NICOLE TROUPE
Richton Park
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
CGS Administrators LLC
Nashville
12.2022 - Current
- Answered incoming calls in a timely manner and provided accurate information on products and services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Delivered exceptional customer service, enhancing overall customer satisfaction.
- Resolved customer issues with knowledgeable and friendly service, driving high levels of satisfaction.
- Developed positive relationships with customers through friendly interactions.
- Asked probing questions to identify service needs and input information accurately into electronic systems.
- Adhered to company policies and procedures while assisting customers with their needs.
- Participated in weekly team meetings to discuss progress towards goals set by management team.
Customer Service Associate
Am_Rail Construction, Inc.
Kannapolis
06.2022 - 09.2022
- Provided prompt, friendly, and knowledgeable service for routine inquiries and service complaints to enhance customer satisfaction.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Facilitated customer payments and established payment plans to restore account status and improve financial compliance.
- Ensured customer privacy and safeguarded company operations by maintaining confidentiality of sensitive information.
Front Desk Receptionist
McNeilly Center For Children
Nashville
09.2012 - 05.2014
- Greeted visitors to provide information and direct to appropriate personnel.
- Managed multi-line phone system, routing calls to appropriate extensions or taking messages for efficient communication.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Processed payments and issued accurate receipts, bills, and change to ensure customer satisfaction.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Preserved office security by following safety procedures and controlling access via reception desk.
- Maintained front office cleanliness and organized supplies to support daily operations.
- Maintained office equipment, scheduling service to repair issues.
- Signed for packages, recorded deliveries and distributed to personnel.
- Assisted staff and executives with special projects.
Customer Service Representative
Cigna Healthcare
Bourbonnais
04.2002 - 09.2010
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Fielded customer complaints and queries, facilitating swift problem resolution.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conducted probing questions to identify service needs and ensured accurate information input into electronic systems.
- Escalated customer concerns and issues to supervisors for prompt resolution.
- Uphold quality control policies and procedures to increase customer satisfaction.
Education
High School Diploma -
Richard T. Crane H.S.
Chicago05-1990
Some College - No Degree
Tennessee State University
Nashville, TNSkills
- Customer Support
- Inbound and Outbound Calling
- Data Entry
- Call logs
- POS systems
- MS Office Proficiency
- Efficient and Detail-Oriented
- Calm under pressure
- Communication skills
- Empathetic Customer Interaction
Timeline
Customer Service Representative
CGS Administrators LLC
12.2022 - Current
Customer Service Associate
Am_Rail Construction, Inc.
06.2022 - 09.2022
Front Desk Receptionist
McNeilly Center For Children
09.2012 - 05.2014
Customer Service Representative
Cigna Healthcare
04.2002 - 09.2010
High School Diploma -
Richard T. Crane H.S.
Some College - No Degree
Tennessee State University