Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nicole Smith

Orillia

Summary

Accomplished professional with a proven track record at Nordia Inc., excelling in customer service and technical support. Leveraged expertise in CRM software and problem-solving abilities to enhance customer satisfaction and exceed sales quotas. Recognized for adaptability and exceptional communication skills, consistently achieving high user satisfaction and productivity levels.

Overview

12
12
years of professional experience

Work History

Order Help Desk Representative

Nordia Inc.
10.2022 - Current
  • Assisted agents and customers in placing orders for new mobility services.
  • Resolved issues with applications, or used stitching to place orders in legacy tools on agents' behalf.
  • Achieved high levels of user satisfaction through consistent follow-up on outstanding tickets until resolution.
  • Provided excellent customer service, empathizing with user concerns and resolving issues in a timely manner.

Personal Service Representative

Nordia Inc.
05.2019 - 10.2022
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Provided support during high-stress situations, helping clients remain calm while finding effective solutions to their problems.
  • Managed a diverse range of client profiles, ensuring each received personalized attention and care.
  • Took initiative in acquiring knowledge about new products/services being introduced within the company.

Technical Support Representative

Nordia Inc.
11.2018 - 05.2019
  • Resolved complex technical problems through effective troubleshooting techniques.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Technical Support Representative

Transcom Worldwide
01.2015 - 01.2018
  • Reduced call handling time, implementing efficient diagnostic protocols.
  • Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
  • Achieved recognition for outstanding problem-solving skills in complex technical environments.
  • Managed high levels of call flow and responded to technical support needs.

Business Sales Representative

Hinduja Global Solutions
12.2012 - 01.2015
  • Utilized CRM tools effectively for tracking leads, managing contacts, and maintaining up-to-date records of all communications.
  • Optimized sales strategies by staying informed on the latest industry developments and adjusting approach accordingly.
  • Exceeded monthly sales quotas consistently through effective pipeline management and focused closing strategies.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Education

High School Diploma -

East View Secondary School
Barrie, ON
12.2012

Skills

  • Customer education
  • Customer service
  • Microsoft windows and office
  • Multitasking
  • Active listening
  • Friendly and patient
  • CRM software
  • Adaptability and flexibility

Languages

English
Native or Bilingual

Timeline

Order Help Desk Representative

Nordia Inc.
10.2022 - Current

Personal Service Representative

Nordia Inc.
05.2019 - 10.2022

Technical Support Representative

Nordia Inc.
11.2018 - 05.2019

Technical Support Representative

Transcom Worldwide
01.2015 - 01.2018

Business Sales Representative

Hinduja Global Solutions
12.2012 - 01.2015

High School Diploma -

East View Secondary School

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Nicole Smith