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ND@nicolsdurand
Dedicated Customer Support Specialist with over 3 years of experience.
SpainAs a Customer Support Specialist with over three years of experience, I have honed my skills in delivering exceptional service in fast-paced environments. My journey has taken me through various roles, including working with Santander and American Express, where I developed a proven track record in resolving complex customer inquiries and enhancing customer satisfaction.
I pride myself on my ability to foster positive relationships through effective communication and problem-solving skills. My proficiency in utilizing CRM software and support ticket systems has allowed me to manage customer interactions efficiently, contributing to high customer satisfaction rates. I am fluent in English, Spanish, and French, which enables me to cater to a diverse customer base and address inquiries with a friendly and informative approach.
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Work history, roles, and key accomplishments
Parclick
Oct 2024 - May 2025 (7 months)
Managed high volumes of inbound customer emails, providing timely and effective solutions to inquiries, contributing to a high customer satisfaction rate. Addressed customer concerns related to parking reservations, payments, and account issues, ensuring a seamless and positive experience for all users.
American Express
Jul 2023 - Jul 2024 (1 year)
Worked as a Customer Success Specialist through Conduent for American Express, increasing customer satisfaction by offering friendly, helpful, and informative customer service. Recorded details from customer communications on CRM and dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
PokerStars
Feb 2022 - May 2023 (1 year 3 months)
Delivered high-quality support to a diverse customer base, addressing inquiries via email and live chat. Resolved complex technical issues by leveraging product knowledge and troubleshooting skills.
Orange
Oct 2020 - Jan 2021 (3 months)
Conducted inbound sales calls from potential and existing customers, successfully achieving monthly sales targets. Participated in regular training sessions to stay updated on product knowledge and sales techniques.
Degrees, certifications, and relevant coursework
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