Customer Service Leader with 10+ Years of Experience

NICOLE MACKENZIE

Milford, MA • 774-***-**** • ************@*****.***

Professional Summary

Customer-focused and results-driven professional with over 10 years of experience in customer service, sales, and account management across diverse industries. Known for delivering exceptional client support, improving retention, and building strong customer relationships. Skilled in CRM tools, problem resolution, and team collaboration, with a proven ability to thrive in fast-paced environments. Core Competencies

Customer Service & Support CRM Systems: Salesforce, Splendid, NetSuite Microsoft Office (Word, Excel, Teams, Outlook) Call Center Platforms: 8x8, Icewarp, PACE Conflict Resolution & Communication Strategic Decision-Making

Professional Experience

Benecare / MassHealth Dental Program – Constituent Services Representative Worcester, MA Hybrid Jan 2025 – Present

- Process dental claims and respond to eligibility, claim, and benefit inquiries.

- Maintain in-depth knowledge of various plan designs and client-specific guidelines.

- Achieve high productivity and quality standards in handling inbound communications. Wilson Language Training – Customer Support (Contract) Oxford, MA Remote Jul 2024 – Oct 2024

- Handled inbound inquiries, processed orders, and ensured customer satisfaction.

- Minimized churn through effective engagement and follow-ups.

- Contributed to improved adoption and renewals by resolving product concerns efficiently. KO Sushi Bar & Grill – Server & Manager

Hopkinton, MA Aug 2015 – Oct 2024

- Delivered excellent service in a fast-paced dining environment.

- Managed team performance and customer experience, ensuring high satisfaction. Fidelity Investments – Workplace Planning Associate Smithfield, RI Hybrid Sep 2023 – Apr 2024

- Guided over 500 clients in retirement planning via phone support.

- Increased customer satisfaction and revenue through tailored service delivery.

- Recognized for top CSAT scores and subject matter expertise. Connected2Fiber – Market Development Specialist

Milford, MA Apr 2017 – Nov 2017

- Drove awareness of SaaS-enabled marketplace platform within telecom industry.

- Qualified leads, conducted product demos, and supported onboarding.

- Played a key role in early-stage revenue growth for the startup. Citizens Bank – Universal Banker

Framingham, MA Oct 2013 – Apr 2017

- Delivered comprehensive financial support, including loans and credit services.

- Exceeded individual and team sales goals.

- Maintained operational efficiency and audit readiness of the branch. Education: Milford High School – Milford, MA High School Diploma

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