Tier 2 Customer Service and Support Specialist
Resume:
NICOLE SEMAR
CUSTOMER EXPERIENCE SPECIALIST, TIER 2
CONTACT
************@*****.***
www.linkedin.com/in/nicole-semar
PROFILE
Provide quality customer service experiences. Ability to determine, troubleshoot, and resolve issues regarding the customer experience to ensure retention.
SKILLS
CRITICAL THINKING, PROBLEM-SOLVING
MULTITASKING, TIME MANAGEMENT
TROUBLESHOOTING
ESCALATIONS, CUSTOMER RESOLUTIONS
EMPATHETIC
DETERMINED
WORD, EXCEL, PPT, & OUTLOOK MASTERY
SALESFORCE, CITRIX PLATFORMS
CUSTOMER EDUCATION
INTERDISCIPLINARY COMMUNICATION
REFERENCES
Wenona Miller, CNA 337-***-****
Naomi Robinson, LPN 337-***-****
Johnna Stutes 337-***-****
EXPERIENCE
Working Solutions
2018 - present
Resource Expert- Tier 2, Product and Tax Support Specialist (TurboTax)
·SALESFORCE & CITRIX UTILIZATION, CUSTOMER SERVICE & SUPPORT, TECH ASSIST: BILLING, TAX ENTRIES, TECH AND WEBSITE, PROGRAM TROUBLESHOOTING, ESCALATION CALLS
·AGENT ASSIST: ENSURES EFFICIENCY AND EXCELLENT CUSTOMER SERVICE, ANALYZE PROGRAM METRICS AND AGENT PERFORMANCE, AGENT ASSIST CHATS
·TEAM COLLABORATION WHILE INDEPENDENTLY ACHIEVING ABOVE-AVERAGE METRICS AND GOALS
·INCREASED PRODUCTIVITY 7% DURING PEAK BY MULTITASKING: ANSWERING AND RESOLVING CUSTOMER AND AGENT CALLS
·MULTIPROGRAM AND MULTITOOL NAVIGATION (PHONE, CHAT, AGENT CHAT)
LabCorp
02/2017 – present
Screener, Venipuncture, Flu Events
·ADHERE TO HIPAA REGULATIONS, PATIENT CONFIDENTIALITY
·BIOMETRIC SCREENINGS (B/P, PULSE, HEIGHT, WEIGHT, BMI) AND EDUCATION
·ADMINISTER FLU SHOTS AND PT EDUCATION
·VENIPUNCTURE EVENTS FOR EMPLOYEE SCREENING
Beeline
11/2020 – 07/2021
Jewelry Merchandiser
·ESTABLISH RAPPORT WITH STORE MANAGEMENT, STAFF
·PROVIDE AESTHETIC DISPLAY OF PRODUCT
·RESTOCK, D/C, RESET DISPLAYS AS NEEDED
·MAINTAIN CLEAN, ORGANIZED STORAGE AREA IN-STORE
·WORK INDEPENDENTLY TO MEET DEADLINES FOR CAMPAIGNS
·
HUB Enterprises, Inc.
04/2020 - 08/2020
Contact Tracer (temp)
·PROVIDE AN EMPATHETIC APPROACH TO BREAKING THE CHAIN OF A CONTAGIOUS VIRUS
·MULTITASKING AMONG PROGRAMS
·PROVIDE SUPPORT TO OUTBOUND CALLERS WITH POSITIVE RESULTS
·MAINTAIN STRICT HIPAA GUIDELINES
·INVESTIGATIVE MINDSET TO DISCOVER/ESTABLISH A COMPLETE CONTACT LIST
Premium Retail Services,
2017 -2021 (Driveline 3/18-10/18, SASR 3/17- present)
Retail Merchandiser
·ESTABLISH RAPPORT WITH STORE MANAGEMENT, STAFF
·AUDITING, INVENTORY, STOCK, CUT-INS
·SECTION AND STORE RESETS – GROCERY, BEAUTY, GENERAL MERCH, CLOTHING, HOUSEHOLD, TECH/ELECTRONICS.
·POG IMPLEMENTATION, SOME REVISIONS TO ENSURE OPTIMAL PRODUCT PLACEMENTS AND DISPLAY UPKEEP
Amazon, VCS
2019
Virtual Customer Service, Prime Wardrobe
·MULTIPROGRAM NAVIGATION
· TROUBLESHOOTING, RESOLUTION, AND EDUCATION WITH CUSTOMERS
·ABILITY TO PROVIDE AN EMPATHETIC APPROACH TO SOLVING ISSUES WHILE MAINTAINING COMPANY POLICY
·COMPLIANCE AND ADHERENCE TO RIGID CUSTOMER SECURITY VERIFICATIONS
Nurse
2005 – 2019
Multiple specialties; transitioned due to life changes and need/desire to be at home
Contact this candidate