Customer Service Call Center
Resume:
Nicole L. Scipio
Cleveland, Ohio 44110
**************@*****.***
Education
Cleveland State University Cleveland, Ohio
Bachelor of Arts, Education May, 2010
G.P.A. in Major: 3.50/4.0
Experience
Eula’s Smokes and Stuff May 2021-Present
Duties including: Store management, training and development of new employees, scheduling, banking, state and local compliance, inventory management and customer service duties.
Liberty Tax Service November 2013-2021
Duties included: IRS compliance, training new tax preparers, customer service responsibilities, staff update training, handling sensitive information, troubleshooting, conflict resolution, research and policy development, banking, performance management and customer retention.
Progressive Insurance October 1996 – November 2013
Duties included: Handling calls in a high- volume call center; handling confidential information; answering questions and handling escalated phone calls; training and developing phone representatives, assisting with performance plans and performance management when warranted; coaching and providing feedback; assisting reps in meeting their monthly goals.
H&R Block August 2004 – May 2007
Duties included: Office manager; satisfying continuing education courses; completing tax returns; in person and telephonic customer service; training employees; handling performance management issues; meeting and exceeding site goals; assisting in banking and accounting procedures; handling sensitive situations and correspondence with the IRS when necessary.
Special Interests, Activities and Awards
United Way of America, Spotlight Volunteer 2010
Whitney M. Young, Jr. Award for Volunteerism 2011
Greater Cleveland Council of Boy Scouts of America March 2007 - 2015
Girl Scouts of America - Northeast Ohio Region Volunteer August 2007 – 2015
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