NICOLE CROSS

***** **** ******* ****** *****, Tucson, AZ 85747 520-***-****

ac5wbk@r.postjobfree.com

PROFESSIONAL SUMMARY

Service oriented representative with 7 years background in Customer Service. Core competencies include paying attention to detail, showing empathy to customer needs, and loves problem solving, as well as excellent communication and time management skills, handles tasks with accuracy, and efficiency. EXPERIENCE

DEC 2014 – PRESENT

SOCIAL MEDIA TEIR TWO CUSTOMER SERVICE REPRESENTATIVE, AFNI Assist customers through several Social Media platforms, such as, Twitter, Facebook, as well as Instagram. Also, responds through community forums on Bizarre Voice and Jive, I make sure customer needs are taken care of, such as, billing questions, plan changes, stage 1 troubleshooting, then move to stage 2 troubleshooting on devices and/or work on towers. Also, address questions about current promotions and providing the customers with correct information about deals to help them make a more informative decision. I also serve as a super user (mentor) when new associates join the team. APR 2011 – FEB 2014

CUSTOMER SERVICE REPRESENTATIVE/TEAM LEAD, AGERO

Road Side Assistance dispatcher for different Insurance companies that provided this service. Made sure customer was always in a safe location and connected with the customer to find out Lead of about 12 agents in the Ultra-Premium section. Our team took care of the customers with the more the exact issue with their vehicle, so the proper help would be of assistance. I also worked with high-end vehicles such as; Ashton Martin’s, Fishers, Bentley, and so on. Sat with the agents, reviewed calls, surveys, score cards, and discussed how they could improve as an agent to better assist both client and customer. EDUCATION

MAY 2009

ASSOCIATE DEGREE OF BUSINESS AND ACCOUNTING: BUSINESS MANAGEMENT FOCUSING ON ACCOUNTS PAYABLE AND RECEIVABLE, THE UNIVERSITY OF ARIZONA

• GPA 3.8

• Minor in Religious Studies

• Graduated in top 25% of class

• I volunteered, as well as to present with the Autistic Society of Southern Arizona. SKILLS

• Customer and Personal

Service

• Time Management

• Reading Comprehension

• Communication/Media

• Critical Thinking

• Outgoing as well as understanding

2