Nicole Di Marco
North Highlands, CA
Summary
Proven leader in customer service at Army and Air Force Exchange Services, adept in problem-solving and critical thinking, enhanced customer loyalty through effective dispute resolution and team coaching. Skilled in call management and document organization, significantly improved service quality and efficiency. Fluent bilingual communicator, excelling in high-stress situations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Army and Air Force Exchange Services
09.2021 - 01.2022
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Supervisor
Army and Air Force Exchange Services
07.2018 - 08.2021
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Answered phone promptly and directed incoming calls to correct offices.
Customer Experience Sales Floor Associate
Army and Air Force Exchange Services
02.2018 - 07.2018
- Contributed to the achievement of store sales goals through consistent delivery of exceptional customer service.
- Utilized effective time management strategies during peak hours, ensuring prompt attention for each individual shopper.
- Assisted customers with locating desired items, providing knowledgeable guidance on product features and benefits.
- Increased overall store revenue by upselling and cross-selling relevant products to customers.
- Handled returns or exchanges efficiently while adhering strictly to company guidelines and procedures.
- Communication with customers professionally and proactively to provide product information and advice.
- Answered phone promptly and directed incoming calls to correct offices.
Customer Service Cashier
Army and Air Force Exchange Services
11.2017 - 02.2018
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
Filing Clerk
Niccons S.r.l.
11.2015 - 06.2016
- Managed physical records storage, ensuring proper labeling, organization, and safekeeping of essential documents.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Maintained a well-functioning filing system, conducting periodic audits to identify areas for improvement or discrepancies that required resolution.
- Supported team members, providing necessary documents and files for efficient decision-making processes.
- Assisted in the smooth functioning of the office by managing high volumes of paperwork and information.
Education
High School Diploma -
ITC GUIDO PIOVENE
Vicenza, Italy06.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Fluent Bilingualism
- Call Management
- Data Entry
- Caller Assistance
- Work Prioritization
- Call Documentation
- Document and Records Management
- Multi-Line Phone Systems
Languages
Italian
Native or Bilingual
Timeline
Customer Service Representative
Army and Air Force Exchange Services
09.2021 - 01.2022
Customer Service Supervisor
Army and Air Force Exchange Services
07.2018 - 08.2021
Customer Experience Sales Floor Associate
Army and Air Force Exchange Services
02.2018 - 07.2018
Customer Service Cashier
Army and Air Force Exchange Services
11.2017 - 02.2018
Filing Clerk
Niccons S.r.l.
11.2015 - 06.2016
High School Diploma -
ITC GUIDO PIOVENE
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