Nicole Rago
Holiday,FL
Summary
Skilled Customer Service Staff with an extensive knowledge of store policies, store products, associate training needs and future goals. Accomplished in assisting customers and associates with store knowledge, inquires and requests as well as resolving customer complaints. Passionate about customer satisfaction and retention by delivering quality one of a kind service.
Overview
9
9
years of professional experience
Work History
Customer Service Staff
Publix Super Markets
Trinity, Fl
03.2013 - Current
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding product and service needs, addressing any and all concerns in a timely manner.
- Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations and coaching other customer service staff and cashiers to use correct approaches as well.
- Cross-trained in different departments in store in order to provide skilled back-up for customer-facing teams.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Completed diverse tasks on a daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
- Provided primary customer support to internal and external customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Assisted with new hire processes such as entering new hire information into the store's application system, scheduling on site training and assisting with the set up of their personalized Publix account.
- Completed I9, tax credit forms and other legal documents needed to hire new associates.
- Welcomed new associates to the store through an onboarding program and assisted with any and all training needs including computer based and on the job training.
- Assisted with in store fundraisers for organizations such as March of Dimes, Special Olympics and United Way.
Education
Bachelor of Science - Educational Studies And Community Leadership
St. Petersburg College
Tarpon Springs, Florida12.2019
High School Diploma -
Anclote High School
Holiday, FL05.2015
Skills
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Issue and Complaint Resolution
- Front-End Supervision
- Customer Service and Assistance
- Employee Coaching and Motivation
- Proficient in Microsoft Word, Powerpoint and Excel
- Comfortable with inbound and outbound calling
Timeline
Customer Service Staff
Publix Super Markets
03.2013 - Current
Bachelor of Science - Educational Studies And Community Leadership
St. Petersburg College
High School Diploma -
Anclote High School