Vanessa Ursery-Nichols

• Analyzed security system alerts, delivered precise instructions, and addressed technical concerns to maintain a calm and friendly customer interaction.

Monitored and documented reported issues, ensuring timely updates to the team for seamless workflow management.

Simplified product feature explanations to facilitate informed decision-making for customers.

Collaborated with field technicians to relay critical information for efficient and precise repairs.

• Achieved effective resolutions by leveraging multiple systems and tools for assessment and identification. Maintained detailed logs of interaction steps and outcomes.
• Assisted in installing, programming, testing, and troubleshooting various devices including security keypads, touch screens, sensors, cameras, doorbells, key fobs, sirens, garage door controllers, door locks, network extenders, gateways, and smart-home products. Supported users in navigating ADT branded applications and resolving technical issues. Collaborated with team members to ensure effective device functionality and customer satisfaction.

Documented detailed job notes to enhance workflow efficiency and provide clarity for subsequent actions.

Educated customers on safety practices and product features to ensure informed and confident system operation.

• Reviewed and revised account details as necessary to maintain up-to-date records and enhance customer service.
• Evaluated and compiled relevant quotes to support effective system upgrades and conversions.
• Facilitated escalation of complex issues to appropriate teams and coordinated onsite assistance for prompt resolution.

• Processed residential and commercial calls and email correspondence related to account service, payment, billing inquiries, scheduling concerns, and complaints by navigating CRM (Mission) and IBM systems with function keys to access required information.
• Analyzed current and prospective customer requirements to deliver targeted product solutions, driving sales and revenue growth.
• Generated and nurtured leads to drive sales growth.
• Provided comprehensive home inspections to enhance customer satisfaction and trust.
• Identified opportunities within existing contacts to effectively market and sell new services.
• Resolved customer issues on first contact by utilizing available resources effectively. Provided support to customers by addressing inquiries and troubleshooting problems. Assisted in enhancing customer satisfaction through prompt issue resolution.
• General knowledge of the organization, products, and/or services
• Excellent verbal communication skills with ability to overcome objections and ability to de-escalate situations
• Uses computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting
• Collaborated with branch staff to resolve service and scheduling issues, ensuring operational efficiency.
• Initiates outbound customer service calls for various campaigns
• Facilitated collection of overdue payments from accounts in collections.
• Recorded and documented customer complaints while adhering to established procedures.
• Assisted in evaluating applications for Rentokil North's scholarship program. Supported selection of 30 students connected to employees in the United States and Canada for $5000 awards towards educational expenses. Graded applications based on criteria including age, work history, community engagement, and recommendation letters.

• Served as primary liaison for technical support, addressing inquiries from consumers regarding their Dolphin pool cleaner, its app products and accessories.
• Assisted through inbound communication channels, including calls, emails, and website inquiries from customers and consumers.
• Diagnosed and addressed customer product concerns via telephone to enhance user experience.
• Processed service orders efficiently, supported product return authorizations, and assisted in mailing literature to customers.
• Oversaw functionality of telephone system to ensure efficient handling of incoming calls.
• Coordinate work activities with onsite Service Center
• Executed entry of bill of sales into CRM system, ensuring data accuracy and integrity.
• Conducted thorough assessments and executed repairs and refurbishments of products in onsite service center as required during off-season.
• Led live walk-through sessions to guide end users through troubleshooting sequences with clear, step-by-step instructions. Articulated the objectives of each test and the anticipated outcomes of the components evaluated.
• Evaluated and outlined available repair and replacement solutions to enhance customer decision-making.
• Assisted in locating and navigating multiple systems to identify and verify logged errors, application usage, and connectivity strength. Supported the use of specified GHz for connection and asset attributes through various systems. Managed tasks across ticketing and production management software, websites, and forms while toggling between multiple responsibilities simultaneously.

• Diagnosed and resolved hardware and installation problems, offering guidance on mobile and web platforms while maintaining regular updates via phone and email.
• Cultivated technical expertise in Verizon Connect platforms to enhance operational efficiency.
• Specialized in troubleshooting intricate technical problems and resolving escalations that exceeded first-level support expertise.
• Achieved timely resolution of customer requests through proactive case management and thorough investigation. Enhanced stakeholder communication by providing updates and insights throughout the troubleshooting process. Delivered effective solutions by validating findings and escalating when required.
• Resolved customer issues related to network degradation, enhancing user experience. Streamlined system updates for SMS and MMS, improving service reliability. Achieved successful device activations and upgrades, increasing customer satisfaction. Addressed repairs for lost or stolen devices, minimizing downtime. Executed SIM swaps and dual SIM setups, optimizing user flexibility. Implemented plan changes and number modifications, ensuring seamless transitions. Handled billing inquiries effectively, fostering customer trust.
• Utilized diverse software systems and tools, including MTAS, DELFI, ACSS, Compass, and JIRA, to enhance project management efficiency.
• Implemented updates to network components to maintain alignment with system plans and device specifications.
• Monitored details and managed multiple tasks effectively. Followed established protocols and communicated all necessary disclosures to customers to prevent irreversible actions.
• Coordinated logistics and configurations necessary for overseas travel.
• Adhered to established procedures and protocols to maintain operational integrity and adapt to updates.

