Summary
Overview
Work History
Education
Skills
References
Timeline
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Nicole Souders

Phoenix,AZ

Summary

Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

14
14
years of professional experience

Work History

Customer Service Manager

Direct Fairways LLC
Phoenix, AZ
10.2018 - 02.2024
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Customer Service Executive

Direct Fairways
Phoenix, AZ
10.2018 - 02.2024
  • Communicated effectively with team members to ensure timely response times for customers.
  • Contacted supervisor immediately when issues required escalation to avoid lost revenue.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.

Restaurant Server

Olive Garden Restaurant
Lancaster, PA
03.2014 - 05.2016
  • Managed multiple tasks simultaneously while providing excellent customer service.
  • Maintained positive relationships with co-workers and customers alike through friendly communication.
  • Assisted other servers as needed during peak hours or special events.
  • Provided menu recommendations and answered questions regarding food ingredients and preparation methods.
  • Increased beverage sales with food and drink pairing suggestions to suit unique customer preferences.

Fine Dining Server

Belevedere Inn
Lancaster, PA
02.2010 - 10.2015
  • Provided menus, explained daily specials, and answered questions about menu items.
  • Managed opening and closing duties to facilitate restaurant operations.
  • Maintained cleanliness in the dining room by wiping down tables, chairs, and other surfaces between seating's.
  • Used suggestive selling techniques to entice customers with more expensive or higher-margin items and add-ons.

Education

Hempfield Senior High School
Landisville, PA
06-2010

Skills

  • Talent Development
  • Regulatory Compliance
  • Workflow Management
  • Call Center Operations
  • Handling Escalations
  • Training and Mentoring
  • CRM Software
  • Payment Systems
  • Credit and Collections
  • Flexible and Adaptable

References

References available upon request.

Timeline

Customer Service Manager

Direct Fairways LLC
10.2018 - 02.2024

Customer Service Executive

Direct Fairways
10.2018 - 02.2024

Restaurant Server

Olive Garden Restaurant
03.2014 - 05.2016

Fine Dining Server

Belevedere Inn
02.2010 - 10.2015

Hempfield Senior High School

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Nicole Souders