Nicholas Kelley
Monroe
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Coast Professional
03.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Part Pro Sales Manager
Auto Zone Auto Parts
08.2019 - Current
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Improved sales forecasting accuracy, utilizing data analytics to predict market trends and adjust sales strategies accordingly.
Operations Specialist III
JP Morgan Chase
02.2001 - 03.2022
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Collected, arranged, and input information into database system.
- Promoted a culture of accountability within the department by setting clear expectations for performance and holding team members responsible for achieving results.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Implemented necessary changes in response to shifting business needs, maintaining a proactive approach to problemsolving.
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Enhanced team productivity with effective communication strategies and regular performance reviews.
- Enhanced data accuracy and accessibility by implementing new database management system.
- Conducted detailed market analysis to identify potential areas for expansion and revenue growth.
Parts Pro Sales Manager
Advanced Auto Parts
01.2018 - 06.2019
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
Operator Technician
Sunbelt Plastic Extrusions
01.1997 - 02.2001
- Assisted in achieving production goals by consistently meeting deadlines and maintaining high-quality output.
- Enhanced safety standards by strictly adhering to company guidelines and conducting thorough equipment inspections.
- Collaborated with team members to troubleshoot issues, ensuring minimal downtime and maintaining productivity.
- Increased overall equipment effectiveness by identifying areas for improvement and implementing corrective actions.
- Operated various types of machinery proficiently, adapting quickly to new technologies as they were introduced in the workplace.
- Streamlined workflows by effectively organizing tasks and prioritizing responsibilities based on urgency.
- Ensured consistent product quality with thorough visual inspections and adherence to established standards before packaging for shipment.
- Supported new hires in learning the job, providing guidance on proper operation techniques and safety precautions.
- Participated in cross-functional teams focused on process improvements, contributing valuable insights from an operator''s perspective.
Education
No Degree - Criminal Justice
Northeast Louisiana University
Monroe, LA05.1998
No Degree - Criminal Justice
Grambling State University
Grambling, LA05.1997
High School Diploma -
Ouachita Highschool
Monroe, LA05.1993
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Technical support
- Quality control
- Dispute resolution
- Quality assurance controls
- Safety Expert
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Timeline
Customer Service Representative
Coast Professional
03.2023 - Current
Part Pro Sales Manager
Auto Zone Auto Parts
08.2019 - Current
Parts Pro Sales Manager
Advanced Auto Parts
01.2018 - 06.2019
Operations Specialist III
JP Morgan Chase
02.2001 - 03.2022
Operator Technician
Sunbelt Plastic Extrusions
01.1997 - 02.2001
No Degree - Criminal Justice
Northeast Louisiana University
No Degree - Criminal Justice
Grambling State University
High School Diploma -
Ouachita Highschool
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