NICOLE L WHITE
JACKSONVILLE,NC
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
CSR
Verizon Wireless
Wilimington, NC
11.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered constant flow of customer calls with minimal wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Specialist
Concentrix
Jacksonville, NC
01.2018 - 11.2019
- Review insurance policy to determine coverage
- Provide customer service, such as limited instructions on proceeding with claims
- Calculate amount of claim
- Transmit claims for payment or further investigation
- Contact insured or other involved persons to obtain missing information
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Developed customer service improvement initiatives that decreased customer wait times by 45%
- Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Sales Representative
ADT
Wilimington, NC
01.2016 - 02.2018
- Contact new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services
- Answer customers' questions about products, prices, availability, or credit terms
- Quote prices, credit terms, or other bid specifications
- Maintain customer records, using automated systems
- Negotiate prices or terms of sales or service agreements
- Identify prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences.
- Developed and delivered engaging sales presentations to convey product benefits.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Increased sales by offering advice on purchases and promoting additional products.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Set up calendar with customer birthdays and other special events for personal touch.
- Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
- Organized sales paperwork, presented proposals and finalized contracts.
- Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
- Planned annual customer outreach events to strengthen brand initiatives and maximize outreach.
- Revitalized product revenues to over $155,000 in one year
- Maintained book of business valued at $250,000
Education
High School Diploma -
06.1999
Skills
- Proficiency in Microsoft Office and G Suite
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Proactive Self-Starter
- Time Management
- Excellent Attention to Detail
- Patient and Empathetic
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CSR - Verizon Wireless
11.2019 - Current
Customer Service Specialist - Concentrix
01.2018 - 11.2019
Sales Representative - ADT
01.2016 - 02.2018
Seagull Alternative High School - High School Diploma,