Nicole Shelgren
Schenectady,NY
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Main Care Energy
07.2022 - Current
- Responsible for making all 45 Day Dunning calls, mailing Dunning letters and certified Tank Lock Out Letters and collecting payment
- Responsible for working the weekly Small Balance Reports
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responsible for training all CSR new hires when they go live
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assist other departments when needed
- Always willing to help out my fellow co-owners
Customer Service Representative
Amtrak/National Railroad Passenger Corporation
10.2019 - 02.2022
- Accurately and efficiently ticketed passengers to their chosen destination while dedicated to making their trip a lasting memory.
- Assisted travelers with their needs while simultaneously organizing time as not to delay trains.
- As Lead Customer Service Representative, I communicated thoroughly with the Train Master to keep the trains moving on schedule and to provide status updates on trains.
- Kept passengers aware of any changes in their travel itinerary.
- Answered questions regarding ticketing, baggage policy, train schedules, train status and helped with any assistance they may need to board the train.
- I handled customer complaints in a calm and professional manner to resolve their needs.
- Handled cash transactions efficiently and accurately with passengers as well as conducting safe and deposit audits.
Inventory Control Clerk
Amtrak
11.2013 - 10.2019
- Efficiently monitored and maintained stock for railroad maintenance facilities from Sunnyside, NY to Niagara Falls.
- Proficient with inventory control systems working independently, anticipating stock needs and updating locator information.
- Managed the ordering and receipt of product.
- Maintained the ordering if receipt products.
- Maintained computerized records of all stock and track their location and use rate.
- Prepare and generate daily, weekly, monthly, annual and quarterly reports.
Education
Suny Oneonta
Oneonta, NYSkills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
Timeline
Customer Service Representative
Main Care Energy
07.2022 - Current
Customer Service Representative
Amtrak/National Railroad Passenger Corporation
10.2019 - 02.2022
Inventory Control Clerk
Amtrak
11.2013 - 10.2019
Suny Oneonta
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