Summary
Overview
Work History
Education
Skills
Timeline
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Nicolle Felsk

Vista,CA

Summary

Hard-working professional with 6.5+ years of experience and a proven knowledge of branch operations, commercial banking, and foreign exchange. Aiming to leverage my skills to successfully fill the Banking role at your company.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Representative Lead

Monterey Financial
04.2020 - Current
  • Promoted collaboration among team members through group projects and open communication channels, resulting in stronger working relationships within the department.
  • Delivered comprehensive training programs for new hires, ensuring they were equipped with the necessary skills and knowledge to excel in their roles.
  • Conducted regular performance reviews for team members, identifying strengths and areas for growth to enhance individual development plans.
  • Managed a team of customer service representatives, providing ongoing support and coaching to improve performance metrics.
  • Developed successful rapport with clients through effective communication, resulting in long-term relationships and repeat business.
  • Recognized as a top performer consistently the last 5 years meeting or exceeding key performance indicators related to calls with customers and clients, multi- task handling, and customer service satisfaction.
  • Implemented quality assurance measures to monitor and evaluate the performance of customer service representatives, leading to improved overall service levels.
  • Developed a reputation for providing exceptional levels of support and service, resulting in numerous commendations from both customers and colleagues.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

FLOAT TELLER

Flagstar Bank
03.2018 - 04.2020
  • Floated between 8 different branches in West Michigan.
  • Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
  • Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank.
  • Increased customer loyalty by providing exceptional service and resolving issues promptly.
  • Reduced waiting times for clients by efficiently managing multiple teller stations.

TODDLER TEACHER

Imagination Station
08.2018 - 03.2019
  • Oversaw a room of 20 kids, 3 adults.
  • Communicate with children's parents or guardians about daily activities, behaviors, and related issues.
  • Keep records on individual children, including daily observations and information about activities, meals served, and medications administered.
  • Support children's emotional and social development, encouraging understanding of others and positive self-concepts.
  • Instruct children in health and personal habits, such as eating, resting, and toilet habits.
  • Create developmentally appropriate lesson plans.

DIRECTOR OF MARKETING/SALES

My Captured Journey
05.2017 - 08.2018
  • Running the social media platform, pictures for website, & weekend shows.
  • Direct the hiring, training, or performance evaluations of marketing or sales staff and oversee their daily activities.
  • Evaluate the financial aspects of product development, such as budgets, expenditures, research and development appropriations, or return-on-investment and profit-loss projections.
  • Coordinate or participate in promotional activities or trade shows, working with developers, advertisers, or production managers, to market products or services.
  • Consult with product development personnel on product specifications such as design, color, or packaging.
  • Increased show sales by 20%.

BARISTA

Starbucks
06.2016 - 07.2018
  • Prepare or serve hot or cold beverages, such as coffee, espresso drinks, blended coffees, or teas.
  • Clean or sanitize work areas, utensils, or equipment
  • Worked the drive-thru every shift and every car out in under 60 seconds.
  • Order, receive, or stock supplies or retail products.
  • Increased tips in drive-thru by 20%.

NANNY

Nanny
08.2014 - 06.2017
  • Perform first aid or cardiopulmonary resuscitation (CPR) when required.
  • Help prepare and serve nutritionally balanced meals and snacks for children.
  • Organize and conduct age-appropriate recreational activities, such as games, arts and crafts, sports, walks, and play dates.
  • Maintained a deep-clean and organized home environment conducive to optimal child development through regular tidying duties.

Education

High School Diploma -

ST. JOHN'S HIGH SCHOOL
St. John's, MI
04.2014

Skills

  • Customer satisfaction
  • Complaint handling
  • Task delegation
  • Skill development
  • Team coaching
  • Continuous improvement
  • Production goal setting
  • Teamwork
  • Customer service analysis
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Computer skills

Timeline

Senior Customer Service Representative Lead

Monterey Financial
04.2020 - Current

TODDLER TEACHER

Imagination Station
08.2018 - 03.2019

FLOAT TELLER

Flagstar Bank
03.2018 - 04.2020

DIRECTOR OF MARKETING/SALES

My Captured Journey
05.2017 - 08.2018

BARISTA

Starbucks
06.2016 - 07.2018

NANNY

Nanny
08.2014 - 06.2017

High School Diploma -

ST. JOHN'S HIGH SCHOOL

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Nicolle Felsk