Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

Nicole Villegas

Arlington,TX
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Nicole Villegas

Summary

Customer service and project management expert with 9 years of experience delighting customers and ensuring seamless logistics. Skilled in using CRM software and call center tools to manage high-volume customer interactions. Excellent communicator with a passion for innovation and improving customer experience.

Overview

13
years of professional experience

Work History

RH
COPPELL, TX

RH / RHIYH Project Leader
07.2022 - 03.2023

Job overview

  • Managed delivery logistics for 75-115 orders per week, ensuring on-time delivery and seamless customer experience
  • Utilized data analytics to optimize delivery routes and reduce delivery times
  • Collaborated with cross-functional teams to identify and resolve customer issues
  • Answered customer questions and concerns when they had an escalated issue.

RH
Tracy, CA

RH / Design Support Coordinator
06.2020 - 07.2022

Job overview

  • REMOTE
  • Led cross-functional teams to design and implement new call center processes and technology solutions
  • Managed 90+ projects timelines and budgets, ensuring on-time delivery and within budget
  • Coordinated orders to ensure they were delivered base on customers timelines
  • Resolved customer complaints or answered customers' questions.
  • Resolved complex and escalated support issues.
  • Partnered with cross-functional teams to ensure customers billing, coordination of when items ship, product information and delivery questions were answered.
  • Reported concerns and recommendations from clients and employees to senior management.

RH
TRACY, CA

RH / Customer Delight Leader
06.2018 - 06.2020

Job overview

  • Oversaw a team of 23 customer service representatives, providing coaching and training to improve performance
  • Monitored customer interactions to ensure quality and consistency
  • Offered training and support to keep team members motivated and working toward objectives.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Completed daily quality assurance duties to provide feedback for improvements.

HDC
TRACY, CA

RH / Sr Associate
04.2014 - 06.2018

Job overview

  • Provided exceptional customer service to 30-40 customers per day, resolving issues and answering inquiries
  • Utilized CRM software to document interactions, track customer satisfaction, and identify trends
  • Collaborated with cross-functional teams to ensure customer needs were met and exceeded.
  • Engaged positively with each customer, providing professional and polite support for service needs.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
  • Researched issues and made quick decisions to achieve efficient and effective resolutions.
  • Worked with off-site locations to find desired items for customers.

CU Funding
Walnut Creek, CA

Loan Processing
01.2010 - 03.2012

Job overview

  • Managed conditions sent from underwriting departments.
  • Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
  • Reviewed initial client documentation to structure and submit loan package.
  • Completed closing process by collaborating with attorneys, title companies and government clerks.
  • Structured loan packages by properly analyzing credit reports, income and asset documents.
  • Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
  • Informed customers of loan application requirements and deadlines.
  • Met with applicants to obtain information for loan applications and answer questions about processes.

Education

James Logan High School
Union City, CA

High School Diploma
06.1996

Skills

  • Project management
  • Conflict management
  • Managing unexpected obstacles
  • Employee coaching
  • Project coordination
  • Client communications
  • Multi-tasking skills
  • Leadership skills
  • Sound judgment
  • Teambuilding
  • Project leadership
  • Leadership and teamwork
Availability
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Timeline

RH / RHIYH Project Leader

RH
07.2022 - 03.2023

RH / Design Support Coordinator

RH
06.2020 - 07.2022

RH / Customer Delight Leader

RH
06.2018 - 06.2020

RH / Sr Associate

HDC
04.2014 - 06.2018

Loan Processing

CU Funding
01.2010 - 03.2012

James Logan High School

High School Diploma

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Nicole Villegas