Nicole R. Patrick

**** * ***** ***** ***, Las Vegas, NV 89139, acugo1@r.postjobfree.com, 702-***-****

Skills & Knowledge

Customer Sales & Support: retail, hospitality and travel; store, front desk and call center; cashiering,

upselling, processing refunds/exchanges; booking, changing, and canceling reservations; and resolving

customer concerns/issues to ensure satisfaction and promote return patronage.

Administrative Support: interaction with the public, management and vendors; answering/directing multi-

line phones; preparing and distributing correspondence; spreadsheet development and desktop publishing;

and data entry and file maintenance.

Ability to manage multiple tasks

Extensive briefing development and presentation skills

Known software: Microsoft Office, Opera, Springer Miller Host Systems (SMS), Info Workspace (IWS)

Capacity to learn unknown software programs quickly

Operational knowledge of general office equipment: multi-line phones, computers, fax, copiers, printers,

etc.

Willing to travel and work overtime, evenings and weekends, as needed

Employment

08/2015 - Present: Customer Relations Manager, SolarCity, Las Vegas, NV

Full-time. Duties included: Handling escalated customer issues including all communication, follow up

and feedback, responding to customer feedback surveys, social media and BBB inquiries/complaints,

working directly with customers to research, troubleshoot, and resolve issues in a timely manner,

documenting and track case history, case status and solutions, communicating with engineering,

operations, and project management teams to improve SolarCity customer service, achieving quality

assurance by contributing information root cause analysis to our customer feedback survey results, and

improving quality and quantity of content in knowledgebase articles.

11/2014-08/2015: Google Wallet Representative, Telus International, Inc., Las Vegas, NV

Full-time. Duties included: Ensuring excellent customer satisfaction and excellent customer service skills,

assisting users with general inquiries, product support, service information, order processing and technical

issues in a diverse technology environment (via phone/email/chat), managing an individual ticket queue,

and assisting new hires, whenever needed.

8/2010-9/2014: Furniture Service Associate, Williams-Sonoma, Inc. Las Vegas, NV

Full-time. Duties included: Addressing customer questions/concerns regarding product/delivery

information; issuing replacements/reimbursements due to damages/defective merchandise; processing

customer orders; serving as liaison for retail associates, vendors, customers, and furniture medics; and

assisting new hires.

3/2009-5/2009: Associate, Office Depot Las Vegas, NV

Part-time. Duties included: Greeting customers; assisting customers with locating store items, processing

refunds/exchanges, signing up for product warranties, enrolling in rewards program; and stocking shelves.

4/2008-9/2008: Administrative Assistant, Benchmark Association Services Las Vegas, NV

Full-time. Duties included: Answering multi-line phones; responding to homeowner concerns/issues

involving community policies, property violations and maintenance; booking venues for board/annual

meetings; preparing correspondence and community informational packets; and maintaining confidential

files.

8/2007-2/2008: Travel Agent, Expedia, Inc. Las Vegas, NV

Full-time. Duties included: Booking, changing, and canceling customer vacation packages, flights, hotels,

car rentals, cruises and destination activities; upselling existing reservations; advising reservation terms

and conditions; maintaining departmental quality standards; documenting calls; and contacting vendors as

needed.

5/2006-8/2007: Guest Services Representative, Bellagio Hotel & Casino Las Vegas, NV

Department: Front Services. Full-time. Duties included: Greeting and checking guests in/out upon

arrival/departure; upselling existing reservations; resolving guests' concerns; booking, adjusting and

canceling reservations using SMS and Opera; and interacting with the public, hotel management,

concierge services, room reservations, casino, room service and engineering services.

Military Service: United States Air Force

2/2005-2/2006: Air Defense Analyst, 607th Air Intelligence Squadron Osan AB, South Korea

Active Duty. Duties included: Providing analysis of North Korean integrated air defense systems to

leadership; developing briefings, reports and orders-of-battle on air defense threats; producing daily

intelligence summary articles and comprehensive studies distributed to decision makers and operational

units worldwide; and uploading information to and maintaining websites on various classification levels.

7/2001-2/2005: Intelligence Operations Analyst, 436th Operations Support Squadron Dover AFB, DE

Active Duty. Duties included: Conducting research and analysis of intelligence; executing intelligence

training for aircrews and ground support personnel; developing and presenting pre-mission and pre-

deployment briefings in support of Operations ENDURING FREEDOM and IRAQI FREEDOM;

managing intelligence library of classified documents and multi-media products; maintaining personnel

recovery program and documentation; and updating a classified website.

12/2002-5/2003: Watch Supervisor, 376th Air Expeditionary Wing Manas AB, Kyrgyzstan

Active Duty (Deployed). Duties included: Briefing coalition staff on current operations; blending multiple

military assets into a seamless team; and supporting over 1300 combat missions.

Education

12/2002-Present: College of Southern Nevada, Business

2002-2004: Delaware Technical Community College, Criminal Justice

2000-2006: Community College of the Air Force, Applied Science

2006-2007: Colorado Technical University, Business

References

Provided upon request

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