BOBBIE NICHOLS

***** ****** *** **********, ** **445

ad36y8@r.postjobfree.com

773-***-****

Highly successful professional with experience in the customer service and office assistant field. Proven ability to excel in a stressful environment, self-motivated, proactive and confident in making the independent decision making. A key focus of the incumbent in these roles is to deliver consistent results through strong customer focus and a commitment to service delivery excellence.

EXPERIENCE

OCTOBER 2014 – PRESENT

CUSTOMER SERVICE ADVOCATE, verizon

I accomplished great successes in connecting with our customers and enrich their satisfaction with our customers by going above and beyond to ensure their questions are answered fully and concisely.

Assisting customers with a wide variety of issues, from billing inquiries, equipment orders, and tier 1 troubleshooting. Consistently meeting 98% providing a standard of excellence in customer service satisfaction.

Respond to and handled customers call for billing credits and any complaints in a timely manner. Maintained a polite and professional telephone manner and multi-tasking skills in a fast-paced environment.

JULY 2013 – OCTOBER 2014

CUSTOMER SERVICE ADVOCATE, cigna healthcare

Determine out of pocket costs related to medical, dental office visits, prescription medications, inpatient and outpatient procedures. Understanding of payments and claims related to office visits and procedures.

Customer eligibility to receive benefits associated with their individual or company sponsor health insurance plan. Find in-network primary care and specialist doctor in a geographical area.

August 2006- July 2013

Office Assistant, Cassidy Tires

Manages the overall selection process to include assessing candidates, screening resumes and/or candidates, scheduling interviews and interviewing.

Consults on applications for potential hires for the company and establishes and maintains strong relationships with hiring managers in order to understand the business and its recruitment needs; conducts regular follow-ups to determine the effectiveness of recruiting plans and implementation.

EDUCATION

MAY 2000

BACHELOR OF SCIENCE BUSINESS ADMINISTRATION, elmhurst college

JUNE 2019

MBA BUSINESS ADMINISTRATION, strayer university

Human resource management courses that examine the theoretical foundation of the human resource management and the evolution of the human resource management body of knowledge, including workforce planning and employment, employee development and performance, compensation and benefits, labor and employee relations, and risk.

.

SKILLS

word

excel

windows outlook

spreadsheet

FIRST NAME LAST NAME

Address · Phone

Email · LinkedIn Profile · Twitter/Blog/Portfolio

Skilled Tier 2 with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of troubleshooting issues in hardware, software, applications, networks, or device.

EXPERIENCE

VERIZON – TECHNICAL CUSTOMER SUPPORT SPECIALIST 2

CHICAGO, IL

10/2014 – 10/2023

Identified trends in client requests and helped management get ahead of ongoing problems.

Crafted intelligent, professional responses to emailed and web chat customer questions.

Assisted sales team by creating and maintaining supporting data files.

Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.

Recognized escalation needs and connected customers with advanced support staff.

Tracked changing software and technologies with potential to impact customer requirements.

Increased sales by educating prospects on benefits of products and services in comparison to competitors.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Take ownership of resolving first level customer service request related to both hardware and software will use excellent problem solving, communication, and interpersonal skills along with customer friendly attitude in a team environment.

EDUCATION

BACHELOR OF SCIENCE BUSINESS ADMINISTRATION, elmhurst college

JUNE 2019

MBA BUSINESS ADMINISTRATION, strayer university

.

SKILLS

Customer Satisfaction

Warranty Claim Processing

Reading Comprehension

Complex Issues Management

Calm and Professional Under Pressure

Upbeat and Positive Personality

Account Administration

Payment Processing

Responding to Difficult Customers

Collaborative Team Player

Efficient and Detail-Oriented

Upselling Products and Services

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