Customer Service Call Center
Resume:
Nichole Nicholson
Contact Info
Email:
***********@*****.***
Phone:
Address:
Pickens, SC, 29671
Professional Summary
Highly motivated and experienced call center professional with experience providing exceptional service and technical support. Skilled in resolving issues and complaints quickly and efficiently, while providing a positive customer experience. Possesses strong organizational and problem-solving skills, and is able to multi-task and handle a high volume of calls. Dedicated professional with experience in customer-centered call center roles. Proven track record of delivering exceptional service, resolving complaints, and achieving satisfaction goals. Skilled in multitasking and maintaining accurate records of interactions and transactions. Excellent communication and problem-solving skills with a passion for working with service-oriented teams. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Experience
Call Center Agent
CEF, Greenville, SC / Mar 2022 - Current
Taking and making inbound and out bound calls
Documenting all tickets and calls
Setting the dealers up for servicer to go out and asses the units
Reported back to my supervisor weekly
Customer Surveys
Create and or edit at least 35 to 40 tickets day
Very good with time management
Work as a team or independently
Follow set schedule
Work with Outlook, Word and Excel on daily basis
Provided outstanding customer service to customers and internal teammates.
Transferred phone calls to the proper department or individual as necessary.
Provided accurate information about products and services in response to inquiries from customers.
Handled customer concerns tactfully, promptly, and with genuine concern for the customer's problems.
Performed outbound calls as needed to provide proactive customer service or sales support services.
Adapted quickly to changing demands in the call center environment by adjusting workflows to meet new requirements.
Met performance goals and call center metrics in fast-paced performance setting.
Followed established procedures during calls with customers.
Maintained comprehensive knowledge of company products and services, policies, procedures, processes, features, benefits.
Assisted with training new employees on operational procedures for handling calls efficiently.
Monitored daily performance metrics including average handle time, first call resolution rate, abandonment rate.
Good with multitasking
Call Center Agent
Alorica, Mauldin, SC / Apr 2019 - Mar 2022
Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.
Employed active listening skills to accurately assess customer needs and provide appropriate solutions.
Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
Provided outstanding customer service to customers and internal teammates.
Developed effective communication and negotiation techniques to effectively resolve customer issues.
Resolved escalated customer complaints in a calm and diplomatic manner while ensuring that all commitments were met.
Utilized computer systems, databases, and other resources to research customer inquiries and respond appropriately.
Established strong relationships with customers through courteous phone interactions and professional follow-up emails.
Transferred phone calls to the proper department or individual as necessary.
Provided accurate information about products and services in response to inquiries from customers.
Handled customer concerns tactfully, promptly, and with genuine concern for the customer's problems.
Performed outbound calls as needed to provide proactive customer service or sales support services.
Adapted quickly to changing demands in the call center environment by adjusting workflows to meet new requirements.
Demonstrated excellent customer service skills and problem-solving abilities to address customer inquiries and complaints in a timely manner.
Met performance goals and call center metrics in fast-paced performance setting.
Followed established procedures during calls with customers.
Managed and resolved issues with customers during calls by following determined script.
Collaborated closely with colleagues across departments such as technical support teams or sales representatives when necessary.
Maintained comprehensive knowledge of company products and services, policies, procedures, processes, features, benefits.
Assisted with training new employees on operational procedures for handling calls efficiently.
Anticipated customer concerns on calls by providing additional information.
Built trust with customers through personalized conversations.
Enforced compliance regulations pertaining to telephone conversations with customers in accordance with company policies.
Generated detailed reports regarding customer interactions on a weekly basis for management review.
Assisted customers with basic web functions, such as unlocking and resetting passwords.
Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
Exceeded performance metrics related to call time, quality, and customer satisfaction.
Proficiently handled high call volumes while maintaining quality service standards.
Learned company policies, rules and performance requirements to achieve successful calling metrics.
Fulfilled customer requests by clarifying desired information and completing transactions.
