WEBSITES,

PORTFOLIOS,

PROFILES

PROFESSIONAL

SUMMARY

SKILLS

WORK HISTORY

NICOLE AUGUSTA

■ Billerica, MA 01821 ■ 351-***-**** ■ ad196u@r.postjobfree.com ■ WWW: Online Profile ■

• linkedin.com/in/nicole-augusta-9917001a4

• https://www.facebook.com/nikkimarie9170?mibextid=REkXMA To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

• Call Control

• Report Preparation

• Data Entry

• Customer Relationship Management

• Interpersonal Skills

• Remote Office Availability

• LiveChat Messaging

• Call Documentation

• Script Adherence

• Multitasking

• Computer Literacy

• Time Management

CALL CENTER REPRESENTATIVE 08/2020 to 11/2021

EagleOne Group, Cincinnati, OH

Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

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Streamlined call flow processes for more efficient response times and increased productivity.

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Improved first-call resolution rates with thorough issue analysis and effective problem- solving techniques.

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Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.

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Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.

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Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

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Handled and escalated 50 calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

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Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.

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Responded to customer calls and emails to answer questions about products and services.

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Adhered to company policies and scripts to consistently achieve call-time and quality standards.

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• Placed outbound customer service or customer satisfaction calls to follow up on issues. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

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• Processed debit and credit card and electronic check payments. Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

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• Created and maintained detailed database to develop promotional sales.

• Trained staff on operating procedures and company services. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

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• Maintained up-to-date knowledge of product and service changes. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

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CUSTOMER SERVICE REPRESENTATIVE 09/2018 to 02/2020 Market Basket, Billerica, MA

Increased customer satisfaction by providing exceptional service and maintaining a clean, organized deli counter.

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Developed strong rapport with customers by offering personalized service, answering questions, and making recommendations based on preferences.

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Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.

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Boosted sales by 3.2 % by promoting seasonal items, weekly specials, and bundled deals to customers at the deli counter.

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Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.

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Restocked supplies and prepared additional ingredients during downtime for expected busy periods.

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Delivered exemplary customer service to guests, even in peak business periods to promote retention.

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Listened to customer requests and suggested additional menu items as appropriate to upsell products.

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• Offered product samples to customers, generating additional sales through taste-testing. Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.

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Demonstrated versatility in handling various responsibilities such as cashier duties or stocking shelves during peak hours or staff shortages.

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Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.

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Enhanced product presentation by arranging visually appealing displays and regularly rotating items to ensure freshness.

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PERSONAL ASSISTANT 03/2008 to 01/2018

Fantasia's Frozen Foods, Dracut, MA

Enhanced executive''s productivity by managing schedules, organizing meetings, and overseeing correspondence.

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Maintained confidentiality and discretion while handling sensitive information relevant to company operations.

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Improved time management of the executive through effective prioritization and organization of tasks.

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Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.

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Facilitated smooth office operations by managing supplies inventory and overseeing maintenance requests.

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Monitored expenses closely, maintaining an organized filing system for easy access to financial records.

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EDUCATION

• Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.

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Updated spreadsheets and created presentations to support executives and boost team productivity.

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Handled 20 to 30 incoming calls, incoming mail, bills and invoices and completed appropriate actions.

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• Entrusted to handle confidential and sensitive situations in professional matter. Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.

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• Served as point of contact between clients and managerial staff. Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.

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Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.

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Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.

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Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.

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• Maintained appropriate filing of personal and professional documentation. Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.

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High School Diploma : 09/2003

Middlesex Community College - Bedford - Bedford, MA High School Diploma : 05/2002

Lowell Catholic High School - Lowell, MA

• 3.2 GPA

• Year Book Committee

• Varsity Softball

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