Nicholas Hoffmaster Email & Phone Number

Client Care Specialist - responds to inbound customer assistance & general inquiries to ClearCaptions services.

• Independently managed a heavy volume of calls and emails concerning the sales and delivery of tickets to live events.
• Utilized Talkdesk, Zendesk, Jira, and Slack for coding, communication, and documentation.
• Collaborated with team and management to focus on trending issues.
• Delivered world-class service by educating and counseling customers on system procedures, enabling self-sufficiency.

Phoenix, Arizona, United States

• Proactively monitored live deliveries to eliminate the need for interaction between delivery drivers and clientele.
• Utilized problem-solving and critical-thinking skills to respond, document, and resolve issues in a one contact resolution.
• Collaborated with local restaurants to ensure successful pick-up of time sensitive deliveries.
• Participated in training, meetings, and live deliveries to replicate driver experience.

Phoenix, Arizona, United States

• Demonstrated commitment to customer loyalty, addressing more than 40 daily customer service emails effectively.
• Successfully addressed customer inquiries and concerns related to grocery delivery services through both phone and chat communication channels, ensuring high levels of customer satisfaction and service quality.
• Tracked and escalated questions and common issues while creating follow-up interactions to ensure resolution.
• Provided guidance and mentorship to incoming team members, facilitating a seamless onboarding process by outlining their responsibilities and performance expectations.