Industry:TelecommunicationEmployment Period:July 2018 to January 2025 (78 Months)Duties and Responsibilities:
- Conduct customer negotiations to achieve mutually beneficial agreements for both the business and the customer.
- Maintain customer memberships by leveraging sales tools and techniques effectively.
- Handle complaints with the aim of enhancing customer satisfaction and retaining customers.
- Identify consumer needs and explained how ongoing membership would meet those needs.
- She has consistently demonstrated her expertise in customer retention and relationship management, particularly in her current role as an Outbound Loyalty Representative.
- She has shown a talent for negotiating customer agreements, addressing concerns, and leveraging sales techniques to maintain memberships.
- Her prior experience as a Subject Matter Expert and Escalation Desk Support reinforced her leadership skills, where she guided new agents and handled complex escalations, ensuring high customer satisfaction.
- Her background as a Customer Service Representative across multiple companies further strengthens her foundation in delivering exceptional phone-based support, conflict resolution, and upselling services.
- She has also diversified her skill set through virtual assistant roles, managing social media accounts, handling administrative tasks, and providing email support, showcasing adaptability and a multi-channel customer service capability.
- She is able to start immediately.
Predictive Index Behavioral Profile - SpecialistStrongest Behaviors
- Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
- Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
- Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome. Impatient with routines.
- Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
- Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
- Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
Behavioral SummaryNicolle Anne is a very conscientious person, particularly attentive to, careful of, and accurate with the details involved in the job. Identifies problems, and enjoys solving them, particularly within own area of expertise.
Reserved, serious, and always concerned with the exact correctness of the work. Self-discipline, sense of duty, and respect for authority and tradition are strong qualities in Nicolle Anne, who takes responsibilities very seriously.