Nicole Smith

**** ******** **

Baltimore, MD ****7

443-***-****

OBJECTIVE

Seeking a challenging position utilizing abilities developed through my experience and education with the opportunity for professional growth based on my performance.

EDUCATION

09/92 to 06/94 Baltimore City Community College, Baltimore Campus

Majored in Accounting and Business Managent

01/04 to 03/05 TESST College of Technology, Baltimore Campus

Network Information Technology

SUMMARY AND HIGHLIGHTS

Customer service representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty

Excellent analytical and organizational skills

Completing tasks within the time allotted

Highly motivated and goal oriented

Exceptional telephone etiquette

Precise in attention to details

Patient and diligent

SKILLS

●Financial Services (13+years), Communications (10+years), Sales (4+years)

●Computer Hardware (3+years), Microsoft Excel

●High customer service standards

●Conflict resolution proficiency

●Strong problem solving ability

●Troubleshoot hardware and software

WORK EXPERIENCE

USPS 10/2021 to 01/2022

Mail Handler Assistant

Preparing and dumping mail

Loading containers and moving equipment

Operated manual hand jack

Scanned mail and packages

Prepared mail for delivery

Operated sorting machine

Baltimore Gas & Electric 07/2020 to 10/2021

Customer Service Representative

Handle incoming Electric Emergency calls

Processes Orders

Calculate and setup payment arrangements

Troubleshoot Peak Rewards thermostats

Apply adjustments and credits when necessary

Prepares Correspondence

Resolve customer’s concerns to ensure customer satisfaction

USPS. 02/2019 to 02/2020

Mail Handler Assistant

Preparing and dumping mail

Loading containers and moving equipment

Operating vehicles scanned mail and packages

Prepares mail for delivery by mail carriers

Operated sorting and other machinery to sort mail and packages

USPS. 06/2018 to 02/2019

PSE Mail Processing Clerk

Sorting and preparing mail for distribution

Hand-sorting letters and packages scanning them individually

Preparing mail to load into carrier trucks

Loading postal trucks and making sure to pack parcels in delivery route order

Verizon 04/2000 to 11/2017

Consultant Financial Services

●Provided thorough support and problem resolution for customers

●Analyzed accounts to determine whether they were delinquent

●Prepared and sent notifications of payments past due

●Maintained composure and patience when faced with difficult customer situations

●Set, researched and resolved payment claims

●Assisted customers in finding the best way to meet their financial obligations

●Issued paid in full letters on closed accounts

Sales Representative

●Responsible for thorough knowledge of all services and product functions

●Supported customers with online billing and account issues

●Order processing: accurately processed orders and/or payment transactions

●Customer retention: maintained and grew existing customer base and managed churn

●Resolved customer complaints and concerns with strong verbal and negotiation skills

●Contacted existing customers for contract renewals

●Ensured customer satisfaction

Basic Repair / Technical Support

●Worked with customers having data connectivity or set top box issues

●Researched issues on various computer systems and databases to resolve complaints, answer inquiries and outline solutions

●Informed customers about their resolution progress

●Referred difficult issues to upper management while maintaining positive rapport with the customer

Amerix Corporation 10/1998 to 03/2000

Creditor Service Representative

●Handled creditor inbound calls

●Payment posting

●Updating creditor information

●Maintained accounts for creditor and client

Augsburg Lutheran Home

05/1997 to 10/1998

Environmental Services Clerk

●Responsible for all customer service inquiries for vendors, employees, and staff

●Processed vendor invoices for the Director of Maintenance & Environmental Services signature

●Reconciles actual expense results with internal records to validate departmental performance against the budget

●Developed and maintained schedules for employees in Laundry, Housekeeping and Maintenance to ensure adequate coverage

●Reviewed time records of all Environmental Services Staff to insure accuracy of data submitted for payroll processing

Borg-Warner Employment Center

03/1996 to 05/1997

Office Assistant

●Operated a multi-line telephone system for Borg-Warner Employment Center, Wells Fargo Guard Services and Burns Security

●Received and distributed all staff correspondence

●Maintained files of all weekly and monthly vendor reports as well as all quarterly payroll reports for Burns Security

●In charge of completing and returning all Human Resource reference checks of past and present employees

●Responsible for distribution of payroll for employees and staff

P.W.P Printing & Copying Center, Inc

11/1990 to 12/1995

Administrative Assistant

●Responsible for the posting and billing of all invoices as well as the follow-up on past due accounts

●Maintained all files current and past

●Handled all customer service inquiries

●Reviewed all time records for payroll

●Recorded all orders for printing jobs and business cards

REFERENCES FURNISHED UPON REQUEST

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