Customer Service Representative

NICOLE S GILMORE

Westover Dr. Grand Prairie Tx, *5052, 2863 United States 972-***-**** **********@*****.*** Summary

Experienced and creative hairstylist with over 15 years of expertise in the cosmetology field. Proficient in both men's and women's haircuts, beard trimming, shampooing, and blow-drying. Specializes in children's haircuts and maintains a strong focus on 13-minute hair cutting times. A career that includes success at Great Clips, specialization in men's grooming at Knockouts Hair for Men, and outstanding customer service skills at Sport Clips. Dedicated to keeping up with industry trends and delivering exceptional hair transformations while prioritizing client satisfaction.

Skills

• Hair Coloring Techniques

• Precision Cutting

• Hair Extensions

• Texture and Curling

• Updos and Special Occasion Styles

• Barbering

• Product Knowledge

• Scalp Treatments

• Hair Health Assessment

• Microblading

• Tape in specialist

• Client Consultation

• Time Management

• Salon Management

• Multicultural Hair Expertise

• Creative Color Correction

• Product Sales

• Bridal Hair Styling

• Client Education

• Health and Safety

• Networking

• Eyelash extensions services

Experience

Customer Service Representative May 2013 to May 2020 STATE FARM INSURANCE

• Acted as the first point of contact for customers, providing professional, courteous, and efficient service.

• Handled a high volume of incoming calls, emails, and chat inquiries, addressing customer inquiries, resolving issues, and ensuring customer satisfaction.

• Demonstrated exceptional problem-solving skills to resolve customer complaints, escalating complex issues when necessary, and ensuring swift resolution.

• Collaborate with cross-functional teams to provide a seamless customer experience, including coordinating with sales, technical support, and billing departments. Collections Specialist Jan 2011 to Jun 2013

ATS TELECOMMUNICATIONS CENTER

• Managed a portfolio of overdue accounts, utilizing a strategic approach to collections and negotiation techniques to recover outstanding debts.

• Initiated contact with delinquent account holders through phone calls, emails, and written correspondence, maintaining a professional and empathetic demeanor.

• Maintained detailed records of all communication and actions taken, ensuring compliance with collection laws and regulations.

• Analyzed customer financial situations to develop tailored repayment plans, while adhering to company policies and legal requirements.

Customer Service Representative Dec 2009 to Jan 2011 SECURUS INMATE CONTACT CENTER

• Stayed updated on company policies, products, and industry trends to provide accurate and up-to-date information to customers.

• Contributed to training and onboarding of new customer service team members, sharing best practices and helping to build a strong and cohesive team.

• Received regular recognition for providing exceptional service and maintaining a positive attitude in high- stress situations.

• Assisted in creating and refining collection strategies and techniques, contributing to the development of best practices.

Customer Service Representative May 2007 to Dec 2009 AEGIS COMMUNICATIONS CALL CENTER

• Fostered a positive and collaborative team environment by actively supporting colleagues and sharing expertise and insights.

• Received recognition for maintaining a high level of professionalism and providing excellent customer service, even in challenging collection scenarios.

• Reviewed and update customer account information, address changes, and payment arrangements with precision and timeliness.

• Proactive engage with customers to provide guidance and support in resolving outstanding balances, emphasizing empathy and conflict resolution.

Customer Service Representative May 2005 to Dec 2007

• Answered customer inquiries and provided accurate information regarding products and services.

• Gathered customer feedback through surveys and used the data to improve customer service.

• Tracked orders from start to finish to ensure timely delivery of goods or services.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations. Education

Bachelor's in Business Management May 2017

CAPELLA UNIVERSITY

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