Tony Nolan
Holland, MI,MI
Summary
Dynamic professional with extensive experience at Big Lots Stores, Inc., excelling in customer service and complaint resolution. Proven ability to enhance customer loyalty through active listening and effective conflict management. Skilled in team development and training, fostering a collaborative environment that drives organizational success and improves service quality.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Big Lots Stores, Inc.
02.2018 - 12.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Executive Director/Owner Operator
Healing Outreach Ministries for Everyone
09.2010 - 01.2022
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
- Built relationships with donors, government officials and other organizations to secure funding and support for organization.
- Collaborated with external organizations including non-profits, businesses and government agencies to create mutually beneficial partnerships.
- Led successful fundraising campaigns, securing critical resources for program development and expansion.
- Created promotional materials and provided insightful information to social media, websites and print media to educate public.
Education
Business Studies -
John A Logan College
Carterville, ILSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Complaint handling
- Complaint resolution
- Product knowledge
- Team development
- Staff training
- Quality control
Timeline
Customer Service Representative
Big Lots Stores, Inc.
02.2018 - 12.2024
Executive Director/Owner Operator
Healing Outreach Ministries for Everyone
09.2010 - 01.2022
Business Studies -
John A Logan College
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