Nicole Richmond
Fort Worth,TX
Summary
Experienced Customer Service Representative/Supervisor bringing 10+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
Work History
Customer Support Supervisor
Hyatt Hotels Corp
02.2018 - 08.2023
- Supported Supervisor in day-to-day operations, including team leadership, scheduling, and performance monitoring.
- Assisted in development and implementation of training programs, resulting in improved employee onboarding and skill development.
- Played key role in achieving and exceeding departmental goals and targets.
- Acted as liaison between front-line employees and management, addressing concerns and fostering positive work environment.
- Conducted regular team meetings to communicate updates, share best practices, and gather employee feedback.
- Assisted in preparation of reports and presentations for upper management.
- Managed department call volume of 700 calls per day and coordinated department schedules to maximize coverage during peak hours
Customer Service Representative
Amazon
01.2016 - 01.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associate of Science - Business Administration And Management
Tarrant County College District
Fort Worth, TX08.2016
Skills
- Talking on phone with finesse and connecting well through excellent communication skills
- Thriving as part of collaborative team, contributing positively to group's success
- Skillfully managing workloads and extra tasks independently, showing self-initiative
- Effectively conveying messages, keenly observing details, and skillfully prioritizing tasks
- Adapting readily to different job tasks and shift schedules, displaying flexibility
- Experienced in Salesforce, Netsuite, Microsoft Teams, Five9, etc
Timeline
Customer Support Supervisor
Hyatt Hotels Corp
02.2018 - 08.2023
Customer Service Representative
Amazon
01.2016 - 01.2018
Associate of Science - Business Administration And Management
Tarrant County College District
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