Call Center Customer Service

NICOLE GILLEY

*** ******* *****, *************, **. 30044

***********@*****.*** cell: 404-***-****

EXPERIENCE

Offering an award-winning track record of customer care excellence within high-volume environments that include:

- Call Center Leadership

- Troubleshooting/ Problem Solving

- Excellent Verbal Communication

- Team Building

- Coaching and Development

- Leadership/Supervisory Support

- Technical/ User Support

- Excellent Interpersonal Relationships

- Reports and Documentation

- Twelve Years of commended performance in key customer service and leadership roles.

Support Representative II

Ricoh USA

Dec/2022-Present

Responsible for all Ricoh printer deliveries Georgia and Alabama

Liaison between customers, reps, carriers and dispatch

Inventory Management

Assist in Warehouse

Team Lead- Helpdesk Call Center

CareerBuilder

Feb/2014-Current

Software and Hardware Troubleshooting

Writer of technical documentation for multiple processes

VPN Support

Service Now/Atlassian usage for ticketing and documentation

Average of 25 to 30 tickets per day

Unified Communications Support

VDI/VSphere Troubleshooting

BOMGAR user (Remote desktop)

Provisioning of New Hires using Active Directory, Office 365, Enterprise Exchange, and Service Now

Active Directory management

Respond to queries either in person, over the phone, or through the ticketing system

Write training manuals and manage team information page.

Train new hires at start of position

Ask probing questions to determine nature of problem.

Walk customer through problem-solving process using awesome customer service

Install, modify, and repair computer hardware and software.

Team lead- Facilities/Real Estate

CareerBuilder

Jan/2012 – Feb/2014

Managed a team of 4 facility coordinators

Order Supplies

Project Management

Facilitate Executive meetings

Vendor management

Budget and Planning

Infrastructure Engineer II

Feb/2009 – Jan/2012

CareerBuilder

Responsible for Office Moves/Shutdowns/Openings

Project Management

Create Conference room design

Provide Onsite Support

Travel 50%

EDUCATION

WILLIAM FLOYD HS

LONG ISLAND, NY

SKILLS

Agile

Adaptable

Positive

Self-Motivated

Process Oriented

Quick learner

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