Nick Smith
Bedford,NS
Summary
Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail-oriented. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
16
16
years of professional experience
Work History
Customer Care
Purple Cow Internet
09.2022 - Current
- Provided excellent customer care, consistently receiving positive feedback from clients and management alike.
- Followed up on outstanding cases proactively, demonstrating commitment towards excellent customer care practices.
- Served as a reliable resource for junior staff members, offering guidance on best practices, policies, and procedures within the Customer Care department.
- Supported fellow Customer Care Analysts by sharing best practices, offering guidance during challenging situations, or stepping in when additional help was needed on calls or cases.
Online Chat Representative
Staples
09.2014 - 11.2021
- Resolved issues based on thorough investigations of concerns
- Helped improve processes and products by relaying customer feedback
- Identified causes of product malfunctions and credited affected customers
- Sold products to customers during routine service calls using strong cross-selling abilities
- Referred unresolved customer grievances to designated departments for further investigation
- Updated records with all interactions and customers transactions
Website Customer Service Representative
Quill
06.2012 - 09.2014
- Followed up with customers to offer additional support and check resolution satisfaction
- Delivered fast and friendly service regarding questions and service complaints
- Managed customer calls efficiently in a fast-paced call center environment
- Compiled customer feedback to recommend improvements to management
- Documented, researched, and resolved customer service issues
Telephone Customer Service Representative
Quill
11.2010 - 06.2012
- Demonstrated quality and service standards consistently when responding to requests
- Employed empathetic approach to maximize opportunity, build rapport with customers, and actively listen to needs
- Instilled calm in customers by managing escalations and transfers with utmost professionalism
- Managed high volume of claims calls and verified eligibility for requested and optimal solutions to diverse problems
- Assisted customers with troubleshooting and resolving various technical issues related to [Type]s
- Implemented new procedures quickly to stay on top of customer requirements and deliver exceptional service
- Uncovered customers' needs utilizing prescribed customer interaction models and scripts
- Handled basic account update procedures and common requests to maintain current system information
Technical Support Representative
Convergys
05.2009 - 10.2010
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
- Maintained detailed records of daily interactions with customers, including contacts, fulfillment actions, and processing of support agreements
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Diagnosed and resolved technical hardware and software issues
- Protected confidential customer information with consistent use of established security protocols
- Met performance targets by guiding calls with excellent communication skills and decisive approach
- Monitored deployed networks and escalated major issues impacting multiple users
Education
High School Diploma -
Sackville High School
Lower Sackville, NS06.2000
Skills
- Inbound call management
- Account updates
- Product sales
- Complaint resolution
- Written communication
- Multitasking
- Customer care standards
Languages
English
Native or Bilingual
Timeline
Customer Care
Purple Cow Internet
09.2022 - Current
Online Chat Representative
Staples
09.2014 - 11.2021
Website Customer Service Representative
Quill
06.2012 - 09.2014
Telephone Customer Service Representative
Quill
11.2010 - 06.2012
Technical Support Representative
Convergys
05.2009 - 10.2010
High School Diploma -
Sackville High School
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