Nicole E. Lyddane West Chester, PA . ***** . CELL (610) 457-
**** . *-**** acf8kk@r.postjobfree.com
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Passionate Client Support professional with over 10 years of distinguished
performance in increasingly responsible positions within well-known
organizations. Proactive manager, ardent leader, and strategic thinker with
ability to hire and develop outstanding team members. Proven success in
project development and program management, while supporting world-class
customer service in large-scale sales organizations.
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SKILLS Proficiency in Microsoft Suite and Client Relations Management systems,
platforms, and programs
Maintains ability to readily grasp and embrace new technology
Personable, passionate, creative, optimistic, and empathetic
Organized, thoughtful and dedicated leader
Dynamic, engaging public speaker
Practitioner of Emotional Intelligence and keeping my word
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EXPERIENCE
Contemporary Staffing Solutions New Castle, DE
Sr. Account Executive
July 2014-Present
< Provide an unparalleled level of care and personalized service to all
clients and candidates in a boutique firm environment
< Passionately displays proficiency in Career and Succession Management
< Assisting clients in creation of personalized retention programs
< Relationship building with local and regional business owners
< Contract negotiation in regards to placing excellent candidates
< Screening, interviewing and qualifying candidates while managing a
pipeline of available candidates on a daily and weekly basis
< Leveraging a list of specialized, niche candidates
< Marinating all client records and reporting efforts in SalesForce
< Presenting to business owners and following through the life-cycle of
sales processes
< Developing relationships with current clients and forging new business
alliances to encourage volume of need
Comcast Spotlight West Chester, PA
Supervisor of Business Operations
June 2010-April 2014
. Successfully repositioned the Business Operations Department as a
"Partner" within the organization
. Drove increase of Internal vs. External Client contact up 15% over
course of 12 months
. Maintains collaborative and supportive working relationships within
large-scale Sales organization
. Responsible for coaching, development, support and professional growth
of 9 direct reports
. Excellence in Customer Service: 80% + customer satisfaction 2010-2014
. Identification, Implementation and Follow-Up of "Best Practices"
. Implementation of SalesLook CRM within department - led to 60%
increase in tracked interactions in 8 months
. Leverages call tracking techniques allowing team to gather metrics to
measure and improve monthly performance
. Empowers self to become a Key Player in areas of "unknowns"
. Enthusiastic self-improver - WICT Member, SkillPath Women's
Conferences, Mindful Collaboration
. Strong working knowledge pertaining to Accounts Receivable, Accounts
Payable, Credit, Collections and Billing
. Creator of New Client On-Boarding Program
. Special Projects Management: Missing Script Initiative, PDCT, Customer
Service Certification Program
. Develop and act upon yearly initiatives - Playbook Owner from 2011-
2014
. Able to meet aggressive timelines and works well under deadlines
. Member, Professional Committees - Online Co-Op Process Development,
Compensation, Customer Service Standards
. Partner with Internal Development Team for program improvement efforts
. Established strategic and mentoring relationships with members of
Senior Management
Comcast Spotlight West Chester, PA
Business Coordinator/Divisional Credit Coordinator
Feb 2009-June 2010
< Worked proactively with Sales Partners to execute all requests in
billing and credit
< Instituted on-going effort to improve and expedite EchoSign
approval process
< Proficient working knowledge of all functions within Business
Operations Department
Enterprise Rent-A-Car
Jan 2007-Feb 2009
Assistant Branch Manager Tempe, AZ and Kennett Square,
PA
* Maintained full P & L Responsibility for Branch
* Managed staff and operations in an environment with remote
locations
* Improved branch performance on Company Metrics ESQI from 68 to 82
(maximum of 100)
Nordstroms
Jan 2006- Jan 2007
Assistant Restaurant Manager Scottsdale, AZ
< Maintained an exceptional level of client care to encourage the
loyalty of our guests in a fast-paced 200 seat restaurant
< Responsible for scheduling, hiring, ordering, quality control and
finance
< Developed budgets and organized ordering
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TRAINING COURSE DEVELOPMENT
New Client On-boarding Process Professional Development Cross Training
Program (PDCT)
Diffusing Difficult Customers and Saying "No" Shaping The Customer Experience
Successfully
Department Contact for New Management Missing Scripts/Co-Op Process Training for
LSMs
Systems Training - lead training for Southern New Account Executive Boot Camp
Div in Atlanta, GA
How-To Manual/Fast Facts/Knowledge At A 90 Day On-boarding Process for New
Glance Department Hires
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EDUCATION Bachelor of Science - Hotel, Restaurant and Institutional
Management
University of Delaware Newark, DE
Graduated 2005
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ASSOCIATIONS AND AFFILIATIONS
. Member of New Castle County Chamber of Commerce and Referral
Group
2014-Present
. House and In-Home Pet Sitting Service
2007-Present
. West Chester Rotaract, part of Rotary International
2008-2013
Club Secretary - 2009 and 2013
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PROFESSIONAL REFERENCES:
Deana Travetti Anahita Desai Mike Condon
Director of Customer Care Manager of Commissions Retired
Comcast Spotlight, West Comcast Spotlight, Bingham West Chester, PA
Chester, PA Falls, MI 610-***-****
119 W Union St 2nd Floor . West Chester, PA . 19382 . CELL 610-***-**** .
E-MAIL acf8kk@r.postjobfree.com