Nicolette Pelgrino
Hilliard,OH
Summary
Proven leader in customer service, adept at problem-solving and active listening. Excelled in reducing call handling times and mentoring teams for peak performance. Skilled in Microsoft Office and conflict resolution, consistently achieving high customer satisfaction. Demonstrates critical thinking and leadership, fostering professional growth and efficient operations. Brings valuable experience in resolving customer issues and improving service quality.
Overview
8
8
years of professional experience
Work History
Customer Service Lead
MAPFRE Insurance
02.2022 - Current
- Organized regular team and one on one meetings to share best practices, driving continuous improvement within the department.
- Mentored representatives to improve their knowledge of company policies in order to meet their goals.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage while conducting all aspects of new hire orientation.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Reduced average call handling and after call time through efficient problem diagnosis and resolution techniques.
Customer Service Representative
MAPFRE Insurance
06.2021 - 02.2022
- Helped a large volume of customer calls every day with positive attitude and focus on customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Caregiver
Cassie's Cardinals
08.2019 - 05.2021
- Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
- Communicated with children at age-appropriate levels to encourage understanding and foster relationships.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
Receptionist
Northwest EyeCare Professionals
05.2016 - 08.2019
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Corresponded with clients through email, telephone, or postal mail.
- Handled payment transactions and maintained sales and payments records accurately.
- Answered central telephone system and directed calls accordingly.
Education
Elementary Education
The Ohio State University
Columbus, OHHigh School Diploma -
Bishop Ready High School
Columbus, OH05-2015
Skills
- Customer Service
- Problem-Solving
- Active Listening
- Critical Thinking
- Call center experience
- Conflict Resolution
- Microsoft Outlook, Word, and Excel
- Training and mentoring
- Team Building and Leadership
Accomplishments
- Promoted to Customer Service Lead quickly after being a representative for displaying outstanding call handling and meeting all required metrics.
- Successfully recruited and trained new customer service representatives.
Timeline
Customer Service Lead
MAPFRE Insurance
02.2022 - Current
Customer Service Representative
MAPFRE Insurance
06.2021 - 02.2022
Caregiver
Cassie's Cardinals
08.2019 - 05.2021
Receptionist
Northwest EyeCare Professionals
05.2016 - 08.2019
Elementary Education
The Ohio State University
High School Diploma -
Bishop Ready High School
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