Nicole Cassanova
@nicolecassanova
Customer service expert dedicated to creating positive experiences.
JamaicaWhat I'm looking for
I'm a passionate people person with over four years of experience in customer service, currently serving as a Support Matter Expert at Sagility Health. My role involves providing essential support to technicians, ensuring they have the knowledge and resources needed to excel in their tasks. I thrive on solving problems quickly and effectively, always aiming to leave a lasting impression on every customer I interact with.
Throughout my career, I've developed a strong ability to monitor and report on key performance indicators, enhancing service levels and customer satisfaction. My experience at Sutherland Global allowed me to refine my skills in handling customer inquiries, processing orders, and resolving complaints while maintaining a positive and professional attitude. I take pride in my ability to manage multiple tasks efficiently, consistently keeping my average handle time under 11 minutes for three chats at a time.
Experience
Work history, roles, and key accomplishments
Support Matter Expert
Sagility Health
Jul 2021 - Present (3 years 11 months)
As a Support Matter Expert, I provide support to technicians on processes and procedures for a U.S. based medical insurance company. I monitor key performance indicators and assist with complex troubleshooting to enhance service levels, ensuring a positive customer experience.
Customer Service Associate
Sutherland Global
Jan 2016 - Sep 2017 (1 year 8 months)
In my role as a Customer Service Associate, I provided exceptional customer service via calls and emails, assisting with inquiries, product information, and resolving complaints while maintaining a professional attitude.
Customer Service Representative
IBEX Global
Jan 2016 - Aug 2016 (7 months)
As a Customer Service Representative, I handled customer complaints and provided solutions via email and ticket support, assisting with billing inquiries and technical issues while managing a high volume of tickets daily.
Education
Degrees, certifications, and relevant coursework
Donald Quarrie High
High School Diploma, Customer Service
2017 - 2021
Completed high school education with a focus on customer service, developing skills in communication and problem-solving.
Sutherland Global
Customer Service Associate, Customer Service
2016 - 2016
Provided exceptional customer service to customers via calls and email, assisting with inquiries and resolving complaints.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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