Nicole Smith

Schaumburg, IL ***** aduy7f@r.postjobfree.com

630-***-****

I am a friendly, hardworking, and dedicated person who has an ambition to succeed in any given environment. Although I have extensive experience in the Customer Service industry, I love to learn, and am always up for a challenge whatever the situation. I get along well with others, while also working efficiently on my own. I am seeking a position where I can develop and excel while giving my best to my employer.

Skills

Customer Service

Handle Escalated Callers

Multi-task

Word/Excel Proficient

Troubleshooting

Training

Sales / Upselling

QuickBooks

Time Management Skills

Detail Oriented

Quick Learner

Works Well Under Pressure

Inside Sales

Order Entry

Account Management

Work Experience

Inside Sales/Customer Service Manager

KKT Chillers - Wood Dale, IL May 2020 to August 2022

Answer telephones, communicate effectively with taking orders, providing quotes and process orders for parts of chillers. Upsell parts. Troubleshoot customers issues and resolve. Set up RGAs and Warranty claims.

Responsible for all operations of my department as well as coaching new and existing associates to deliver a strong customer experience.

Hire and develop a team of effective Sales Associates. Make staffing adjustments as needed. Responsible for the overall productivity results in sales of chillers and parts. Meet or exceed all sales goals.

Customer Service

Nthrive, INC - Westmont, IL May 2016 to May 2020

Answer telephones, provide callers with any information needed, take messages, or transfer calls to appropriate departments. Perform various administrative functions for assigned accounts, such as recording address changes and open disputes if needed for patients. Take claim information for patients and added new insurance information to patient’s accounts. Negotiate credit extensions when necessary.

Answer customer questions regarding problems with their accounts. Set up payment arrangements according to hospital guidelines. Process payments.

Customer Service

I-Car, INC - Hoffman Estates, IL February 2013 to May 2016

Collaborate with field operations regarding new business opportunities via committees. Generate new and repeat sales by providing product knowledge and offering technical support via the Training Manager tool. Determine customer requirements and expectations in order to recommend products and solutions. Accurately process customer transactions such as class registrations. Provide accurate information regarding products and services. Proactively recommend training needed to customers to increase sales. Manage time effectively and work efficiently to meet goals.

Keeps record of customer interactions, transactions and details of inquiries, complaints, comments as well as action taken.

Customer Service Representative

FansEdge - Northbrook, IL September 2009 to June 2013

Answered 50-150 incoming calls and 20-50 emails daily regarding complaints, order status, canceling of orders, returns/exchanges, damaged and defective items and dealing with any other customer service issues. Assisted customers with placing orders for sports items and memorabilia. Handled email reports on Excel.

Chicago Bulls and Zubaz Online Stores which advises of any email complaints and product inquiries due every 2 weeks. Worked as Floor Supervisor for four Christmas seasons. Handled escalations, went over errors with the Customer Service Representatives, walked the floor assisting Representatives with their questions, wrote up observations on the Representatives and gave them direction if they were off task. Assisted with customer tickets and OBO and OPO reports, UPS prepaid labels and UPS exceptions, and ran daily productivity reports for all the seasonal employees. Mentored new employees in their new job position and ran Q and A sessions.

Education

GENERAL

CRYSTAL LAKE CENTRAL HS