Utilized effective communication skills to provide customers with solutions to their inquiries.
Collaborated with team members in order to achieve organizational goals.
Performed outbound calls to follow up on customer inquiries and account statuses.
Adhered strictly to company policies and procedures related to telephone etiquette.
Used database system to record notes and call information.
Maintained accurate records of customer interactions for future reference.
Guided customers in troubleshooting technical issues and addressing customer service inquiries.
Developed strong relationships with clients through friendly conversations.
Made appropriate account corrections to resolve customer problems.
Bakery Associate
Ingles Market, Easley, SC / Oct 2015 - Sep 2017
Inspected products during baking process and preparation, keeping products stored at safe temperatures
Operated and maintained all bakery department equipment
Inspected bakery products to determine compliance with quality standards, weight specifications, and presentation
Greeted customers, responded to questions, and offered product and decorating suggestions
Organized and rotated stock in coolers and freezers
Monitored the dining area and employee work stations to quickly clean up spills and restock supplies
Engaged each guest warmly and with friendly demeanor to build an immediate positive relationship
Resolved customer complaints, striving to have happy customer every time.
Collaborated with team members in order to achieve daily goals set forth by management.
Assisted with packaging products for sale such as breads, pastries and cakes.
Maintained a clean and safe work environment, following all safety protocols and regulations.
Demonstrated ability to provide excellent customer service and respond quickly to customer inquiries.
Adhered to company policies regarding health and safety standards while handling ingredients.
Prepared doughs, batters, icings, fillings, glazes, meringues and other items according to established recipes.
Performed daily cleaning duties including washing dishes, sanitizing surfaces and mopping floors.
Followed all food safety guidelines when preparing food items for sale.
Provided assistance in training new employees on proper baking techniques and procedures.
Worked closely with the head baker to ensure quality control of finished products.
Kept track of product codes on packages to ensure freshness dates were up-to-date.
Maintained accurate records of production logs and temperature readings throughout shift.
Stocked supplies such as flour, sugar, butter, ensuring that the bakery was fully stocked at all times.
Managed inventory levels by restocking shelves as needed.
Proficient in operating cash registers, scales, and other bakery equipment.
Monitored inventory levels of ingredients used in baking processes and reordered when necessary.
Handled orders from customers via phone or in-person with accuracy and efficiency.
Restocked shelves promptly when inventory ran low during peak hours of business.
Sanitized counters and regularly cleaned display shelves and electronics to prevent cross-contamination.
Checked product sell-by dates for freshness, rotating out old products.
Stocked products regularly, keeping display shelves filled with fresh items.
Prepared various baked goods including cakes, cookies, muffins, pies, breads and pastries.
Maintained cleanliness of work areas throughout shift while adhering to safety standards.
Trained new staff members on proper procedures related to baking techniques, customer service skills and store policies.
Created attractive and appetizing displays to draw customer attention.
Received shipment of ingredients and supplies for baking on a regular basis.
Followed recipes accurately to ensure consistency in product quality and taste.
Managed store opening and closing procedures.
Applied icing art on top of cake to write personal message as requested.
Inspected refrigerators, freezers and ovens for full functionality and proper temperatures.
Inspected finished products before packaging them for sale or delivery orders.
Trained new bakery clerks in proper food handling and safety procedures.
Resolved customer complaints professionally by listening attentively and providing solutions promptly.
Assisted bakers in preparing and measuring ingredients according to recipes.
Answered questions regarding store and merchandise.
Placed special orders, submitted online orders, or contacted other stores to find desired items.
Cleaned shelves, counters, and tables.
Inventoried stock and requisitioned new inventory.
Watched for and recognized security risks and thefts.
