NICKLAUS MITCHELL
MORA
Summary
Personable customer service professional offering over 5 years of experience resolving account and service concerns for customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
10
10
years of professional experience
Work History
Member Experience Representative
Blaze Credit Union
02.2024 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Improved client retention rates by building strong relationships and offering personalized solutions to their needs.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Assistant Branch Manager - Trainee
Spire Credit Union
08.2023 - 02.2024
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
Area Manager
Amazon
08.2022 - 08.2023
- Resolved conflicts promptly to promote positive environment for customers.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Cross-trained existing employees to maximize team agility and performance.
- Managed a team of 50+ employees in multiple different paths
Contact Center Representative
Spire Credit Union
05.2020 - 07.2022
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Overcame objections using friendly, persuasive strategies.
- Set up appointments with interested customers according to schedule availability.
- Educated customers on company systems, form completion, and access to services.
Member Service Officer
Spire Credit Union
04.2019 - 05.2020
- Maintained customer records by updating account information.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Team Lead
Mills Fleet Farm
10.2014 - 04.2019
- Kept work areas clean, organized and safe to promote efficiency and team safety.
- Assigned daily employee tasks and monitored activity and completion.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Education
Bachelor of Science - Business Administration
Bemidji State University
Bemidji, MN12.2021
Associate of Science - Business
Anoka-Ramsey Community College
Cambridge, MN12.2019
High School Diploma -
Blue Sky Charter School
St. Paul06.2016
Skills
- Conflict resolution
- Complex Problem-Solving
- Active Listening
- Process improvements
- Team leadership
- Staff Development
Timeline
Member Experience Representative
Blaze Credit Union
02.2024 - Current
Assistant Branch Manager - Trainee
Spire Credit Union
08.2023 - 02.2024
Area Manager
Amazon
08.2022 - 08.2023
Contact Center Representative
Spire Credit Union
05.2020 - 07.2022
Member Service Officer
Spire Credit Union
04.2019 - 05.2020
Team Lead
Mills Fleet Farm
10.2014 - 04.2019
Bachelor of Science - Business Administration
Bemidji State University
Associate of Science - Business
Anoka-Ramsey Community College
High School Diploma -
Blue Sky Charter School
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