Open to opportunities

Nicole S

@nicoles2

Message

Customer service professional with 20+ years delivering empathetic remote support and technical troubleshooting.

Canada

Message

What I'm looking for

I’m looking for a role where I can deliver empathetic customer support, handle complex issues, and use strong communication to troubleshoot and de-escalate when needed—while contributing to a team that values professionalism and customer satisfaction.

I’m an empathetic, dedicated Customer Service Representative with 20+ years of experience delivering exceptional service in remote and in-office settings. I’m known for clear communication, problem-solving, and staying professional under pressure.

I provide phone and chat support, troubleshoot software/service issues, and use CRM & ticketing systems and tools like Slack, Teams, Zoom, and Connect to manage client interactions. I deliver scheduling & booking support, maintain detailed case notes, and handle sensitive accounts with strict data confidentiality and accuracy.

Beyond customer service, I’ve worked as a Support Specialist / Advocate, leveraging conflict resolution, active listening, and ethical boundaries while managing detailed documentation and navigating complex care plans. I bring a calm, de-escalating approach to high-stress situations, supported by certifications including CPR/First Aid and Non-Violent Crisis Intervention.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Service Rep

Current

ServiceTitan

Jan 2026 - Present (5 months)

Provided remote phone and chat customer support, troubleshooting software/service issues and maintaining detailed case notes in a CRM. Coordinated client communications using Slack, Teams, and Zoom while delivering empathetic, professional assistance.

Remote Support Chat Support Technical Troubleshooting Slack Microsoft Teams Zoom De escalation

Support Specialist / Advocate

Healthcare & Community Support Services

Jan 2015 - Jan 2025 (10 years)

Provided support and advocacy using conflict resolution and active listening for individuals with diverse needs. Managed detailed case documentation, upheld safety standards, and navigated complex care plans with strong professional ethics and boundaries.

Advocacy Conflict Resolution Active Listening Case Documentation Safety & Standards Ethics Boundary Management De escalation Confidentiality

Customer Service Representative

Teleperformance

Jan 2020 - Jan 2022 (2 years)

Supported multiple sensitive, high-profile accounts using booking, technical, and digital chat support. Maintained strict data confidentiality while handling high-stress, high-volume customer interactions with a calm, empathetic approach.

Technical Troubleshooting Booking Support Chat Support Confidentiality Sensitive Account Support Empathetic

Customer Service Representative

HGS Canada

Jan 2015 - Jan 2019 (4 years)

Assisted customers with technical internet issues, billing inquiries, and scheduling technicians/service upgrades. Delivered clear, structured communication and maintained strong performance during peak call times.

Technical Troubleshooting Scheduling Technicians Customer Service Time Management Performance Focused Support Customer Excellence

Customer Service Representative

Telelink

Jan 2025 - Present (1 year 5 months)

Handled high-volume inbound customer calls and complex scheduling requests with accuracy and care. Resolved issues through active problem-solving and completed timely follow-ups to ensure customer satisfaction.

Inbound Calls Scheduling Problem Solving Customer Satisfaction Active Listening Time Management De escalation