Nicole Schmidt
Etna,Ohio
Summary
Results-driven Customer Service Professional with a diverse background in customer support, delivery operations, and business ownership. Demonstrated success in exceeding performance metrics and delivering exceptional service. Eager to leverage expertise in a remote inbound contact center environment as a valuable member of the Call Management Resources team.
Overview
9
9
years of professional experience
Work History
Customer Experience Associate
Conduent
01.2023 - Current
- Answered over 100 inbound calls daily, achieving a 95% satisfaction rating by providing prompt and efficient service
- Exceeded personal and team quantitative targets consistently, resulting in a 20% increase in productivity
- Utilized analytical skills to identify customer needs and provide tailored solutions, leading to a 10% decrease in call resolution time
- Maintained accurate records of customer interactions and transactions, ensuring proper data handling and compliance
- Collaborated with team members to streamline processes, improving overall efficiency and customer satisfaction
Customer Service Representative
Continuum
01.2022 - 01.2023
- Handle incoming customer calls, emails, and chats to address questions and concerns.
- Assist customers with troubleshooting and resolving product or service issues.
- Accurately record details of customer interactions and resolutions in the system.
- Conduct follow-up communications to ensure customer satisfaction and issue resolution.
- Work with other teams to escalate and resolve complex issues as needed.
Customer Service Representative
VXI
01.2016 - 01.2022
- Identify and resolve customer issues efficiently, ensuring a positive experience.
- Engage with customers via phone, chat, or email to provide timely assistance.
- Handle high-stress situations and difficult customers with professionalism and poise.
- Participate in quality assurance initiatives to maintain high service standards.
Education
Health Information Technology - Medical Coding
Bryan University
Tempe, ArizonaGED - General Studies
Mamaroneck High School
Mamaroneck, New York01.2004
Skills
- Strong verbal and written communication skills
- Exceptional problem-solving and analytical abilities
- Proficient in multitasking and prioritizing tasks effectively
- Experienced in navigating basic computer systems and software
- Excellent organizational and time management skills
- Ability to work independently and collaboratively in a team environment
Timeline
Customer Experience Associate
Conduent
01.2023 - Current
Customer Service Representative
Continuum
01.2022 - 01.2023
Customer Service Representative
VXI
01.2016 - 01.2022
GED - General Studies
Mamaroneck High School
Health Information Technology - Medical Coding
Bryan University
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