Nicole Furukawa: Customer Support Representative in Carlsbad, CA

• Promptly handle 70+ inbound calls daily, with duties of carefully responding to customer inquiries by building excellent rapport, displaying confidence, identifying their needs, and taking strategic action on time • Improve overall company customer satisfaction rate by reviewing and analyzing previous calls to make proper future adjustments • Troubleshoot and resolve customer issues on the initial call by being proactive, patient, empathic, and understanding

• Surpassed quarterly sales goals by exceeding the recommended daily key performance metrics, including 40+ outbound calls and 50+ account updates to maximize patient conversions Utilized Salesforce platform for pipeline management, productivity tracking, facilitating patient documentation, entering product reorders, and troubleshooting health insurance coverage Corresponded with patients, healthcare providers, Dexcom field sales representatives, and third-party distributor representatives to provide continual order updates and execute sales transactions Advanced to the top 20th percentile in individual sales performance rankings (an increase of 46%) within the first four months of employment through the ability to formulate an accelerated sales process

• Supervised, trained, and scheduled a team of 35 employees to provide exceptional customer service and promptly satisfy orders in-house, online, or via UberEats, DoorDash, and Postmates Controlled inventory levels by reordering the accurate amount of food and paper supply through specialty distribution channels Promoted from shift leader to manager within 10-months of employment and supervised the expansion of 2 new restaurant locations

• Published daily content for 10+ local businesses to build traction, increase customer engagement, and generate additional interaction Collaborated cross-functionally to utilize unique structures and understand relevant strategies to produce effective marketing content Promoted photos, videos, stories, email messages, articles, and letters for each local business by scheduling and uploading visuals with descriptions on Instagram, Facebook, Youtube, and Mailchimp