Career Customer Service Representative adept in a call center setting. Over with more than 15 years of experience building customer relationships as a tenured, outward-facing representative of Verizon.

1. LEON (NICK) NOURI
Relocating back to Southern California in 2019 | (949) 533-4973 | nick22nouri@gmail.com
SENIOR CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER RECOVERY – CALL CENTER EXPERTISE (PHONE, EMAIL, ONLINE CHAT) – BASIC SPANISH & CONVERSATIONAL FARSI
Career Customer Service Representative adept in a call center setting. Over 15 years of experience building customer relationships as a tenured, outward-
facing representative of Verizon. Bring a natural instinct to adapt to the needs of each customer, and quickly get to the heart of each call. Work well within
a collaborative, teamwork-oriented environment and considered the go-to employee for customer conflict resolution / problem solving.
CORE COMPETENCIES AND WORK ETHIC
Scheduling & Appointment Setting Inbound Calls / Outbound Calls High Quality Customer Service Office Equipment
Verbal & Written Communication Skills Working Independently Data Entry Customer Care
Punctuality & Attendance Documentation & Reporting Escalation Resolution Customer Retention
Follow Through Interpersonal Skills Process Improvements Strong Work Ethic
Client Relationship Management (CRM) Quality Control Research & Billing Customer Experience
Proficient in Microsoft Office Suite (MS Word, MS Excel, MS Outlook), Computer Skills / Computing & Keyboarding, Data Entry & Retrieval, Office
Equipment (Printer, Copier, Scanner, Fax)
VERIZON: CUSTOMER SERVICE ADVOCATE IN CHANDLER, AZ 1998 – PRESENT
Progressive experience throughout Verizon’s customer service organization including Sr. Customer Service Representative, Sr. Representative Area of
Operations Center, Technical Support Coordinator, Customer Service Coordinator, and Lead Customer Service Coordinator over an 18-year employment
history. Originally hired by AirTouch, and retained by Verizon during the merger. Survived multiple downsizings as a valued employee. Personal strengths
include adaptability, attention to detail, decision making, initiative, and multi-tasking within high-volume, fast-paced work environments. Consistently ranked
in the top 3 performers on a team of 12.
 Customer Satisfaction: Demonstrated team leadership and successfully contributed to an 18% overall increase in the team’s customer satisfaction
scores by personally delivering ratings from 96% to 97.5%.
 Sales & Negotiation Skills: Frequently ranked as #1 in monthly sales (on a team of 12 employees) and regularly in the top 10 within the Chandler, AZ
national call center. Top 3 in securing add-on insurance and upgrades with exceptional ability to establish and maintain effective working relationships.
 Value-Added Revenue: Consistently produce revenue month over month, even in a non-revenue-producing role. Attained #5 in the US and #3 in the
region for total accessory sales – bringing in a minimum of $6.5K/month in sales or more than $80K/year.
 High Call Volume: Successfully resolve > 40 calls/day on the 1st call with minimal callbacks at > 15% within 3 days.
 Work Ethic: Top 5% in unplanned absences and top 5% in adhering to work schedules. Demonstrated reliability.
 Customer Service Surveys: Typically submit double the number of surveys required, contributing to the team’s #1 ranking in July, 2016 out of 850 teams,
nationwide.
 Resolved Escalations: Took escalations for more than one year and minimized the cost per call by resolving each customer’s problem at the lowest
possible level. Recognized for exceptional communication skills and problem solving – recently benchmarking at 0.0% of calls requiring added escalation
and maintaining the lowest rate of escalations on the team.
 Customer Churn: Rank extremely low in customer disconnections (with less than 3% per month) by leveraging strong listening skills and broad experience
within a customer service environment.
 Training: Frequently selected by management and the training team to mentor new hires and provide OJT. As a Lead Customer Service Coordinator,
trained more than 110 new hires and drilled in best practices while giving helpful and productive feedback.
 Major Account Management: Pulled off the front lines to service high-value, national corporate accounts including Boeing, Wells Fargo, etc. based on
proven accuracy and precision data entry. Each account had 10K+ lines and frequently took orders for up to 2K handsets at a time with  errors.
EDUCATION
Bachelor of Arts (BA) in the Social Sciences, University of California, Irvine