Customer Service Representative

NICOLE M. CURRY

** ***** ******, ********, ** ***21 *******@*****.*** 646-***-****

Outstanding: Customer Service Skills • Critical Thinking Skills • Listening Skills

Customer-focused, and courteous Customer Service Supervisor with excellent interpersonal communication skills and the ability to lead a customer service staff; dedicated team builder.

WORK EXPERIENCE:

Customer Service/Call Center Supervisor

Global Contact Services (Contracted by MTA Access-A-Ride) LIC, NY April 2013 - Sept 2016

• Manage the day-to-day needs of the Command Center (Call Center), handling over 2 million calls per year, including emergency calls from OME during winter storms or hurricanes; managed agent schedules including shifts, schedule adherence, and time off request.

• Supervise Command Center staff (call center), providing between 18,000-26,000 daily trips to disabled passengers - door to door service for Paratransit.

• Prioritize call center responses and timeliness of follow-up based on urgency of the call, and escalate unresolved issues in a timely manner.

• Monitor work activities to ensure CSR’s are on compliance call center regulations and MTA policies, including the Americans with Disabilities Act.

• Support Customer Service staff with all questions,escalations, and challenges which occurred.

• Monitor, counsel and coach associates/agents, while providing improvement plans to assure excellent quality and customer service levels.

• Provide encouragement and motivation to associates/agents on a consistent basis to maintain excellent performance and quality.

• The ability to work with travel performance contractors, in assuring all disabled passengers are picked up and dropped off to their destinations within the five boroughs of NYC.

• Provide and communicate travel delays and detours to drivers via AVLM messaging and PageGate.

Freelance Graphic Designer

Urban Dreams Design Studio Brooklyn, NY January 2006 - February 2015

• Assist clients with design layout of brochure, postcards, business cards, catalogs and various other print media.

• Determine size and arrangement of illustrative material and copy, selecting style and size of type, and arranging layouts based upon available space, knowledge of layout principles, and design concepts.

• Review layouts and suggest improvements as needed.

• Prepare and estimate costs, coordinate graphic production and reproduction by service bureaus.

• Provide printing quotes to inquiring clients and potential clients.

Customer Service Supervisor

SuccessfulOffice.com Brooklyn, NY June 2004 - October 2010

• Scheduled customer service team for workflow coverage.

• Trained and assisted staff to handle work volume and issues in accordance with company policy and procedures.

• Increased and maintained call center operations by contributing information to strategic plans and reviews.

• Maintained customer service by monitoring daily call center/customer service operations; adjusting systems and staffing; researching and resolving escalated calls.

• Performed quality checks on areas of responsibility, review performance reports, identify areas requiring improvement, and implement process corrections.

• Performed management functions such as interviewing, hiring, reviewing, mentoring, performance management, attendance tracking, and implementation of corrective action.

Customer Service Representative/Dispatcher

Rotavele Elevator Whitestone, NY August 2003 - April 2004

• Filed for work permits on all new elevator installations, modernizations and removals.

• Set up elevator maintenance contracts and proposals.

• Dispatched elevator mechanics to emergency repair jobs and service calls.

• Corresponded with clients regarding service contracts and billing inquiries.

• Prepared paperwork for the Department of Buildings and Environmental Control Board hearings.

Administrative Assistant

Gotham Assets New York, NY August 2002 - March 2003

• Managed day-to-day office operations; sorting mail, scheduled travel arrangements/meetings, ordered office supplies, etc.

• Maintained/updated company database, library and abstract files.

• Coordinated travel arrangements for company CEO and Directors.

• Assisted Marketing Director to develop marketing campaigns and spearhead special projects (PowerPoint presentations and sales/service materials).

• Prepared/submitted weekly department T&E reports.

• Maintained confidential department records and files in accordance with internal company procedures.

Emergency Service Aide/Tenant Services

NYC Housing Authority New York, NY June 1999 to April 2002

• Recorded, assisted and advised tenants on resolving dangerous and potentially dangerous situations (i.e., explosions, gas leaks, fires, floods, brownouts. elevator outages, etc.).

• Distributed unfinished/unresolved work tickets though internal AS400 database system for daytime staff to complete.

• Liaison between tenants and upper management.

• Notified tenants of housing policy and procedure changes.

• Operation of Tier I and Tier II radio/dispatch console to transmit work orders/jobs to

maintenance workers.

EDUCATION:

High School Diploma in Computer Science

Louis D. Brandeis New York, NY 1987 to 1990

SKILLS:

MS Word, Excel, PowerPoint, Outlook, Adobe Photoshop, Illustrator, ADEPT, AVAYA, CRMS, AVLM, FileMaker

ADDITIONAL INFORMATION:

• Extensive experience of call center operations and Paratransit services.

• Highly skilled in collaborating with colleagues, clients and customers, as well as completing tasks independently.

• Ability to manage multiple tasks in a pressured environment.

• Strong communication skills to understand customer needs and provide exceptional results.

REFERENCES AVAILABLE UPON REQUEST

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