Nicole Burg
Georgetown
Summary
Dedicated customer service professional with a commitment to ensuring customer satisfaction through exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to effectively address customer needs. Knowledgeable in service delivery with proven multitasking abilities, dedicated to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Customer Service Representative
Laya Healthcare
09.2023 - 10.2024
- Delivered exceptional customer service by resolving inquiries and complaints promptly, resulting in consistently high satisfaction ratings.
- Managed high volumes of calls and emails while meeting or exceeding performance metrics for response time, resolution, and customer satisfaction.
- Demonstrated deep product and insurance plan knowledge to guide customers and troubleshoot technical issues, including billing and website navigation.
- Resolved complex issues by identifying root causes, escalating when needed, and ensuring timely follow-up, improving first-contact resolution rates.
- Built rapport through active listening, empathy, and personalized communication, including post-resolution follow-ups to ensure continued satisfaction.
- Collaborated with cross-functional teams (e.g., product, billing, technical support) to escalate issues and contribute customer insights for improvements.
- Created and implemented process improvements, including email templates and FAQs, reducing handling time and increasing team efficiency.
- Mentored and trained new hires by sharing best practices and co-developing onboarding materials, improving new employee ramp-up speed.
- Maintained accurate records in CRM systems, supporting data analysis and trend identification for service enhancements.
Business Services Representative
Capita Customer Solutions
11.2021 - 04.2023
- Delivered high-quality customer service via phone, email, and web forms, consistently meeting or exceeding SLA and KPI targets.
- Managed a high volume of inquiries, maintaining an average response time of 8 minutes while ensuring professional and timely resolutions.
- Used CRM systems to document interactions accurately, ensuring compliance with process standards and GDPR regulations.
- Resolved customer queries and billing discrepancies in collaboration with internal teams, contributing to high satisfaction and retention rates.
- Built strong relationships with customers and internal teams through empathetic, open, and effective communication.
- Provided onboarding knowledge training to new hires, helping establish consistent service quality across the team.
- Uphold a positive brand image and ensured strong first impressions through professional, detail-oriented service delivery.
Catering Assistant
Absolute Event Catering
03.2012 - 08.2019
- Served customers in a friendly and efficient manner
- Prepared and cooked orders according to customer preference
- Kept all areas clean
- Prepared several food items before opening for business
- Assisted in the preparation and presentation of food, ensuring high-quality standards were maintained.
Sales Assistant
Tony's Pizzeria
09.2016 - 05.2017
- Assisted and advised customers making food orders in person, on phone and online
- Prepared food orders according to customer requirements
- Prepared delivery orders making sure food order and customer address was accurate
- Ensured customer satisfaction at all times
- Managed daily stock liaised with suppliers and ordered supplies as needed
- Handled cash, received payments by cash, credit and debit cards
- Maintained hygiene in all areas to a high standard at all times
- Supervised cashiers and register transactions
- Provided outstanding customer service
Cabin Services Agent
Ryanair
03.2015 - 06.2016
- Assisted with safe and efficient passenger boarding, ensuring smooth transitions and adherence to safety protocols.
- Supervised rear galley operations and maintained cleanliness and hygiene standards in galley and lavatory areas.
- Prepared and served food and beverages, taking customer orders and handling payments using the V-POS system and cash.
- Supported sales efforts by upselling onboard products and consistently meeting or exceeding daily sales targets.
- Collaborated with team members to deliver exceptional customer service and maintain a high standard of onboard experience.
- Reported to Base Supervisors during daily debriefings to relay service updates and operational feedback.
- Managed passenger luggage during boarding and disembarkation, ensuring careful handling and compliance with safety procedures.
Finance Manager & CFR
Order of Malta
01.2013 - 01.2016
- Assisting with the preparation of annual accounts / taxes
- Acting Cardiac First Responder at national events
Education
Advanced/Higher Certificate - Advanced Mobile and Computing Technologies
O'Fiaich CFE
Dundalk, County Louth 09.2020 - 06.2021
Advanced/Higher Certificate - IT, Multimedia and Games
O'Fiaich CFE
Dundalk, County Louth 09.2018 - 06.2019
Leaving cert - undefined
St. Paul's Secondary School
01.2007 - 01.2013
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Complaint resolution
Call center experience
Computer proficiency
Certification
Microsoft Office Specialist, 01/01/17, Present, LMETB Training Centre
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Customer Service Representative
Laya Healthcare
09.2023 - 10.2024
Business Services Representative
Capita Customer Solutions
11.2021 - 04.2023
Advanced/Higher Certificate - Advanced Mobile and Computing Technologies
O'Fiaich CFE
09.2020 - 06.2021
Advanced/Higher Certificate - IT, Multimedia and Games
O'Fiaich CFE
09.2018 - 06.2019
Sales Assistant
Tony's Pizzeria
09.2016 - 05.2017
Cabin Services Agent
Ryanair
03.2015 - 06.2016
Finance Manager & CFR
Order of Malta
01.2013 - 01.2016
Catering Assistant
Absolute Event Catering
03.2012 - 08.2019
Leaving cert - undefined
St. Paul's Secondary School
01.2007 - 01.2013
Similar Profiles
MD RASHIDUNNABIMD RASHIDUNNABI
Data Analyst at Laya HealthcareData Analyst at Laya Healthcare
Samantha AherneSamantha Aherne
Claims Audit Analyst/Administrator at Laya healthcareClaims Audit Analyst/Administrator at Laya healthcare
Eric WhiteEric White
RPA Developer at Laya HealthcareRPA Developer at Laya Healthcare
Shunova NortheShunova Northe
Senior Clerk at Guyana Revenue AuthoritySenior Clerk at Guyana Revenue Authority
Sidney HarrisSidney Harris
Cook at Luzader's 3 Girl's DinerCook at Luzader's 3 Girl's Diner