Tricia Nicely
Monticello
Summary
Dynamic customer service representative with proven success at Senture Connect, excelling in high-volume call management and enhancing customer satisfaction through active listening and empathy. Skilled in CRM software and adept at complaint handling, I consistently delivered prompt service, fostering repeat business and maintaining a professional demeanor in fast-paced environments. I have always had good attendance and good quality never had any displinary actions against me. Easy learner.
Overview
13
13
years of professional experience
Work History
CSR
Senture Connect
London, KY
06.2012 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Education
General Studies
Southside High School
Muncie, IN06.1994
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Professional telephone demeanor
- Microsoft outlook
- Documentation
- Call management
- Call center operations
Work history
I've been with Senture for 13 years. I have done multiple contracts. Census contract 2010, Loan Consolidation contract cannot remember what year that contract was. COD/School Relations 2012 to 2022 was agent and Tier 2. Maximus Next Gen 2022 to 2025.
Timeline
CSR
Senture Connect
06.2012 - Current
General Studies
Southside High School