Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, Arizona

GED - General Studies

Mamaroneck High School
Mamaroneck, New York
01.2004

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
Nicole Schmidt