Nicole Vera
Hialeah
Summary
Dynamic professional with strong interpersonal skills and a genuine passion for helping others, eager to thrive in a customer-focused environment. Proven ability to quickly adapt to new information and technology, ensuring efficient and effective interactions with customers. Committed to leveraging and enhancing problem-solving and communication skills to achieve excellence in any desired position. Enthusiastic about continuous learning and growth, contributing positively to team success and customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Advocate
Alorica
03.2025 - Current
- Handle high volume inbound calls from Subaru customers, providing professional support with vehicle features, warranty details, roadside assistance, and account inquires.
- Educate customers on Subaru products, services, and company policies while promoting brand loyalty and customer satisfaction.
- Create and manage service cases for specialist teams, ensuring accurate documentation and timely follow up; coordinate with specialists directly or transfer calls to appropriate departments to provide seamless customer support.
Quality Assurance Analyst
Qlink Wireless
11.2023 - 01.2025
- Promoted to oversee the evaluation of customer service calls, ensuring adherence to company standards and identifying areas for improvement.
- Conducted regular audits of team members' performance, providing constructive feedback and coaching to enhance service quality.
- Collaborated with management to develop training materials and improve overall team performance, leading to a measurable increase in customer satisfaction.
Resolutions Agent
Qlink Wireless
05.2023 - 11.2023
- Managed outbound calls for high-priority escalated issues, including FCC complaints and customer grievances requiring further intervention.
- Utilized de-escalation techniques to calm agitated customers, ensuring issues were resolved in a manner that met both customer and company expectations.
- Collaborated with cross-functional teams to investigate and resolve complex customer concerns, achieving positive outcomes in sensitive situations.
Level 2 Representative
Qlink Wireless
03.2023 - 05.2023
- Promoted to handle more complex and escalated customer inquiries, including supervisor-level calls.
- Demonstrated advanced troubleshooting skills, resolving issues related to billing, technical support, and account management.
- Maintained a high call resolution rate while ensuring customer satisfaction in challenging situations.
Education
High School Diploma -
Hialeah Gardens Senior High School
07-2018
Skills
- Quality Assurance
- Bilingual Communication
- De-escalation Techniques
- Quality processes
- Mentoring and training
- Call Auditing and Feedback
- Microsoft Office & CRM Tools
- Typing speed and accuracy
- Customer Satisfaction Enhancement
- Performance Improvement Coaching
- Ability to multi-task
- Special education
Certification
DCF (Department of Children and Families)
LANGUAGES
English - Fluent
Spanish - Fluent
Timeline
Customer Advocate
Alorica
03.2025 - Current
Quality Assurance Analyst
Qlink Wireless
11.2023 - 01.2025
Resolutions Agent
Qlink Wireless
05.2023 - 11.2023
Level 2 Representative
Qlink Wireless
03.2023 - 05.2023
High School Diploma -
Hialeah Gardens Senior High School
Similar Profiles
Catthy NguyenCatthy Nguyen
Content Moderator at AloricaContent Moderator at Alorica
April Shane VillasApril Shane Villas
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Jaliza SimmonsJaliza Simmons
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Domineck RazosDomineck Razos
Account Associate for Sales and Retention at AloricaAccount Associate for Sales and Retention at Alorica
Emerson BarahonaEmerson Barahona
Medical Assistant at Pines Vision CareMedical Assistant at Pines Vision Care