Nicole Portius
Las Vegas, Nevada
Summary
Empathetic and tech-savvy Customer Service Specialist with 3+ years of experience delivering personalized, high-quality support in fast-paced environments. Skilled in resolving complex customer issues with clarity and care across chat, email, phone, and social media channels. Known for fostering trust, improving satisfaction scores, and turning challenges into opportunities for customer success. Passionate about empowering educators and families through exceptional service and clear communication.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
EdTech Solutions Remote
Las Vegas, NV
01.2021 - Current
- Provided real-time support to parents and educators using online learning platforms, averaging 50+ interactions daily via chat and email.
- Increased customer satisfaction rating by 20% within the first six months through proactive issue resolution and personalized follow-up.
- Collaborated with product teams to identify recurring user pain points, contributing to user-experience improvements.
- Maintained 98% accuracy in account documentation and data entry within CRM systems.
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Provided detailed product information to enhance customer understanding and satisfaction with educational solutions.
Customer Service Associate
Broadpath Learning
Georgia
06.2018 - 01.2021
- Handled high-volume inquiries, supporting over 100 families weekly with curriculum setup, technical assistance, and billing resolution.
- Recognized for “Outstanding Customer Care” award for maintaining a positive, solution-first approach under pressure.
- Assisted with onboarding new customer service staff and developed internal FAQs to reduce average response times by 25%.
- Analyzed customer feedback to identify trends, driving improvements in service delivery.
- Implemented training sessions focused on product knowledge, boosting team performance and confidence.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Associate of Science - Associates of Business
College of Southern Nevada
Las Vegas, NV05-2020
High School Diploma -
Desert Pines High School
Las Vegas, NV05-2007
Skills
- Customer Relationship Management (CRM) Systems (eg, Zendesk, Salesforce)
- Multichannel Communication (Phone, Chat, Email, Social Media)
- Problem Solving & De-escalation
- Empathy & Emotional Intelligence
- Technical Proficiency & Digital Literacy
- Attention to Detail & Data Entry Accuracy
- Adaptability & Time Management
- Growth Mindset & Collaborative Teamwork
- Typing speed: 65 WPM
Timeline
Customer Service Representative
EdTech Solutions Remote
01.2021 - Current
Customer Service Associate
Broadpath Learning
06.2018 - 01.2021
Associate of Science - Associates of Business
College of Southern Nevada
High School Diploma -
Desert Pines High School