Data Ed

Nicole M. Holmes

adwbmq@r.postjobfree.com 510-***-****

Professional Summary

Premium Support Agent with 6+ years experience assisting Clients with complex technical issues while maintaining high standards and achieving company goals. By utilizing my proven multi-tasking, critical thinking and problem solving abilities combined with Leadership qualities, I am aiming to leverage my work experience to enter the role of Premium Support Supervisor

Experience

Premium Support Agent

Provide support to Clients via email and phone.

Assist with Customer escalations.

Work directly with CSM's and AM's by attending meetings to conduct trainings for newly implemented Clients. Schedule Client meetings as requested for visual support. Identify system issues, take ownership and provide updates as needed until resolved. Submit tickets to appropriate departments as necessary. Train new hires.

Assist other departments (chat & phones) as needed. Customer Service Advocate III

Provide top tier Customer Service and Support to Clients via email, chat and phone when requested. Identify Customer needs, problem solve and troubleshoot issues to provide resolutions in a timely manner. Educate Customers about the sync integration for various Accounting Softwares. Transfer tickets to appropriate departments.

Customer Care Representative II

Support Customer with disconnect, downgrade and move order requests. Assist upper Management with CARE Escalations.

Create SUPP tickets for Technical related issues and take ownership until assigned. Proactively contact Customers and upsell equipment to avoid cancellation of services. Work as a liaison with our Sales team.

Projects

Volunteering with Melanated Harmony

From December 2020 - March 2021 I worked as a volunteer at Melanated Harmony making toiletry bags for the homeless. We passed them out in our local communities. Skills

Problem Solving • Ability to Delegate • Attention to Detail • Leadership • Adaptability

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Bill.com, San Jose, CA, July 2019 - Present

Bill.com, San Jose, CA, October 2015 - July 2019 MegaPath, Pleasanton, CA, March 2014 - October 2015 CLICK TO EDIT

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