Profile

I have worked in the Consumer Service Department for the Scotts Miracle-Gro

Company for the past 2 years. In that short amount of time I have worked

hard and gone from working as a temporary seasonal employee to being a full

time phone coordinator. I have a strong product and department knowledge

and I am always willing to learn more. In the time I have been with Scotts

I have preformed multiple tasks ranging from taking consumer calls and

emails to processing the mail batch. I have strong customer relations

skills and I am proficient in Windows XP and Mac OSX applications

Experience

Legal Clerk, Walter and Haverfield, Cleveland,Oh - 2003-2005

My assignment at Walter and Haverfield was primarily a summer job and I job

I preformed on breaks from school, I preformed odd tasks around the office

which included primarily focused on organizing case files.

Suite Attendant, Sports Service for the Cleveland Indians, Cleveland, Ohio

- 2004-2005

My assignment as a Suite Attendant at what was then called Jacob's Field

was also a summer job I took between school breaks, It was primarily a food

service job, but it was slightly different because as a suite attendant you

had prolonged interaction with the customers. This is where I believe I

began building my customer relation skills. Tasks included; making sure

food orders were delivered to the correct suite and at the correct time, I

also had to make sure the customer had what they needed throughout their

stay at the ballpark, and placed orders throughout the duration of the

game. As a suite attendant you were also responsible for taking all

inventory of the rooms you were assigned to, and also making sure

everything was back in place once the customer had left the ball park.

Seasonal, part time Associate, The Scotts-Miracle-Gro Company Marysville,

Ohio - 2007-2008

As a part time associate at the Scotts Miracle Gro Company, the primary

focus of my assignment was to answer consumer inquires and to assure

customer satisfaction if the consumer had a complaint. I was also trained

how to answer consumer letter and emails proficiently. I set high goals for

my call statistics and met those goals on a normal basis. When my

assignment became permanent I also preformed auditing tasks to encourage

the new employe's learning experience and I also provided one on one call

monitoring sessions. My schedule was usually very flexible which allowed be

the opportunity to be available should the department find itself

understaffed or in need of greater associate assistance. As a tier two

representative I also made myself available to take calls from newer

associates within the department, who needed help answering more difficult

questions or handling a more difficult consumer.

Full time Phone Coordinator, The Scotts Miracle-Gro Company, marysville,Ohio - 2008-2009

Working as a Full Time Phone Coordinator presented itself with new

challenges and new opportunities for me. In addition to the tasks that I

already preformed on a daily basis as a part time associate I now had new

tasks to preform. Early on as a full time associate I was granted the

opportunity to process the departments mail batch. This gave me new skill

and insight to a completely different task in the department but a very

important process in our goal to achieve customer satisfaction.

Additionally I was asked to prepare a small training session for new

employees who were going to begin a new assignment in the spring. As a full

time representative I was also awarded the task of seating new trainees

with seasoned representatives to gain insight to consumer calls before they

got on the phones. I am also assigned the task of closing the call center

one Saturday a month, along with still providing tier two assistance and

handling escalated calls. In our "down season" I assisted in imputing data

for new products for the 2009 season into spreadsheets so that the

information may be easily imputed into our data base, along with adding

information into our new Real Dialogue system.

Education

Saint Augustine Academy, Lakewood, Ohio-High School Diploma-2005

Mercyhurst College, Erie, Pennsylvania - Degree unattained at this time-

2005-2006

Skills

I have a high level of Scotts Miracle-Gro product knowledge as well as an

ever growing knowledge of lawn and plant care information, which our

consumers often call about. I am computer proficient and can operate our

system and its applications efficiently. I set high goals for customer

satisfaction, while still implementing the companies cultural attributes

into my everyday tasks. I try very hard to ensure that as a tier two

representative that our new employees get a firm understanding of the

product and system knowledge, along with the department protocol and

standards.

100 S. 17th Street Apartment D

Columbus Ohio 43205

614-***-****

abk9d2@r.postjobfree.com

Nicole Nunziato

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