Customer Support & Account Specialist

NICOLE LOCKETT

Highlands, TX • 346-***-**** • **************@*******.*** LinkedIn: linkedin.com/in/nicole-lockett-1a0b3637a

PROFESSIONAL SUMMARY

Customer Service & Account Support Specialist with 15+ years of experience resolving complex inquiries, supporting business accounts, and delivering calm, solutionfocused service in highpressure environments. Skilled in CRM systems, remote troubleshooting, emergency coordination, and maintaining customer trust. Known for accuracy, empathy, and strong communication.

CORE SKILLS

Customer Support • Account Management • Technical Troubleshooting • Retention Support Salesforce • Zendesk • HubSpot CRM • Google Maps • Microsoft Office • Ticketing Systems Deescalation • Multitasking • Documentation • Problem Resolution

PROFESSIONAL EXPERIENCE

OptimumCX LLC — Account Specialist, Retention

Jan 2018 – Dec 2025 Stateline, NV

Managed business and consumer accounts for a nationwide tech company, providing financial assistance and retention support.

Utilized Salesforce CRM to resolve inquiries, troubleshoot technical issues, and process financial adjustments.

Guided clients through remote software and hardware solutions to maintain business continuity.

Delivered accurate, timely resolutions while upholding service quality and customer satisfaction.

ROI Solutions LLC — Customer Service Representative

Jan 2009 – Dec 2017 American Fork, UT

Assisted customers experiencing roadside emergencies, maintaining calm communication during highstress situations.

Used Google Maps and locationtracking tools to pinpoint customer locations and dispatch towing, fuel delivery, jumpstarts, and lockout services.

Coordinated timely emergency assistance by gathering essential details and communicating with service providers.

Documented interactions accurately while meeting performance and responsetime metrics.

EDUCATION

Bachelor of Business Administration, Saint Louis University 2005–2009

TECHNICAL PROFICIENCIES

Salesforce • Zendesk • HubSpot CRM • Google Maps • Microsoft Office • Google Workspace POS Systems • Internal Ticketing Systems

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