Contributed to event success, planning beverage menus and efficiently serving large groups.
- Enhanced establishment's reputation, consistently receiving positive feedback on customer satisfaction surveys.
- Ensured compliance with health and safety regulations, routinely checking and documenting bar cleanliness and equipment functionality.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
Merchant Services Representative
TSYS
02.2012 - 12.2018
- Enhanced customer satisfaction by promptly addressing and resolving merchant inquiries and concerns.
- Contributed to the creation of marketing materials targeting potential merchant customers, driving lead generation efforts.
- Assisted merchants in selecting optimal payment solutions, resulting in increased sales volume.
- Provided comprehensive training on payment systems for new merchants, promoting seamless transition and integration.
- Conducted thorough risk assessments, ensuring compliance with industry regulations and minimizing fraud cases.
- Evaluated creditworthiness of prospective clients through diligent review of financial statements and credit reports.
- Developed tailored recommendations for merchants based on detailed analysis of their business needs and goals.
- Served as a liaison between technical support departments and merchants during system updates or troubleshooting incidents.
- Streamlined payment processing for clients by implementing efficient transaction procedures.
- Collaborated closely with cross-functional teams to optimize service offerings and maximize client success.
- Managed high-volume portfolios, effectively balancing workload while maintaining strong client relationships.
- Boosted merchant retention rates with proactive outreach and relationship-building efforts.
- Maintained up-to-date knowledge of industry trends and best practices to provide informed advice to clients.
- Supported the launch of new programs by providing valuable feedback from merchants during pilot phases.
- Implemented process improvements, significantly reducing chargeback rates for clients'' businesses.
- Ensured timely handling of disputes by coordinating resolutions between issuing banks, cardholders, and merchants.
- Increased revenue generation by upselling appropriate products and services to existing clientele.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Prepared pricing agreements and contracts to close sales.
- Used consultative sales approach to understand and meet customer needs.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Serviced existing accounts on regular basis to maximize revenue.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Connected customers with services based on individual needs and vendor capabilities.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Set up appointments with potential and current customers to promote new products and services.
- Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
- Drove new business by acquiring new clients and expanding new and existing relationships.
- Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
- Monitored weekly sales to write reports for senior leadership and streamline operational processes.
- Researched potential clients and markets to prepare for appointments.
- Leveraged proven sales methods to increase revenue and surpass sales objectives.
- Demonstrated products and specific features at customer locations and special events.
- Produced remarkable sales and enhanced numbers by managing complete lifecycle from networking through ongoing account servicing.
- Prospected new sales leads from directories, referrals and partners.
- Built professional sales presentations to promote services to groups of potential customers.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Proactively managed client correspondence and recorded tracking and communications.
- Networked at events and by phone to expand business profits and revenues.
- Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies.
- Tracked market and industry trends, regulations and practices through trade shows and publications.
- Boosted brand awareness, implemented promotional campaigns, and employed sales tactics as part of territory development.
Education
High School Diploma -
Wayne Central High School
Ontario, NY06.2000
Skills
- Attention to Detail
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Interpersonal and Social Skills
- Task Prioritization
Additional Information
- Referred to Job by my long time friend and landlord Darryl Gronsky, Who currently in a realtor with Howard Hanna. Feel free to call for a personal reference at 585.943.2702
- Referred to job by my friend and ex-coworker Wendy Davis, who is currently training to be a receptionist at the Howard Hanna location in Chili N.Y.. Feel free to contact her for a personal reference at 585.710.1055.
Timeline
Customer Service Representative and Sales Rep
MarketSource
02.2023 - 04.2024
Bartender and Server
Braddock Bay Tavern and Grill
01.2019 - 01.2023
Bar Instructor
LBS Bartending School
03.2018 - Current
Merchant Services Representative
TSYS
02.2012 - 12.2018
High School Diploma -
Wayne Central High School
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