Customer Service Specialist

Nicole O'Neal

Customer Service Specialist

Euclid, Ohio 44117 • **************@*****.*** • 216-***-**** • https://www.linkedin.com/in/nicoleoneal

Customer Service Specialist committed to elevating customer satisfaction through strategic problem-solving and genuine relationship building. Proven ability to enhance efficiency and resolve inquiries, ensuring exceptional service in fast-paced environments.

PROFESSIONAL EXPERIENCE

Customer Service Representative Progressive Insurance Mayfield Hts, Ohio

Sep 2019–March 2025

Assisted in achieving team performance goals while supporting colleagues during high-demand periods, fostering a collaborative environment.

Managed high volumes of customer calls, ensuring that every interaction was handled with professionalism and courtesy.

Developed a comprehensive understanding of company policies and product offerings, enabling expert support to customers across various issues.

Effectively resolved a range of complex inquiries, employing patience and a thorough understanding of customer needs to find proactive solutions.

Maintained current and detailed product knowledge, ensuring accurate information delivery and enhancing customer trust in service.

Leveraged negotiation skills to mediate customer billing disputes, finding agreeable resolutions that maintained customer loyalty.

Customer Service Representative Specialist K&D Properties Mayfield, OH

May 2017–January 2019

Clarified customer complaints, diagnosing issues and proposing effective solutions leading to increased customer satisfaction rates.

Built and nurtured strong client relationships, instilling brand loyalty through trust and consistent communication.

Enhanced first-call resolution rates by implementing strategic initiatives, leading to significantly improved customer satisfaction scores.

Carefully documented customer interactions and resolutions in CRM software, ensuring accurate record-keeping and follow-up opportunities.

Dedicated to continuous professional development, engaging in training to remain knowledgeable of industry best practices and innovative service techniques.

Customer Care Representative CNAC Euclid, OH

Jun 2010–February 2017

Applied excellent critical thinking skills to resolve complex technical issues for customers, ensuring thorough understanding and resolution of their queries.

Responded promptly to customer questions and payment inquiries, providing reliable and competent service to enhance overall customer experience.

Fostering positive relationships by employing active listening and empathetic communication techniques during customer interactions.

Efficiently navigated various computer systems to retrieve customer information, ensuring timely and accurate service delivery.

Committed to maintaining professionalism and speed, returning all calls or emails by the end of each day, thereby establishing a reputation for reliability.

EDUCATION

Heights High School School Location

May 1994

High School Diploma

SKILLS

Call center experience

Problem-solving

CRM Software

Documentation

Computer Proficiency

Empathy and patience

Customer service

Relationship building

Complaint Handling

Inbound Call Management

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