Nicole Pacheco
Hyannis
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Dispatcher
Harris-Warren Commercial Kitchens
09.2023 - Current
- Serve as the primary point of contact for customer service inquiries, ensuring prompt and professional responses via phone and email
- Schedule and coordinate service appointments, optimizing technician routes for efficiency and customer satisfaction
- Communicate directly with technicians to manage daily schedules, last-minute changes, and job prioritization
- Maintain detailed records of service requests, technician assignments, and customer interactions to improve workflow and operational efficiency
- Assist in troubleshooting customer concerns and providing accurate information regarding service offerings
Customer Service Representative
Cape Cod Five
01.2019 - 08.2023
- Delivered high-quality customer support by handling inbound calls and online chats, assisting clients with personal and business banking inquiries
- Provided expert guidance on account management, transactions, online banking platforms, and troubleshooting technical issues
- Ensured regulatory compliance by verifying customer information and adhering to financial institution policies
- Resolved customer concerns efficiently, leveraging problem-solving skills to enhance customer satisfaction and retention
- Collaborated with internal teams to escalate complex issues and ensure timely resolution of customer inquiries
Reservations Supervisor
Cape Air/Nantucket Airlines
07.2014 - 12.2018
- Supervised and led a large call center for a busy, airline
- Responsible for new hire training
- Assisted in developing long term relationships with corporate and repeat customers
- Liaison between reservations department and high level management
- Provided support to all reservation ticket offices in domestic United States
Customer Support Agent
Cape Air/Nantucket Airlines
01.2013 - 07.2014
- Assisted Customers on the phone, in person or through email
- Supported the call center by rectifying complaints
- Responsible for managing trade agreements and in-house charge accounts
Administrative Assistant
Cape Air/Nantucket Airlines
09.2012 - 12.2012
- Worked closely with the Vice President of Corporate Culture
- Organized town meetings for high level management
- Responsible for general office and administrative duties
Call Center Agent
Cape Air/Nantucket Airlines
06.2011 - 09.2012
- Responsible for making reservations for customers
- Provided support to customers’ needs and inquiries
- Obtained valuable experience in regard to customer service etiquette
Education
Associated Degree - Business Administration
Cape Cod Community College
01.2022
Diploma - General Studies
Barnstable High School
01.2012
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Dispatch software
- Problem-solving
- Customer relations
Timeline
Dispatcher
Harris-Warren Commercial Kitchens
09.2023 - Current
Customer Service Representative
Cape Cod Five
01.2019 - 08.2023
Reservations Supervisor
Cape Air/Nantucket Airlines
07.2014 - 12.2018
Customer Support Agent
Cape Air/Nantucket Airlines
01.2013 - 07.2014
Administrative Assistant
Cape Air/Nantucket Airlines
09.2012 - 12.2012
Call Center Agent
Cape Air/Nantucket Airlines
06.2011 - 09.2012
Diploma - General Studies
Barnstable High School
Associated Degree - Business Administration
Cape Cod Community College
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