Custodian
GCA, Clemson, SC / Feb 2012 - Jun 2015
Inspected buildings daily to identify maintenance needs and plan cleaning activities
Arranged furnishings and equipment to prepare for meetings, activities, and events
Cleaned school facilities to maintain sanitary, safe, and attractive environment
Delivered supplies, mail, packages, and larger deliveries to locations across campus
Obtained and safely stored equipment, supplies, and materials for cleaning requirements
Collected and removed trash each day to keep the facility free of debris
Cleaned building floors by sweeping, mopping, scrubbing, or vacuuming
Prepared facilities for special events by bringing out and setting up stored furniture
Serviced, cleaned, or supplied restrooms
Serviced the facility's bathrooms every 2-3 hours to remove the trash, restock supplies and wipe down surfaces.
Cleaned restrooms, lobbies, and other high-traffic spaces to meet sanitary regulations.
Cleaned and maintained all areas of the building, including offices, restrooms, and public spaces with attention to detail.
Swept, mopped, vacuumed, scrubbed, waxed, and polished floors using appropriate equipment.
Washed walls and windows; emptied wastebaskets; replaced liners.
Collected and disposed of garbage and recyclables in designated receptacles.
Organized and stocked cleaning supplies in custodial closets.
Ensured that all equipment was properly stored after use.
Disinfected office equipment, including computers and telephones.
Assisted with event setup and breakdown as needed.
Safely used floor scrubbing machines to clean and wax hard-surface floors.
Set up tables for meetings or events according to instructions.
Calculated supplies needed to keep cleaning and sanitizing equipment stocked.
Kept custodian equipment and machinery in working condition.
Adhered strictly to safety regulations while operating machinery or performing repairs.
Responded promptly to requests from staff for maintenance work or emergency repair services.
Provided guidance to other custodial staff members on how to perform job duties correctly.
Attended training sessions related to safety protocols or new cleaning techniques.
Reported any suspicious activity or security concerns immediately.
Stored toxic supplies properly to adhere to state and federal storage regulations.
Inspected buildings regularly for damage or needed repairs.
Monitored inventory levels of janitorial supplies and placed orders when necessary.
Swept and mopped floors and vacuumed carpets.
Disinfected all areas of the facility using approved chemicals according to safety protocols.
Restocked supplies such as paper towels, toilet paper and soap throughout assigned locations.
Collaborated with staff members to coordinate tasks and ensure that all areas were cleaned on schedule.
Performed regular custodial duties in assigned areas of the building.
Sanitized and cleaned equipment and surfaces with solvents.
Set up, arranged and removed tables and chairs to prepare facilities for events.
Used proper equipment and chemicals to safely treat diverse flooring.
Provided assistance to building visitors.
Followed established guidelines for handling hazardous waste materials properly and safely.
Worked with management to address related maintenance needs.
Education
Southern New Hampshire University
Manchester, NH, US
Bachelor of Science (B.S.) Healthcare Administration
(Expected graduation May 2026)
Current GPA 3.7
Riverdale High School
Fort Myers, FL
High School Diploma
(Jul 2002)
Skills
Typing
Customer service excellence
Process transactions
Inbound call answering
Communication Skills
Customer service
Customer Communication
Call Center Operations
Agent Support
Data Entry
Account Updating
Data Gathering
Problem-Solving Skills
Microsoft Office
Telemarketing Expertise
Team Development
Agent Collaboration
Clerical Support
Performance Monitoring
Answering Questions
Calm and Professional Under Pressure
Understanding Customer Needs
Customer Data Confidentiality
Process Transactions
Documentation
Certifications
President's List Fall 2023 GPA 3.8
References
Megan Urban, Supervisor, CEF Solutions
864-***-**** - *****.*****@***.*******.*** - Previous Supervisor
Cliff Mengel, Self Employed
864-***-**** - Brother In Law (Personal Reference)
Jamie Ray Candler, Haskell Home improvement
864-***-**** (Personal Reference)
Geraldine Perron, Self Employed
941-***-**** (Personal Reference)
Jessica Lovingood, CEF Solutions
*.*********@*******.***.*******.***
864-***-**** - Current Supervisor
Contact this candidate