Nicole Bracey

Waldorf, MD

ad2a6j@r.postjobfree.com

+1-240-***-****

10+ years of experience providing Stellar Customer Service, in a variety of corporate settings. I have advanced skills as an Administrative Assistant and Lead Dispatcher. I am committed to providing resources, services, and products that serve to increase individual, business and community empowerment. Proficient in Microsoft Office Suite, ERP systems and various office equipment.

Authorized to work in the US for any employer

Work Experience

Customer Experience Representative

Dispatch - Remote

May 2022 to Present

Responsible for managing the overall network efficiency and the customer experience in the markets we serve. This includes but is not limited to fielding incoming phone calls, emails and messages from customers regarding orders, issues with billing etc. Use of Intercom for live chats from drivers needing assistance on active orders. Assisting in finding drivers to complete orders and communicating updates and helping customers as needed. Make sure all communications with drivers and/or customers are documented on orders for company wide clarity of issues. Q4 2022 quarterly crusher with 879 incoming calls answered & 2422 Intercom chats answered. Service Coordinator

JTF Business Systems - Springfield, VA

November 2016 to August 2020

Responded to customers need for maintenance on their office copiers, printers, paper handlers etc. via telephone or email. Assigned service requests via ERP system to local and national technicians. Assisted Service Director in scheduling local and national work orders according to their contract service levels. Provided the Service Director with the reports on workload monitoring. Monitored work group workload and coordinated changes in work assignments. Procured all parts/materials for service work orders. Followed up with customer to ensure service was completed in a timely and satisfactory matter. Assisted accounting with invoicing customers and parts purchase orders. Lead Dispatcher/Customer Service Rep

Neopost Mid Atlantic - McLean, VA

March 2007 to November 2016

Handled incoming calls from customers' service and supply requests for professional office equipment such as mail machines, inserters, printers etc. Processed purchase orders for parts, supplies and meter replacements and rental mail machines. Scheduled new equipment installs and maintain Outlook calendar for each technicians installs. Quickly learned to set up commercial maintenance contracts in the ERP Business Software (E-Automate) due to corporate changes. Able to troubleshoot minor issues on postal equipment such as meter account issues, server issues etc. Promoted to Lead and second in command behind Service Administrator 3 months after being hired. Service Dispatcher

Capitol Office Solutions - Beltsville, MD

January 2006 to January 2007

Dispatched customer calls for service on Canon copy machines and printers. Allocated service calls according to territory and ensure that response time is met. Developed and maintained effective customer relationships by responding clearly and concisely to customer concerns and inquiries in a timely manner. Developed spreadsheets displaying monthly customer response time status and technician production. Education

Certificate in Information Technology

Coursera

June 2021 to Present

Associates in Database Technology

Strayer University Suitland - Suitland, MD

2005 to 2007

Skills

• Customer Service

• Order Fulfillment

• Procurement (5 years)

• Salesforce (1 year)

• Microsoft Office (5 years)

• ERP Systems

• Administrative experience

• HubSpot (Less than 1 year)

• Live chat (1 year)

Links

http://linkedin.com/in/nicole-bracey-3b391231

Assessments

Call Center Customer Service — Expert

November 2020

Applying customer service skills in a call center setting Full results: Expert

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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