A.A - Liberal Arts
University of Hartford
2002
Nicole M Algeri
Waltham,MA
Summary
Obtaining a position as a customer service representative which will allow me to utilize my vast experience in the customer service operations environment. Abilities 9 ½ years of customer service experience. Excellent knowledge of company protocol. Extremely knowledgeable in the Medicaid aspect of the company. Excellent in delegating work among fellow employees. Ability to work well within a team and independently. Able to complete work accurately and efficiently
Education
B.A - Psychology
2005
Timeline
Referral Retention Representative
Lifeline
06.2015 - 01.2024
Senior Customer Service Representative
Lifeline
06.2009 - 06.2015
Customer Service Representative
Lifeline
04.2007 - 06.2009
Personal Response Associate
Lifeline
03.2005 - 04.2007
A.A - Liberal Arts
University of Hartford
B.A - Psychology
Work History
Referral Retention Representative
Lifeline
Framingham, MA
06.2015 - 01.2024
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time, and productivity.
- Implemented and developed customer service training processes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
Senior Customer Service Representative
Lifeline
Framingham, MA
06.2009 - 06.2015
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over the phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Processed, scheduled, and executed customer orders for new and established customers.
Customer Service Representative
Lifeline
Framinghm, MA
04.2007 - 06.2009
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and backed up other customer service managers.
Personal Response Associate
Lifeline
Framingham, MA
03.2005 - 04.2007
- Strengthened communication skills through regular interactions with others.
- Excellent communication skills, both verbal and written.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies, and services.
Overview
19
19
years of professional experience
Skills
- Call center experience
- Customer advocacy
- Customer education
- Customer support
- Retention strategies
- Customer satisfaction
- Customer service experience
- Excellent communication skills
Quote
Fall seven times; stand up eight.
Japanese proverb
Languages
English
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Location
RemoteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursWork from home optionPaid time offPaid sick leaveSimilar Profiles
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