Nicole Wright
Newcastle
Summary
Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction. Focused on improving operational efficiency and boosting team performance by leveraging strong organizational and decision-making skills. Resolved numerous escalated cases successfully, resulting in improved customer retention rates. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers. Resourceful Escalation Specialist recognized for high productivity and efficient task completion. Specialized skills include conflict resolution, customer relationship management, and process improvement. Excel in communication, adaptability, and problem-solving to effectively manage escalations and ensure customer satisfaction.
Overview
16
16
years of professional experience
Work History
CONTACT CENTER AGENT I
WSFS Bank
Newark, DE
07.2025 - Current
- Resolved customer inquiries with accuracy and efficiency, enhancing overall satisfaction.
- Provided support for account management, ensuring compliance with bank policies.
- Assisted team in implementing new software tools to streamline call handling processes.
- Trained new agents on best practices and product knowledge to improve service quality.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Assisted customers by answering questions and responding to inquiries.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered over 50 calls per shift to meet fast-paced call center demands.
Escalation Specialist
Delaware Department of Unemployment
NEWARK , DE
09.2021 - 12.2024
- Updated system with order specifics and customer details, preferences, and billing information.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Logged unsellable products requiring donation or destruction due to damage or other issues.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Utilized various software programs such as Salesforce, to track escalations and document resolutions.
- Provided technical support to customers with escalated issues.
- Documented detailed reports of all escalations and resolutions.
- Monitored ongoing escalations for resolution progress.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions, for leg hall inquiries.
Tele-appointer
Waterlogic USA
Newark , DE
06.2017 - 07.2019
- Updated and maintained databases with current information.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Conducted testing of software and systems to ensure quality and reliability.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
Customer Solutions Representative
Capital One
Wlimington , DE
01.2017 - 04.2017
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided top quality control and eliminated downtime to maximize revenue.
- Provided account information and answered customer inquiries in a timely manner.
- Conducted research into customer questions or problems using available resources.
- Checked customers' identification, when necessary, in compliance with anti-money laundering regulations.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Explained banking procedures and regulations to customers accurately.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Strengthened customer retention by offering discount options.
- Processed wire transfers in accordance with established policies and procedures.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Online Customer Service Representative
PROM GIRL KELLY SERVICES
MIDDLETOWN , DE
02.2016 - 04.2016
- Promoted available products and services to customers during service, account management and order calls.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strategies to improve customer service experience.
- Updated system with order specifics and customer details, preferences, and billing information.
- Escalated complex queries or complaints to senior staff members for resolution.
- Answered customer inquiries via phone, email and live chat.
- Resolved payment issues efficiently to improve customer satisfaction and loyalty.
- Provided technical assistance to customers with product setup and usage.
- Monitored incoming calls to ensure quality standards were met.
- Performed follow-up tasks after each call or online conversation with customers.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Adhered to company policies and procedures for handling sensitive data.
- Provided top quality control and eliminated downtime to maximize revenue.
- Sourced and managed customer retention database and online appointment booking system.
Vacation Coordinator
Travel Advantage Network
GLEN BURNIE , MD
07.2010 - 04.2014
- Provided customers with brochures and publications containing local customs, points of interest or foreign country regulations.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Organized group travel arrangements, coordinating logistics for seamless travel experiences.
- Explained benefits of purchasing travel insurance with clients.
- Provided customer service and technical support to customers seeking assistance with online travel reservations.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
High School Diploma -
KENT COUNTY HIGH SCHOOL
Worton, MD05-1992
Skills
- Assertiveness
- Complaint handling
- De-escalation techniques
- Collections management
- Goal setting and achievement
- Reporting and documentation
- Excellent communication
- Training & Development
- Organizational skills
- Microsoft office
- Recordkeeping
- Public speaking
- Team management
- Critical thinking
- Communication
- Time management
- Calm under pressure
- Data entry
- Problem-solving
- Problem resolution
- Good Telephone Etiquette
- Scheduling
- Complaint resolution
- Active listening
- Adaptive team player
- Punctuality and reliability
- Answering questions
- Gathering information
- Follow-up skills
- Documentation and reporting
- Schedule adherence
- Typing speed
- Remote work capabilities
- Dispute resolution
- Live chat support
- Escalation management
- Script adherence
- Email management
- Call handling
- Customer service
- Call center customer service
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Communicating with clients
- Product knowledge
- Customer service optimization
- Technical troubleshooting
- Appointment scheduling
- Customer relationship management
- Training experience
- Payment processing
- Call control
- Calm disposition
- Performance monitoring
- Logging call information
- Building rapport
- Inbound phone call management
- Sales expertise
- Data gathering
- Technical support
- Prospecting skills
- Database research
- Account updating
- System documentation
- Credit adjustments
- Call control skills
- Call logging
- Call documentation skills
Accomplishments
WAS ABLE TO HAVE LUNCH WITH GOVENOR CARNEY AND OTHER STATE REPRESENTIVIES FOR A LUNCHEON IN 2023
HELPING CONSTITUENTS GET THERE UNEMPLOYMENT ISSUES RESOLVED VIA PHONE AND EMAIL.
Timeline
CONTACT CENTER AGENT I
WSFS Bank
07.2025 - Current
Escalation Specialist
Delaware Department of Unemployment
09.2021 - 12.2024
Tele-appointer
Waterlogic USA
06.2017 - 07.2019
Customer Solutions Representative
Capital One
01.2017 - 04.2017
Online Customer Service Representative
PROM GIRL KELLY SERVICES
02.2016 - 04.2016
Vacation Coordinator
Travel Advantage Network
07.2010 - 04.2014
High School Diploma -
KENT COUNTY HIGH SCHOOL
References
References available upon request.
Education and Training
other