Nicole Wakefield

Professional Expertise

Ability to listen to internal and external customers and communicate extremely complex and technical information clearly and concisely. Work collaboratively with team members to achieve common goals, while maintaining responsibilities and commitments. Foster professional growth through building relationships. Excellent negotiation skills. Confident, articulate, and professional speaking abilities. Team Leader and team player. Effective telephone, oral and written communication skills. Work Experience

Ford (Percepta), Dearborn, MI 48126 March 2022 - October 2022 Client Care Specialist

Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including: Utilizing available resources to accurately respond to customer inquiries through appropriate channels. Corresponding with customers via mail channel as appropriate. Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action. Provide inbound helpdesk support for member, dealer, and region employees on various issues including: User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads. Website assistance to dealers and field personnel. Determine the appropriate route for escalating complex issues based on the type of expertise required. Document status of all interactions indicating appropriate outcome and follow up requirements. Establish a rapport and build confidence in the company’s brand recognition by proactively promoting the company's products and services. Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers. Utilize all resources, including the call specific applications, to obtain the correct answer for the customer. Document all actions in the appropriate call tracking system. Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes. Communicate customer service problems to Team Leader when necessary.

Rock Connections (Quicken Loans), Detroit, Michigan 48226 October 2019 -December 2021 Executive Client Care Specialist

Responsible for connecting clients to license specialists via Avaya, LOLA, and BFG in effort to get their loan approved. Work with external clients and build relationships to ensure a smooth process. Maintain professional communication with clients and mortgage bankers. Maintain high energy and work calmly and efficiently in a fast-paced environment. Cognizant Technology Solutions (Google Vendor), Farmington Hills, Michigan 48334 April 2017- November 2019 Senior Processing Specialist

Communicating via phone or email with account holders to assist with troubleshooting and product concerns using platforms such as Valkrie and Salesforce. Maintaining accurate product knowledge. Submitting escalations to the appropriate department. Training and auditing issues with newly introduced products and services. Assisting with high call volume. Education

WCCCD- Associates of Applied Science * Everest Institute MAA- Diploma of Completion * National Institute of Technology- Diploma of Completion Pharmacy Technician- Diploma of Completion * ITT Computer Network Support-Certification of Completion * Ross Medical- Certified Nursing Assistant- Diploma * Focus Hope- Mechanical Engineering * Harris Education- High School Diploma Skills

Logic and problem solving skills * Calmness under pressure and maintain records in timely and accurate mode * Good decision-making, communication, and IT skills * Knowledge of basic programming concepts * Ability to encourage and motivate people with responsible attitude * Minor software development knowledge and experience* Interest in guiding and working with customers * Sound practical judgment of priorities * Familiar with Microsoft Office Suite: MS Word 2010, MS 9131 Kercheval St. APT. 102

Detroit, Michigan 48214

advemr@r.postjobfree.com

313-***-****

PowerPoint 2010, MS Excel 2010, MS Access 2010

9131 Kercheval St. APT. 102

Detroit, Michigan 48214

advemr@r.postjobfree.com

313-***-****