Nicolette Bryan
New York
Overview
13
13
years of professional experience
1
1
Certification
Work History
CALL CENTER TEAM LEAD/SENIOR AGENT
NYC 311
04.2022 - 05.2025
- Managed 100–150 incoming calls per shift, delivering accurate, city-specific information across over 100 service categories including sanitation, housing, and emergency response
- Maintained an average 98% accuracy rate and exceeded the department's call quality benchmarks by 30% for 12 consecutive months
- Resolved inquiries within first contact 85% of the time, significantly reducing repeat calls and increasing caller satisfaction
- Consistently ranked in the top 10% of agents for speed, clarity, and professionalism in post-call surveys
- Identified recurring caller issues and escalated patterns to supervisors, contributing to a 15% improvement in script flow and citywide messaging
- Supported onboarding of 10+ new agents by offering peer coaching, resulting in a 25% faster training-to-floor transition rate
- Recognized for handling high-stress and escalated calls with empathy and clarity, de-escalating over 90% of irate or confused callers without supervisory intervention
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Dashmart
02.2018 - 04.2022
- Handled 60–100 customer inquiries daily via phone, email, and chat, resolving 90% of issues on the first contact
- Maintained an average customer satisfaction rating of 95% across all communication channels
- Accurately processed orders, returns, refunds, and account updates while reducing average handle time by 20%
- De-escalated complaints with empathy and professionalism, leading to a 40% drop in ticket escalations
- Worked cross-functionally with supervisors and technical teams to troubleshoot account issues and improve user experience
- Navigated CRM tools and ticketing platforms efficiently, consistently closing out daily cases ahead of SLA targets
- Trained new hires on systems and best practices, contributing to a 30% reduction in onboarding time for remote team members
ONLINE CHAT SUPPORT SPECIALIST
Prime Now
11.2014 - 01.2018
- Managed an average of 3–5 simultaneous customer chats, assisting with real-time order updates, tracking issues, and last-mile delivery concerns
- Resolved over 90% of inquiries without escalation, contributing to a 25% increase in first-contact resolution rates
- Maintained a 97% average customer satisfaction score while handling high-volume traffic during peak shopping hours and promotions
- Demonstrated expert knowledge of Prime Now systems, policies, and real-time logistics, enabling quick and accurate support under pressure
- Assisted with escalations involving time-sensitive deliveries, refund requests, and account troubleshooting with empathy and urgency
- Identified patterns in customer feedback and flagged system bugs, helping improve internal workflows and user experience
- Trained new agents on chat etiquette, macros, and tools, accelerating their readiness by 30%
CLIENT SUCCESS ASSOCIATE
InterGen Health
06.2012 - 09.2014
- Managed a portfolio of over 100 clients, ensuring consistent engagement, retention, and satisfaction across healthcare service lines
- Acted as primary point of contact for clients, resolving inquiries and concerns with a 95% satisfaction rate and under 24-hour turnaround
- Onboarded new clients by guiding them through program services, eligibility requirements, and digital tools, resulting in a 30% increase in successful enrollments
- Collaborated with internal departments including care coordination, compliance, and billing to ensure smooth service delivery and issue resolution
- Conducted regular outreach via phone and email to identify unmet client needs, resulting in a 20% boost in program participation
- Maintained meticulous client records in CRM systems, contributing to improved reporting accuracy and a 15% reduction in compliance flags during audits
- Supported process improvements by gathering client feedback and presenting findings to leadership for program refinement
Education
Bachelor of Science (B.S.) - Business Administration
Brooklyn College
Brooklyn, NY05.2026
Skills
- Live Chat, Phone & Email Support
- De-escalation & Empathy
- CRM Tools (Zendesk, Salesforce, etc)
- Ticketing Platforms
- Knowledge Base Updating
- Troubleshooting & Onboarding
- First Contact Resolution Strategies
- Client Retention & Relationship Management
- High-Volume Communication Handling
- Quality Assurance & Call Monitoring
- Remote Work Tools (Slack, Zoom etc)
- Performance Metrics & Reporting
- Script Optimization
Certification
Home Health Aide
Timeline
CALL CENTER TEAM LEAD/SENIOR AGENT
NYC 311
04.2022 - 05.2025
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Dashmart
02.2018 - 04.2022
ONLINE CHAT SUPPORT SPECIALIST
Prime Now
11.2014 - 01.2018
CLIENT SUCCESS ASSOCIATE
InterGen Health
06.2012 - 09.2014
Bachelor of Science (B.S.) - Business Administration
Brooklyn College
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