Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Shouse

Batavia

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

16
16
years of professional experience

Work History

Customer Service Representative

Spectrum Charter Communication
07.2021 - 11.2024
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
  • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
  • Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
  • Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
  • Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries

Lead School Age Teacher

KinderCare Learning Centers
06.2018 - 07.2021
  • Developed and implemented engaging lesson plans for school-age children, incorporating a variety of educational activities and materials
  • Created a safe and inclusive learning environment that promoted social-emotional development and academic growth
  • Collaborated with other lead teachers to plan and coordinate special events, field trips, and extracurricular activities
  • Monitored student progress through ongoing assessments, tracking individual achievements, strengths, and areas for improvement
  • Provided individualized support to students with diverse learning needs or behavioral challenges
  • Maintained accurate records of attendance, incidents, observations, assessments, and parent communication logs

FOOD SERVICE WORKER/ASSISTANT MANAGER GOLD STAR CHILI

APPLEBEES TEXAS ROADHOUSE
01.2011 - 06.2018
  • Demonstrated excellent customer service and satisfaction by exceeding guest’s expectations.
  • Trained incoming staff regarding the restaurant’s procedures, culture and practices.
  • Gained immeasurable experience in multitasking, oral and verbal communication, customer satisfaction, and conflict.
  • Inspect supplies, equipment, and work areas.
  • Investigate and resolve complaints regarding food quality or service

CUSTOMER SERVICE REPRESENTATIVE

ALLIANCE DATA
01.2009 - 01.2011
  • Manage large amounts of incoming calls.
  • Generate sales leads.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Meet personal/customer service team sales targets and call handling quotas.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Take the extra mile to engage customers.

Education

HIGH SCHOOL DIPLOMA - General Education

WESTERN BROWN HIGH SCHOOL
01.2001

Skills

  • Service excellence
  • Focused listening
  • Logical evaluation
  • Detail-oriented data management
  • Strengthening interpersonal relationships
  • Telecommunications proficiency
  • Proficient in computer applications
  • Proficient in conflict management
  • Excel proficiency
  • Effective complaint resolution
  • Financial processing expertise
  • Customer satisfaction analysis
  • Follow-up skills
  • Proficient in call handling
  • Expertise in product features and benefits
  • Crisis management skills

Timeline

Customer Service Representative

Spectrum Charter Communication
07.2021 - 11.2024

Lead School Age Teacher

KinderCare Learning Centers
06.2018 - 07.2021

FOOD SERVICE WORKER/ASSISTANT MANAGER GOLD STAR CHILI

APPLEBEES TEXAS ROADHOUSE
01.2011 - 06.2018

CUSTOMER SERVICE REPRESENTATIVE

ALLIANCE DATA
01.2009 - 01.2011

HIGH SCHOOL DIPLOMA - General Education

WESTERN BROWN HIGH SCHOOL

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