NICOLE CAPPIELLO

**** ******* ***** **** • Colorado Springs, CO 80923-3571 • 719-***-****

ad2d10@r.postjobfree.com

Qualification Profile

· 15+ years Solid Work Ethic with Customer Service Emphasis

· Ability to multi-task, organize, and lead in the most challenging situations

· Engaging and charismatic; effective communicator

. Driven, goal-oriented

· Professional and excellent client relationship

· Success expanding customer base and increasing revenue potential

· Exceptional creativity, problem solving, and writing skills

· Professional demeanor, confident and work well independently and in a team environment

. Easily adaptable, flexible; grasp new concepts and assignments quickly

Professional Experience

Customer Care Associate Expert

T-Mobile, Colorado Springs, CO

2021-2022

· Worked as part of a team to achieve individual and team results

· Created happy customers by building an relationship with each one, providing an outstanding customer experience and owning customer issues with the many tools, knowledge and support given

· Personalized every interaction and provide solutions to take care of customers, so that they are completely satisfied with their cell service

· Offered products and services by making recommendations that make sense for each customer in helping them get the best experience

· Stayed current on all systems and products to grow skills and maintain proficiency on things most valued, as well as organizational requirements

PBX Operator/Guest Services Assistant/Concierge

Great Wolf Lodge, Colorado Springs, CO 2016-2020

· Assisted guests with making reservations, answering all questions & concerns regarding the lodge

· Responded to emergency situations

· Operated radio system in a professional manner to communicate internally with team members

· Answered all internal and external telephone calls in a fast, efficient and friendly manner

· Replied to external Guest Services emails

· Operated the PBX switchboard and all its functions

. Stepped in as a Guest Services Front Desk Agent, as needed, to assist with guests

Customer Service Representative

Progressive, Colorado Springs, CO

2011-2014

· Participated in an environment that encouraged customer sales, referrals and retention of Progressive products and services

· Demonstrated effective listening skills and the ability to handle varying call types

· Stayed abreast of frequent updates and communications as a way to support new products and services

· Consulted with support team members when necessary, for continued improvement of team performance

· Utilized effective time management skills which was pertinent, due to high call volume

· Exceeded expectations of each specific performance standard and accountability of the company

Additional Experience/Computer Skills

· Microsoft Word and Excel 2007 Classes, Women’s Resource Agcy, Colorado Springs, CO.

· Microsoft Office, Basic Skills Windows,, XP/Vista, Opera & familiar with many other Hospitality programs

. Typing approx. 50 wpm with 100% Accuracy

Education

AA (Associates of Arts), Early Childhood Development 1994

Pikes Peak Community College, Colorado Springs, CO

Additional Training

· Pediatric CPR and Emergency Cardiac Care-American Heart Association

· Child Development Training Modules/Special Education Training

719-***-**** • NICOLE CAPPIELLO • ad2d10@r.postjobfree.com

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