• Diagnosed and provided solutions for technical issues reported by Apple consumers during high-volume call interactions, focusing on all iOS and macOS devices, services, and applications.
• Ensured compliance with HIPAA standards by verifying all information to uphold Apple's reputation for security.
• Collected sensitive device information, including IMEI numbers, Apple IDs, and MAC addresses, to assist customers with troubleshooting and account access. Utilized gathered data to identify customer profiles and product details for effective support.
• Facilitated customer troubleshooting by guiding users through phone support and utilizing remote access software for enhanced assistance.
• Resolved password and passcode issues to enhance user access and security.
• Organized repair appointments at Apple’s Genius Bar to enhance customer service.
• Equipped to support macOS users in troubleshooting and optimizing their systems.
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• Handled all inquiries via phone, email and in person
• Assigned customers with a floor sales agent
• Dispatched routes for service techs and delivery personnel
• Assisted customers with financing through Symphony and Cornerstone
• Processed payments in person and over the phone making sure to destroy any PCI
• Researched and ordered furniture and replacement parts for customers
• Took inventory of floor items and updated as usual
• Walk showroom to ensure furniture is dusted, not damaged, and the price tags are in sight and marked correctly
• Performed opening and closing duties such as making copies of customer inquiries, receipts and assisting manager with final count of the days earnings. Making sure agent center is clean and in order.

• Conducted quality assurance protocols to enhance customer satisfaction across diverse campaigns and services, including but not limited to, auto care, travel, utilities, and ticket sales.
• Assisted new customers with registration and service transfers for electric company. Supported quality assurance processes to enhance customer experience. Collaborated with team members to resolve customer inquiries effectively.
• Documented customer comments to facilitate communication with service providers and identify those requiring follow-up due to low performance scores.
• Identified seating arrangements and ticket pricing for concerts and theatrical performances.

• Responded to customer inquiries on behalf of Comcast to enhance satisfaction and foster positive relationships.
• Assessed and inspected hardware and software systems to identify operational issues based on established checklists.
• Diagnosed and resolved identified issues to restore physical and virtual machines to optimal performance.
• Communicates effectively with customers in a professional manner while setting accurate expectations for issue resolution
• Communicated essential information regarding billing cycle processes and effective proration methods.
• Maintained detailed logs of interactions while promptly reporting any identified safety hazards or service-related issues.

• Addressed customer requests & inquiries to access platform, via multiple communication platforms to enhance service responsiveness.
• Requested additional information from customers to ensure compliance and support account opening processes with Ingo Money.
• Conducted thorough verification of customer social security number, name, physical address, and ID to authenticate accounts for mobile check cashing transactions.
• Utilized specialized systems to verify phone numbers and locations of requests. Confirmed accuracy of information provided by cross-referencing data. Supported team efforts in maintaining data integrity and reliability.
• Assisted customers in understanding check cashing problems by clarifying errors and their origins.
• Verbally guided customers through mobile check cashing process and what to expect going forward
• Evaluated suspicious activity reports to decide on immediate account restrictions or escalation for further review and investigation.
• Collaborated with banks and financial entities to validate check legitimacy, focusing on verification of amounts and routing/account information.
• Utilized Jira ticketing system to efficiently process and document complaints and fraudulent activities.

• Executed mandatory audits to ensure compliance with regulatory standards.
• Collaborated with hospitals, clinics, and physicians contracted with entities like, Medicare, Medicaid & WellCare and other health insurance entities to ensure compliance adherence to secured contracts.
• Analyzed appointment availability and wait times through mandatory audits with healthcare providers to enhance patient care and verify adherence to contract requirements.
• Captured participant responses and provided constructive feedback to ensure compliance with established scripts and auditing standards.
• Scheduled appointments with healthcare professionals including behavioral health specialists, obstetricians, gynecologists, and therapists for special needs care.
• Demonstrated empathy and maintained composure during sensitive conversations to cultivate trust and enhance mutual understanding.
• Documented and reported findings to ensure accurate data representation.

• Handled account holders with all inquiries and issues pertaining to their Barnes & Noble accounts, billing and orders via inbound calling and email
• Utilized Oracle software database management system as the main tool to investigate most issues
• For instance, placing customer orders, helping customers with gaining access to and creating online accounts for special deals, promotions, giveaways for access, to tracking information and order updates as well as receipts. Helping customers retrieve an order that was delivered to the wrong address
• Payment processing
• Guiding customers on the Barnes & Noble website
• Maintained up-to-date knowledge of product and service changes
• Reached out to customers after completed sales to suggest additional service or product purchases
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
• Cross-trained and provided backup support for organizational leadership

• Conducted patient satisfaction surveys aimed at gathering feedback on recent interactions with insurance and primary care services that are contracted with medicaid, medicare etc.
• Conducted satisfaction assessments using calibrated scales to gather feedback.
• Worked on special/private health campaigns and projects
• Adhered to established protocols while delivering scripted content verbatim.
• Assisted customers by accurately identifying correct responses. Clarified customer inquiries to ensure understanding. Supported effective communication by avoiding assumptions about customer intent.
• Identified and flagged concerning comments for further review and action.