Nicole Wickens
Mechanicsville,VA
Summary
Proficient member service specialist skilled in customer relationship management and effective communication. Experience in training staff and resolving member inquiries, driving improvements in service efficiency and compliance.
Overview
6
6
years of professional experience
Work History
Member Service Specialist
TowneBank
Mechanicsville, Virginia
11.2022 - Current
- Assisted members with account inquiries and transaction processing.
- Educated customers on banking products and services available.
- Resolved member issues through effective communication and problem-solving.
- Collaborated with team members to enhance service delivery efficiency.
- Trained new staff on customer service protocols and system usage.
- Monitored trends in customer feedback in order to identify areas needing improvement within the organization.
- Maintained knowledge of regulatory changes impacting member services.
- Answered inbound calls from wide range of members, welcoming callers.
Assistant Manager
Subway
Quinton, VA
08.2021 - 10.2022
- Assisted in managing daily operations and staff schedules.
- Maintained inventory levels and organized stock in the backroom.
- Trained new employees on food safety and customer service protocols.
- Handled customer inquiries and resolved complaints effectively.
- Collaborated with team members to optimize workflow during peak hours.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
Childcare Provider
Crystal Florakis
Charles City, Virginia
11.2020 - 05.2021
- Supervised daily activities and ensured a safe environment for children.
- Communicated effectively with parents about children's progress and needs.
- Assisted children with daily routines, including meals and personal hygiene.
- Maintained cleanliness and organization of childcare areas and materials.
- Documented observations of children's growth and development for parent updates.
Team Member
Sweet Frog
Mechanicsville, Virginia
02.2020 - 11.2020
- Prepared and served frozen yogurt to customers with a friendly attitude.
- Maintained cleanliness of the store, including equipment and seating areas.
- Stocked supplies and ingredients to ensure availability for customer orders.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Supported training of new team members on customer service standards and procedures.
Education
High School Diploma -
J Sargeant Reynolds Community College
RichmondSkills
- Account management
- Regulatory compliance
- Customer education
- Transaction processing
- Issue resolution
- Customer relationship management
- Staff training
Timeline
Member Service Specialist
TowneBank
11.2022 - Current
Assistant Manager
Subway
08.2021 - 10.2022
Childcare Provider
Crystal Florakis
11.2020 - 05.2021
Team Member
Sweet Frog
02.2020 - 11.2020
High School Diploma -
J Sargeant Reynolds Community College