Nichele Smallwood
Bear
Summary
Dynamic Customer Service Representative with Verizon Enterprise, skilled in active listening and critical thinking. Successfully resolved customer disputes, enhancing loyalty and retention. Proficient in call center operations and payment processing, consistently delivering exceptional service and fostering strong relationships, resulting in increased customer satisfaction. Consistently exceeding sales targets and key performance metrics. Recognized for delivering exceptional customer satisfaction and maintaining a comprehensive understanding of diverse service offerings.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Verizon Enterprise
05.1996 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Aquinas High School
The Bronx, NYSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Relationship building
- Computer proficiency
- Payment processing
- Call center operations
- Scheduling
- Order processing
- Sales expertise
Timeline
Customer Service Representative
Verizon Enterprise
05.1996 - Current
Aquinas High School
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