Summary
Overview
Work History
Education
Skills
Timeline
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NICOLE VELAZQUEZ

Tampa,Fl

Summary

Dynamic professional with over 10 years of experience in virtual and in-person client services and administration, excelling in customer support, database management, and training. Excel in graphic and instructional design, leveraging advanced software suites to enhance visual elements and foster client engagement. Recognized for outstanding client service and a collaborative problem-solving approach, dedicated to elevating client satisfaction and optimizing operational efficiency.

Overview

12
12
years of professional experience

Work History

Virtual Client Specialists; Instructional Designer

Denihan Consulting, eHousingPlus.com
Tampa, FL
02.2017 - 12.2023
  • Virtual phone, email, and chat support for lending clients utilizing eHousingPlus online training and loan reservation portals.
  • Assisted new and existing users with course registrations, verified individual program certifications and resolved on-the-spot problems if they arose.
  • Also, aided clients with loan reservations, completing underwriter certifications, and submitting requests to the compliance office in the Portals.
  • Kept training and reservation portal databases current by meticulously maintaining accurate records.
  • .Designed and Produced voice-enhanced presentations for virtual learning sessions, including script writing to editing.

Platinum Host, Membership Sales, Facilitator Training

Topgolf
Tampa, Florida
11.2014 - 11.2016
  • Ensured a positive and seamless experience for high-tier platinum members and guests. Served as the point of contact for special requests and as-needed complaint resolution.
  • Supported planning and execution of special monthly events.
  • Sold both new and renewal monthly/annual memberships.
  • Part of a hand-selected team responsible for training new hires in both the local venue and newly opening venue associates.

Executive Assistant to President/Vice President

Winton's Air Conditioning Company
Tampa, FL
03.2012 - 10.2014
  • Daily dispatched scheduled maintenance and new customer appointments to a/c technicians. Expedited unscheduled service calls as best as possible.
  • Processed technician invoices into database and filed. Created new or added to customer accounts, including financial transactions. Handled any confidential information with discretion and integrity, including credit card transactions and finance applications.
  • De-escalated both call-in and written customer complaints with courtesy and empathy.
  • Addressed any written complaints involving the BBB, and the local news stations. Investigated client records to clarify or dispute the client's claims. Obtained final executive approval before responding.
  • Screened phone calls for executives to instantly identify priority clients and filter out spam calls.
  • Managed inventory control processes, notifying VP of supply reorders when needed.

Education

Commercial Art/Graphic Design - Graphic Design/Video Production

Tampa Technical Institute
Tampa, FL

Associate in Arts - Fine Arts, Liberal Arts and Dance

University of South Florida
Tampa, FL

Skills

  • Customer Service
  • Data Entry
  • Time Management
  • Working Remotely
  • Event Planning
  • Instructional/Graphic Design
  • Voice Over Talent
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Outlook
  • Adobe Acrobat
  • Adobe Photoshop
  • Adobe Premiere
  • Adobe Audition
  • Adobe InDesign
  • Articulate Storyline 360
  • DocuSign

Timeline

Virtual Client Specialists; Instructional Designer

Denihan Consulting, eHousingPlus.com
02.2017 - 12.2023

Platinum Host, Membership Sales, Facilitator Training

Topgolf
11.2014 - 11.2016

Executive Assistant to President/Vice President

Winton's Air Conditioning Company
03.2012 - 10.2014

Commercial Art/Graphic Design - Graphic Design/Video Production

Tampa Technical Institute

Associate in Arts - Fine Arts, Liberal Arts and Dance

University of South Florida
NICOLE VELAZQUEZ