Proactive Customer Experience Specialist with ERP Expertise

Nicole Bracey

227-***-**** • ********@*****.*** • Waldorf, MD 20601

PROFESSIONAL SUMMARY

Proactive Customer Experience Representative with a strong track record of delivering exceptional service and reliable administrative support. Adept at managing high-volume queues, performing accurate data entry, and handling complex issues with strong problem-solving skills. Excels in email support, backend coordination, and maintaining exceptional attention to detail in fast-paced environments. Assertive and ambitious, consistently driving positive outcomes and elevating customer satisfaction.

SKILLS

Customer Service • Order Fulfillment • Salesforce • HubSpot • Microsoft Office • ERP Systems • Live Chat Support • Procurement • Excel (Basic Proficiency) • Complaint Handling • Returns Processing • Multitasking • Queue Management • Data Entry • Email Support • Problem Solving • Attention to Detail • Backend Communication

EXPERIENCE

CUSTOMER EXPERIENCE REPRESENTATIVE — Remote Dispatch May 2022–Present - Managed network efficiency through high-volume queue management, handling 879 incoming calls and 2,422 Intercom chats in Q4 2022. - Delivered timely email support and live chat assistance, ensuring clear, professional communication. - Coordinated backend communication with drivers to resolve order issues, provide updates, and ensure customer satisfaction. - Performed organized data entry and documented all communications for company-wide clarity. - Applied strong problem-solving skills to address order complications and streamline workflows. SERVICE COORDINATOR — Springfield, VA JTF Business Systems November 2016–August 2020 - Managed service requests using ERP systems with accurate data entry and responsive queue oversight. - Coordinated backend communication with local and national technicians. - Procured parts and materials for service work orders, maintaining strong organizational accuracy and attention to detail. - Assisted accounting with invoicing, purchase order processing, and administrative support tasks. - Provided professional email support to customers and technicians regarding service updates. LEAD DISPATCHER / CUSTOMER SERVICE REPRESENTATIVE — McLean, VA Neopost Mid Atlantic March 2007–November 2016 - Processed service and supply requests for office equipment with consistent attention to detail. - Managed purchase orders and performed accurate data entry for parts and equipment. - Utilized E-Automate ERP software for maintenance contracts and backend record management. - Troubleshot meter and server issues using effective problem-solving techniques.

- Provided high-volume email support and administrative coordination. - Promoted to Lead Dispatcher within three months due to performance and reliability. EDUCATION

Certificate in Prompt Engineering — Candidate Coursera Expected May 2025 Associate's in Database Technology Strayer University January 2007 CERTIFICATIONS

• Introduction to AI (LinkedIn) • Call Center Customer Service – Expert (Indeed Assessments) • Delivering a World-Class Customer Support Experience (Intercom) PROFESSIONAL LINKS

LinkedIn: linkedin.com/in/nicole-bracey-3b391231

REFERENCES

Available upon request.

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