15+ Years Customer Service/Remote work

Nicol Allen

Forney, TX 559-***-**** *************@*****.***

REMOTE CUSTOMER SERVICE CALL CENTER CUSTOMER

EXPERIENCE

PROFESSIONAL SUMMARY

Customer-focused professional with 15+ years of experience in customer

service, call center operations, sales, transaction processing, account

support, and fast-paced environments. Experienced handling high-volume

calls, resolving customer concerns, processing payments and account

changes, explaining products and services, and meeting performance and

quality metrics. Brings strong communication, empathy, problem-solving,

attention to detail, and independent remote-work skills.

CORE SKILLS

Customer Service & Customer Experience * Inbound/Outbound Calls «+

Call Center Operations * Account & Payment Processing « Problem

Resolution * De-escalation & Conflict Resolution * Sales & Upselling «

Quality Assurance * Data Entry & Documentation * Microsoft Office /

Digital Tools * Multitasking & Time Management * Remote Collaboration

PROFESSIONAL EXPERIENCE

Customer Sales Representative iQor Remote July 2024 -— May 2026

* Handled inbound customer calls, identified needs, and provided accurate solutions

in accordance with company policies.

* Processed payments, account changes, upgrades, and other customer transactions

with accuracy and attention to detail.

* Educated customers about products and services while recommending protection

plans and technical support solutions.

* Collaborated with management and team members to stay current on products,

procedures, and service expectations.

+ Worked toward call-center performance, productivity, quality, and accuracy metrics

in a fast-paced environment.

* Supported project-based work involving benefits enrollment, Medicare, over-the-

counter services, and quality assurance.

Correctional Officer II Juvenile Justice Campus Fresno, CA January

2014 — December 2022

* Communicated with youth, staff, and outside agencies while maintaining

professionalism in high-stress situations.

+ Prepared and maintained accurate records, reports, correspondence, and

confidential documentation.

+ Performed detailed data entry and reviewed information from court documents and

interdepartmental correspondence.

+ Provided informal guidance and support while using active listening, patience, and

conflict-resolution skills.

* Trained staff on work procedures and methods and worked independently while

coordinating with multidisciplinary teams.

Shift Leader Blockbuster Video Fresno, CA January 2010 — December

2013

+ Led daily store operations, schedules, team meetings, and employee assignments.

+ Handled customer transactions, phone calls, inventory, receiving, cash handling,

and data entry.

+ Resolved customer concerns and supported a positive customer experience in a

high-volume retail environment.

EDUCATION

Master of Social Work (MSW) Walden University May 2026 — Present

Bachelor of Science, Criminology California State University, Fresno 2011

ADDITIONAL QUALIFICATIONS

Valid Driver’s License * Strong computer and digital-tool skills +

Experienced with confidential records * Remote-work experience

Contact this candidate