Customer Service Sales

Char Nichols

W**** Hilly Haven Drive ? Appleton, WI 54913 ? abickz@r.postjobfree.com

Home: 920-***-**** ? Cell: 920-***-****

Energetic, results-driven professional with a track record of rapid

promotion to positions of increased responsibility because of strong work

ethic and desire to excel. Well rounded background in sales, marketing,

customer service, staffing, training, budgeting, expense control, P&L, and

quality management. Demonstrated ability to build and manage effective

teams, establish and nurture positive relationships, develop processes and

procedures to increase efficiency, and creatively resolve problem

situations. Dedicated to providing the highest quality customer care that

ensures long-term retention and reflects positively on the company. Strong

leader and communicator who embraces change and thrives on challenge.

Professional Experience

AT&T (formerly SBC, Ameritech & Wisconsin Bell), Appleton, WI (1995-

Present)

Advanced through several positions with the largest telecommunication and

cellular provider in United States.

Consumer Specialist

Handle escalated customer service problems working with customer who have

complex or recurring issues. Interact extensively with inter-department

personnel and utilize strong product knowledge to resolve cases involving

land line, high speed Internet, wireless service, satellite TV, billing and

collections, and repair issues.

Front Line Manager

Developed and managed team of 17+ customer service representatives.

Motivated and coached team to achieve productivity goals, consistently

maintaining placement in top 3% for sales within the office. Attained #1

team placement for 3 consecutive months among 25 teams scored on multiple

criteria.

Team Coordinator

Served as a liaison between management, clients, and associates. Worked

with hundreds of reps within the call center, walking the floor to answer

questions as needed. Assisted new employees to learn procedures, policies,

and service instructions. Created and established multiple

sales/promotional job aids.

Customer Service Advocate

Assisting residential customers establish telephone, broadband, and

wireless services. Handled billing inquiries, collections, disputes, and

repair issues. Consistently achieved individual placement in top 3% for

sales and revenue.

. Throughout tenure, served on various sales and service committees to

develop processes, procedures, and innovative learning tools as well as

plan and organize company-sponsored events and functions.

. Received several awards from president of AT&T for Execution of High

Performance in Sales and Customer Service, and received several

accommodation awards resulting from letters written by customers to

president of company.

Continued ...

Char Nichols

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Best Western Hotel and Fantasy Suites, West Bend, WI (1992-1994)

Assistant General Manager of Hotel and Lounge

With minimal direction from General Manager, oversaw all hotel operations

including front desk, housekeeping, back office, and maintenance

operations. Hired, trained, scheduled, supervised, and evaluated a staff of

100+ employees. Generated daily P&L statements, payroll and budget

analysis, controlled inventories, and developed month-end projections.

Hotel ranked #6 of Best Hotels to Stay in World by Consumer Reports Travel

magazine.

Travelers Inn, Fond du Lac, WI (1985-1990 & 1992-1993)

Hotel Front Office Manager

Managed, directed, and supervised all front office operations. Hired,

trained, scheduled, supervised, and evaluated a staff of 10-15. Resolved

customer service, operational, and personnel problems; prepared and

distributed payroll; processed accounts payable and receivable; and

supervised computer operations.

Quality Hotel, Tacoma, WA (1990-1992)

Senior Sales and Catering Manager

Managed, directed, and supervised all operational aspects of the sales and

catering functions. Planned, developed, and implemented marketing plans to

increase sales. Created menus; hired, trained, scheduled, and supervised up

to 60 staff; established and maintained positive customer relations;

prepared, analyzed, and controlled budget; sourced vendors and purchased

supplies, equipment, and inventory; generated finance and maintenance

reports. Promoted from Front Desk Clerk/Auditor.

Education

University of Utah (2005-Present)

Medical Transcription

Marion College, Fond du Lac, WI (1996-2000)

Operations Management (GPA: 4.0)

University of Wisconsin-Milwaukee/Fond du Lac, WI

Bachelor of Science: Sports Medicine (GPA: 3.9)

Moraine Park Technical College, Fond du Lac, WI

Computer Operations - IT Specialized (GPA: 4.0)

Community Involvement

Chairperson and volunteer for March of Dimes Run for Kids.

Created a "Haunted House" in a 200-room Seattle hotel, designed to allow

children a safe Halloween environment. Directed a team of 15 to develop

this non-profit project over a six-month timeframe.

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