Christy Nicholas
VIP Services Rep
Vernon's Estate
Summary
Highly adaptable and quick-learning VIP Service Representative with four years of proven success in delivering exceptional customer service. Possessing strong teamwork and multitasking abilities, I am adept at efficiently resolving issues and exceeding expectations in fast-paced environments.
Overview
3
3
years of professional experience
4036
4036
years of post-secondary education
Work History
VIP Services Representative
Customer Service 365
02.2025 - Current
- Handle VIP customer queries and address concerns via chat and email
- Respond to Trust Pilot Customer Reviews
- Negotiate with customers wanting to close their accounts to retain business.
Retention Agent
Customer Service 365
08.2024 - 02.2025
Digital Quality Control Agent
Customer Service 365
03.2023 - 08.2024
- Conduct testing of casino games and interface to ensure they meet quality and regulatory standards, including functionality and reliability.
- Test for user experience consistency and accessibility across sites using mobile and desktop to enhance player satisfaction.
- Identify, document and report bugs, glitches, and performance issues.
- Work closely with PSD to provide feedback and resolve issues.
Retention Agent
Customer Service 365
07.2022 - 03.2023
- Handle tier 3 & 4 customer queries and address concerns via phone, chat and email.
- Negotiate with customers wanting to close their accounts to retain business.
- Address customer feedback via Trust Pilot, and complete necessary action to turn negative feedback into positive.
Customer Service Representative
Customer Service 365
11.2021 - 07.2022
- Answered customer queries and address concerns resulting in reduction in customer complaints.
- Documented customer correspondence in OPCRM to track requests, problems, and solutions.
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
Education
Associate's Degree - Marketing
Antigua State College
Golden Grove High School Diploma -
Antigua Girls' High School
Skills
- Multi-tasking
- Team Work
- Customer Service
- VIP handling
- Problem-solving
- Adaptability
- Communication
Accomplishments
- Top Student of the Associates Degree in Marketing Programme, Antigua State College, 2018
Timeline
VIP Services Representative
Customer Service 365
02.2025 - Current
Retention Agent
Customer Service 365
08.2024 - 02.2025
Digital Quality Control Agent
Customer Service 365
03.2023 - 08.2024
Retention Agent
Customer Service 365
07.2022 - 03.2023
Customer Service Representative
Customer Service 365
11.2021 - 07.2022
Associate's Degree - Marketing
Antigua State College
High School Diploma -
Antigua Girls' High School
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