Nicole E. Barnes

*** ********* *****

Madison, Alabama 35757

Mobile: 585-***-****

Email:

ace2dg@r.postjobfree.com

Professional Goal: Result oriented manager seeking to leverage my extensive background

in employee relations, training, and development into a Human Resources position. I

aspire to be a valuable team player, while making a positive contribution to a company’s

Human Resources division with the opportunity for performance based advancement.

EXPERIENCE:

April 2013- Present

Customer Support Manager, Vertafore Pulaski, TN

• Manage and develop a team of 10-15 support representatives.

• Created metrics and goal ranges for the 2014 customer support

representative performance agreement.

• Product Management experience working as the Product Ambassador for PL

Rating (real time rating software).

• Partnered with the development team to provide insight on how product

releases will impact our customers’ and call volumes.

• Work with analysts to prioritize software defects and communicate customer

support requests to our development team.

• Partnered with Human Resource Director to modify recruiting and hiring plan

for Customer Support.

• Responsible for planning customer service events across our 6 call centers,

as well as improving employee engagement and morale.

October 2012-April 2013

Distribution Operations Manager-Group Leader, Target Corporation Madison, AL

• Manage daily activities of 25 employees within the Warehousing Department

of the Distribution Department.

• Responsible for monitoring over $2.5 billion in inventory for 82 stores within

the Southeast United States.

• Work cohesively with other departments to ensure maximum productivity,

efficiency, service level goals, and guest satisfaction is maintained.

• Successfully manages team performance, productivity, safety, while fostering

team work and leveraging talent.

• Quality ambassador for the Warehousing. Instrumental in reducing the quality

defects by 10%.

• Member of the Diversity Committee.

March 2008-October 2012

Customer Service Supervisor, Verizon Wireless Huntsville, AL

Train and develop 10-15 employees.

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Partner with employees to create actionable items to assist with

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career goals, by developing weekly action plans to maximize

performance.

Complete monthly employee evaluations, midyear, and year end

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performance appraisals.

Assists as Associate Director Point of Contact.

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Member of Interview committee. Assist call center with hiring, staffing

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and, recruiting efforts.

Call center loyalty champion. Partner with area call centers to retain

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existing customer base and decrease center’s loyalty results.

Received Supervisor of the Month award in August for Overall

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Highest First Call Resolution Results in the contact center.

Acting Northeast Area Loyalty Consultant

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December 2006-March 2008

Assumption of Liability Supervisor, Verizon Wireless Rochester, NY

Cross trained and developed 72 AOL representatives.

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Responsible for hiring and recruiting new representatives for the

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department.

Partnered with our Methods and Procedures team to develop legal

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practices for the department.

Developed cohesive working relationship with our Quality Assurance

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Department to create department’s initial quality program.

Assisted with developing Customer Clear Disclosure Checklist; which

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was used nationally within the organization.

Partnered with vendor call center to develop an AOL refresher

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program for their representatives.

Worked directly with Associate Director in creating formal

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performance appraisal for employees.

Acting Quality Assurance Supervisor

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February 2004-December 2006

Customer Service Supervisor, Verizon Wireless Rochester, NY

Trained and developed 10-20 customer service representatives.

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Assisted in training new supervisors through peer shadowing.

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Received Supervisor of the Month Award in March 2005.

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EDUCATION:

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BS Human Resources Management Faulkner University

Dale Carnegie High Impact Presentation

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