Nicole Bruno
Customer Care Specialist
Las Vegas,NV
Overview
22
22
years of professional experience
Work History
Court Records Researcher
Safe-Screen
Las Vegas, NV
02.2020 - 04.2020
- Research court documents to verify cases
- Assist management with customer service inquiries
- Manage case contact via proprietary software.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Specialist Tier 3
Expedia
Las Vegas, NV
06.2013 - 05.2018
- Resolve customer issues efficiently and while working with lower tiers of support
- Assist management with daily projects
- Log every customer contact via proprietary CRM software.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Technical Support Representative II
Apple One Staffing Agency
Las Vegas, NV
01.2013 - 05.2013
- Assist with customer inquiries regarding cellular and mobile broadband service
- Troubleshoot issues ranging from device issues up to network outages
- Partner with major telecom services providers throughout North America to provide service.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone.
- Diagnosed and troubleshot hardware, software and network issues.
Billing Support Rep
Telus International
Las Vegas, NV
11.2011 - 10.2012
- Resolve billing inquiries and provide exemplary service
- Basic troubleshooting to include clearing cookies & cache, reboot system, change browser
- Log every customer contact via client relationship management software.
- Researched and resolved billing discrepancies to enable accurate billing.
- Collaborated with customers to resolve disputes.
- Used data entry skills to accurately document and input statements.
- Responded to customer concerns and questions on daily basis.
Technical Support Rep II
Sprint Nextel
Las Vegas, NV
07.2009 - 05.2011
- Resolve customer issues efficiently and promptly while providing superior service
- Meet and exceed statistics set by management while following call flow
- Support current & previous devices, to include tablets, laptops, smartphones, etc.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Created user accounts and assigned permissions.
Operator
American Answering Service
Las Vegas, NV
01.2009 - 07.2009
- Take and dispatch customized messages for each individual client
- Monitor the message board for errors
- Handle up to 600 calls per day.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Maintained accurate records of calls placed and received.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Connected callers with appropriate professional, department, or business.
- Gathered customer information and promptly input data into computer system.
- Performed data entry operations to update database with customer responses.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Collected personal information from customers to accurately document requests.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
Customer Service Agent
US Airways
Las Vegas, NV
11.2006 - 04.2008
- Log tickets and complete sales reports
- Facilitate passenger-boarding process
- Enforce safety/security measures and protected sensitive zones.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Cultivated interpersonal skills by building positive relationships with others.
Timeline
Court Records Researcher
Safe-Screen
02.2020 - 04.2020
Customer Service Specialist Tier 3
Expedia
06.2013 - 05.2018
Technical Support Representative II
Apple One Staffing Agency
01.2013 - 05.2013
Billing Support Rep
Telus International
11.2011 - 10.2012
Technical Support Rep II
Sprint Nextel
07.2009 - 05.2011
Operator
American Answering Service
01.2009 - 07.2009
Customer Service Agent
US Airways
11.2006 - 04.2008
GED -
Basic High School
1988.08 - 1992.05
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Care/Call Center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Education
GED -
Basic High School
Henderson, Nevada 1988.08 - 1992.05
Skills
- Documentation Abilities
- Data Collection
- File Management
- Effective Multitasking
- Writing and Editing
- Order Fulfillment
- Active Listening
- Credit Card Payment Processing
- Sales Expertise
- Report Creation
- Retail Sales Customer Service
- Microsoft Word
- Customer Relations
- Report Transcription
- Multi-Line Phone Talent
- Conflict Resolution
- Call Triaging
- Professional Telephone Demeanor
- Computer Proficiency
- Multi-Line Telephone Operation
- Money Handling Abilities
- Document Control
- Records Preparation
- Travel Planning
- Recordkeeping Strengths
- Managing Multiple Tasks
- Office Equipment Proficiency
- Refund Processing
- Customer Relationship Management
- Reading Comprehension
- Receiving Support
- Product Promotion
- Problem-Solving Ability
- Executive Management Support
- Technical Support
- CRM Software
- Brand Representation
- Clerical Support
- Delivery Scheduling
- Critical Thinking
- Order Processing
- Typing Proficiency
- Administrative Support
- Service Standard Compliance
- Calm and Professional Under Pressure
- Customer Account Management
- Administrative and Office Support
- Customer Retention Strategies
- Membership Inquiries and Renewals
- Research
- Filing
- Prioritization
- Grammar
- 10-Key
- Proofreading
- High-Volume Environments
- Credit Card Payments
- Airline Policies
- Interpersonal Communications
- International Reservations
- Travel Insurance
- Company Guidelines and Procedures
- Ground Transportation Planning
- Leisure Travel
- Travel Research
- Corporate Travel
- Client Loyalty and Retention
- Travel Knowledge
- Customs Requirements
- Travel Arrangements
- Special Needs Travelers
- Package Sales
- Company Branding
- Air Travel Coordination
- Book Transportation
- English Fluency
- Manage Research
- Customized Travel Package
- Collect Payments
- Cancellation Policies
- Special Requests
- Locale Research
- Organize Paperwork
- Accurate Reporting
- Hotel Accommodations
- Cost Calculation
- Loyalty Programs
- Coordinate Tours
- Ground and Air Transport
- Hotel Booking
- Customs and Immigration Policies
- VIP Support
- Accurate Documentation
- Team Member Collaboration
- Billing Procedures
- Travel Bookings Processes
- Plan Trips
- International and Domestic Travel
- Travel Destination Advice
- Customer Survey Creation
- Guest Satisfaction
- Creative Solutions
- Negotiating Rates
- Customer Inquiry and Response
- Travel Assistance
- Itineraries
- Mentoring
- Following Directions
- Internet Searches
- Surveys and Interviews
- Best Practices
- Knowledge Sharing
- MS Office
- Self-Driven and Motivated
- Source Citing
- APA Format
- Verbal and Written Communication
- Legal Requirements
- Service Quality
- Eligibility Determinations
- Customer Inquiries
- Benefits Explanations
- FMLA Comprehension
- Ongoing Assistance
- Open Enrollment
- Payment Collection
- Team Goals
- Tuition Assistance
- Documentation Abilities
- Technological Knowledge
- Background Check Processes
- Customer Care
- Health Saving Accounts
- Daily Logs
- Program Requirements
- Patient Intakes
- Information Updates
- Vision and Dental Insurance
- Employment Opportunities
- Insurance Terminology
- Ticket Purchasing
- Passenger Assistance
- Passenger Documentation
- Staff Support
- Customer Feedback
- Trip Planning
- Travel Reservations
- PA Systems
- Boarding Procedures
- Microsoft Office
- Client Relationships
- Fee Calculation
- Special Needs Assistance
- Sabre Software
- Assign Boarding Passes
- Baggage Handling Procedures
- Lost Baggage Tracing
- Travel Sales
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceWork from home optionPaid time offPaid sick leaveHealthcare benefitsCareer advancementCompany CulturePersonal development programsLanguages
English
Bilingual or Proficient (C2)
Quote
"The first rule is to keep an untroubled spirit. The second is to look things in the face and know them for what they are."
Marcus Aurelius
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