Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nichele Smallwood

Bear

Summary

Customer Service Professional with 30+ years of experience in telecommunications, financial services, and utilities. Expert in billing support, account management, fraud inquiries, service activation/termination, and complex problem resolution. Consistently meets call center metrics including Average Handle Time (AHT), quality assurance standards, and customer satisfaction scores while maintaining a friendly, patient, and professional customer experience.

Overview

30
30
years of professional experience

Work History

Customer Service Representative

Artesian Water Utility
01.2026 - Current
  • Assist customers with starting, stopping, and transferring water utility services.
  • Handle billing inquiries, payments, and account updates.
  • Respond to emergency water leak reports and escalate urgent service issues.
  • Send and respond to customer service emails while maintaining accurate account notes.
  • Meet required performance metrics including Average Handle Time (AHT) and queue management.

Credit Card Customer Service Specialist

Capital One / Discover
01.2025 - Current
  • Assist customers with credit card transactions including payments, balance inquiries, and credit line questions.
  • Update personal account information and ensure account security verification.
  • Handle fraud inquiries, disputed transactions, account closures, and account credits.
  • Maintain perfect quality assurance call scores and high promoter ratings from card members.
  • Provide friendly, patient, and solution-focused support during sensitive financial interactions.

Customer Service Agent

Verizon
01.1996 - 01.2025
  • Handled high-volume inbound calls assisting customers with billing questions, service setup, and service termination.
  • Resolved complex account issues through strong problem-solving and product knowledge.
  • Consistently met or exceeded sales goals through service upgrades and product recommendations.
  • Maintained strong call center metrics including Average Handle Time (AHT) and minimal After Call Work (ACW).
  • Successfully de-escalated challenging customer concerns while maintaining customer satisfaction.

Education

High School Diploma -

Aquinas High School
The Bronx, NY
06-1988

Skills

  • Customer Service Excellence
  • Billing & Account Management
  • Fraud & Credit Card Support
  • Problem Resolution
  • Call Center Metrics (AHT / ACW)
  • Customer De-escalation
  • Payment Processing
  • Account Setup & Service Transfers
  • Quality Assurance Compliance
  • Professional Communication

Timeline

Customer Service Representative

Artesian Water Utility
01.2026 - Current

Credit Card Customer Service Specialist

Capital One / Discover
01.2025 - Current

Customer Service Agent

Verizon
01.1996 - 01.2025

High School Diploma -

Aquinas High School
Nichele Smallwood