Nicole Uranta
Birmingham
Summary
A dedicated professional with expertise in leadership proficiency, digital database management, and client relationship management. Demonstrates excellent verbal and written communication skills, including exemplary telephone and email etiquette. Possesses exceptional active listening skills to comprehend client needs and make informed judgments. A committed team player who excels as a strong individual worker. Aspires to leverage these competencies to drive organisational success and enhance client satisfaction.
Overview
6
6
years of professional experience
Work history
Assistant Manager
DMLC Entertainment LTD
10.2024 - Current
- Created a positive work environment, resulting in higher employee morale.
- Assisted in recruitment process to build an effective workforce.
- Handled stock control duties diligently preventing overstocking or shortages.
- Monitored sales performance regularly adjusting strategies as required.
- Provided coaching and training sessions for team members to improve communication and customer handling Skills.
- Liaised with intemal departments to resolve customer queries efficiently and improve cross-functional processes.
- Prepared and presented monthly performance reports to senior management, highlighting key service metrics.
Customer service representative
Capita
11.2023 - 10.2024
- Process Appeals: Handle appeals from customers who have received fines or penalties related to transportation violations, such as fare evasion or parking offenses.
- Reviewed Documentation: Reviewed documentation submitted by customers in support of their appeals, including evidence, statements, and relevant information.
- Assess Cases: Evaluate each appeal case thoroughly, considering all relevant factors and applicable policies or regulations.
- Ensured Confidentiality: Maintained confidentiality and discretion when handling sensitive information related to appeal cases and customer personal data.
- Maintained Records: Kept detailed records of appeal cases, including documentation submitted, correspondence exchanged.
Customer Service Manager
Cera Care
04.2022 - 10.2023
- Provided telephone-based support to a high volume of customers, resolving queries promptly and professionally.
- Responsible for overseeing teams of customer service representative.
- Training and onboarding new employees.
- Establishing policies and procedures.
- Data entry and research as required to troubleshoot customer problems.
- Raised company reputation with high-quality customer care.
- Responded to all requests and inquiries from clients.
- Ensured business objectives met through strategic planning.
Customer Service Representative
Express Shopper LTD
01.2021 - 05.2021
- Responsible for providing outstanding customer service by leading and motivating the team and increasing customer satisfaction.
- Managed and supervised quality control of inventory to be delivered.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Maintained all orders using excel and google docs.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Improved customer satisfaction by effectively handling complaints and inquiries.
Customer Service Analyst/HR Manager
Lennys House Consult
12.2019 - 01.2021
- Proofread HR documents including audits, marketing information, and handbooks.
- Sort incoming resumes and logs them into appropriate tracking spreadsheets.
- Maintain a satisfied level of customer service with clients both external and internal.
- Properly handle client requests through responsiveness, follow-up, and escalation.
- Work proactively with other team members.
- Prioritize activities for the best interest of the team when working on joint projects.
- Manage and Accurately Report Time and Expenses.
Education
Bachelor of Arts - Accounting
Nnamdi Azikwe University
Nigeria /2015 - /2019
Master of Science - International Marketing Management
Coventry University
CoventrySkills
- Leadership proficiency
- Digital Database Management
- Client Relationship Management
- Excellent verbal and written communication skills (exemplary telephone and email etiquette)
- Exceptional active listening skills that allow me to comprehend my client's needs and make good judgments
- Microsoft Office Applications (Word, PowerPoint, SharePoint, and MS Project)
- Dedicated team player and a strong individual worker
Timeline
Assistant Manager
DMLC Entertainment LTD
10.2024 - Current
Customer service representative
Capita
11.2023 - 10.2024
Customer Service Manager
Cera Care
04.2022 - 10.2023
Customer Service Representative
Express Shopper LTD
01.2021 - 05.2021
Customer Service Analyst/HR Manager
Lennys House Consult
12.2019 - 01.2021
Bachelor of Arts - Accounting
Nnamdi Azikwe University
/2015 - /2019
Master of Science - International Marketing Management
Coventry University
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