Nicolette Fuertes
Tampa,FL
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Goal-oriented Customer Service Manager with 2 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Manager (CSM)
A-1 Insurance Direct
08.2024 - Current
- Managed a team of customer service representatives, providing guidance and support to ensure high-quality customer interactions
- Utilized CRM software to track interactions with customers, ensuring accurate documentation of inquiries, complaints, resolutions provided, etc
- Developed strong relationships with key clients through regular communication and proactive problem-solving initiatives
- Collaborated with cross-functional teams including sales, marketing, and operations to address escalated issues and provide timely resolutions
- Managed a team of customer service representatives, providing guidance and support to ensure high-quality customer interactions
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Followed through with client requests to resolve problems.
Secretary
A-1 Insurance Direct
09.2023 - Current
- Maintained confidential files and records in accordance with company policies
- Ordered office supplies and managed inventory to ensure smooth operations of the office
- Managed email correspondence by responding to inquiries promptly and professionally
- Created spreadsheets to track expenses, budget allocations, or project progress using Excel
- Developed efficient filing systems both physical (paper) copies as well as electronic files
- Provided administrative support to multiple departments by handling various tasks simultaneously
CSR - Customer Service Representative
A-1 Insurance Direct
01.2021 - Current
- Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions
- Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Developed strong relationships with key clients through regular communication and personalized support
- Utilized CRM software to accurately document interactions with customers and track issue resolution progress
Education
High School Diploma -
Faith Outreach Academy
Tampa, FL05.2021
Skills
- Call center experience
- Computer skills
- Communication skills
- Microsoft Excel
- Outlook
- Cash handling
- Account management
- Staff training
- Exceptional telephone etiquette
- New hire training
- Verbal and written communication
Certification
- 04-40 Customer Service License September 2023 to Present
- Learners License July 2025 to 2033-10
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Service Manager (CSM)
A-1 Insurance Direct
08.2024 - Current
Secretary
A-1 Insurance Direct
09.2023 - Current
CSR - Customer Service Representative
A-1 Insurance Direct
01.2021 - Current
High School Diploma -
Faith Outreach Academy
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