Nicole Smith

*** ******** ******* **

Hampton Va 23669

ac9xjv@r.postjobfree.com

Phone: 757-***-****

Seasoned professional with an extensive background in customer service, sales, dispatching, retention, technical support and computer repair simplifying the ability to excel beyond basic standards set by superiors. Computer savvy and highly knowledgeable when troubleshooting computers, mobile devices and their components (computer software and mobile phone applications).

Skills

. Excellent listening, verbal and written communication skills . Ability to multi-task and work independently . Critical thinking and planning skills . Assertive leadership capabilities . Rational decision making Ability to negotiate and influence decisions . Project and time management . Knowledge of multiple network technologies (cable modems, routers, printers, etc.) . Data entry (type 50+ wpm) .Advanced computer skills (computer repair, Tier 1 & 2 tech support)

Experience

April/2006- Present Take2Telccom Manager : Manages the business, finances and bookkeeping functions of the facility along with diagnosing computer issues then communicating the issue and estimated costs to potential and existing customers . Specializes in internal computer repair that includes virus removal, restorations, software and hardware replacement and installation . Utilizes social networking and classified advertising websites to sell computers that have been repaired and abandoned by customers . Maintains positive relationships with computer manufacturers and third party vendors to acquire more knowledge and authentic, quality parts . Creates online and offline marketing strategies to gain and maintain clientele ensuring a profitable and competitive business.

February/2014- May/2015 USA Contact Point : Virtual Customer Service/Retention Agent . Assisted customers with general account and billing inquiries and processes payments to maintain credit monitoring memberships and savings and rewards memberships through inbound calls in virtual call center environment . Applied rebuttal strategies to prevent membership cancellations by asking probing questions, giving an overview of benefits and rewards and offering lower membership fees . Provided Tier 1 and Tier 2 tech support for Macs, PCs, and various mobile devices when customers have trouble logging in, navigating the website, and redeeming rewards. . Exceeded performance metrics by obtaining perfect monitor scores of 100% consecutively by adhering to specified QA standards implemented by upper management ? Dispatched calls to appropriate departments (escalations for refunds, roadside assistance, dispute resolution/credit repair) when customer issues are beyond support level . Placed orders for RX medical discount cards per customer request. Handles inquiries and advised customers where to forward complaints when pharmacies refuse to accept card

January/2013- April/2014 Oasis Marketing Solutions Virtual CSR : Conducted surveys via phone for various political campaigns paying close attention to ensure that correct dispositions are selected at end of each call ? Used rebuttals to diffuse irate customers and overcome objections when customers refuse to complete surveys or ask to be placed on the DNC list . Informed new and existing customers about promotions to encourage them to schedule appointments with Jackson Hewitt during tax season

Education

Armstrong High August/1989- June/1991 College Preparatory Diploma

software: Mastery of both MAC & Windows operating systems. Program proficiencies include: Microsoft Office (Word, PowerPoint, Excel, & Outlook), Adobe