NICHOLAS BANE
Conway
Summary
Experienced in leading customer support teams and driving operational efficiency. Utilizes strong communication and problem-solving skills to enhance team performance and ensure customer satisfaction. Proven track record in conflict resolution and process improvements. Adept at effectively managing challenging situations and implementing strategies that optimize productivity.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
Practice Panther
10.2021 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Technical Support Team Lead
Horry Telephone Cooperative Inc.
12.2014 - 10.2021
- Led team to surpass goals by fostering positive work environment and strong relationships.
- Guided 50+ staff in resolving complex customer issues, improving service quality.
- Created training materials and mentored staff, enhancing technical support capabilities.
- Analyzed data, advised management, boosting productivity and customer satisfaction.
- Led technical support team, fostering a positive environment that empowered staff to surpass goals. Mentored colleagues, resolving complex issues and boosting team performance.
- Developed and implemented comprehensive training materials for all business lines, enhancing technical support staff's expertise and efficiency.
- Coached call centre staff through challenging customer interactions, effectively managing escalated calls and maintaining high service standards.
Education
Bachelor of Science - Business Administration And Management
Coastal Carolina University
Conway, SC08-2013
Skills
- Critical Thinking for Problem-Solving
- Team management
- Training and coaching
- Issue Resolution Management
- Effective Feedback Communication
- CRM Software Proficiency
- IT Help Desk Services
- Salesforce Application Knowledge
- Administering Software Systems
- Policy Implementation
- Customer Retention Strategies
- Instructional Design
Timeline
Customer Support Specialist
Practice Panther
10.2021 - Current
Technical Support Team Lead
Horry Telephone Cooperative Inc.
12.2014 - 10.2021
Bachelor of Science - Business Administration And Management
Coastal Carolina University
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