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Customer Service Manager

United States
February 12, 2019

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Please consider Nicole Dubois. Nicole is a Healthcare Customer Service Professional with more than

fourteen years of experience in a call center environment, and over five years in the healthcare field. Throughout her career, Nicole has gained an immense amount of knowledge and expertise in her customer service and call-center roles, and she has a proven track record of success and tenor within her positions, which have lead to advancement opportunities and leadership roles. Nicole is now looking for an opportunity where she can focus on customer care, and apply her training and skills within the healthcare field. Nicole is a goal-oriented team player, who strives to exceed expectations, and would make an excellent fit for the position due to her extensive background in providing exceptional customer service, and her outstanding phone presence.

Nicole Dubois


Fountain Hills High School


Work Experience:

Club Med

Sales Supervisor

May 2016 – Current

● Follow up on email requests from travel agents, club med members and BDMs

● Monitoring agents’ adherence to schedules as well as the policies set forth by Club Med

● Handling the needs of members and travel agents in escalated situations.

● Quality monitoring using quality form & standards – providing feedback

● Monthly 1:1s – provide feedback and coaching to each of my team regarding their attendance, overall quality, schedule adherence, LOC, revenue, revenue per hour, & conversion rate.

● Provide monthly reporting about my team to upper management (HR & Sales Manager) on attendance, metric goals and behavior trends

● Work on projects such as sales presentations and solutions for updating the revenue rules Healthways, Inc.

Customer Service Manager

September 2015-March 2016

● Created an environment of open communication and feedback

● Coached and developed a high performing team to center metric goals, including average handle time, active rate, unavailable time, first call resolution, quality and net promoter score

● Listened to calls ensuring quality and provide feedback and coaching in regards to those calls

● Conducted monthly 1:1s to communicate performance, accountability and promote engagement

● Ran daily huddles to go over daily updates, deadlines or any urgents that need to be communicated

● Hosted monthly team meetings that focus on team building activities and further promote engagement

● Ran daily/weekly/monthly metric reporting and send out to team in a stack ranking to encourage healthy competition within the team

● Worked with account managers to provide training on the most current processes and account specific detail

Healthways, Inc.

Customer Service Team Lead

February 2014 – September 2014

● Acted as Customer Service Manager for 15 week period, leading team of 10 colleagues, while Customer Service Manager was on leave

● Attended intense 9 week McIntosh Performance Management training related to:

Time Management: Calendar Management, Task Prioritization & Tracking,

Communication: Walkabout, Performance Boards, Huddles, DPRM and SMART Goal Setting

Analyzing Performance: Daily Metric Review, Performance Gap Identification and Root Cause Analysis

● Problem Solving, Coaching Performance, Coaching Plan Development

● Improved performance, increased colleague accountability, and a positive team focused culture Healthways Inc. (Contract- Staffmark)

Inbound Customer Service Representative

December 2012 – February 2014

● Assisted Members in problem resolution

● Met individual performance goals

American Express Travel

Travel Agent / Corporate Travel Counselor

June 2000 – October 2006

● Created air, car, and hotel reservations via email and telephone using corporate contracts

● Worked on domestic and international reservations

● Trained on VIP gate working with top tier clients Computer Skills:

● Microsoft Outlook, Word, Excel & Powerpoint

● Embrace

● Oracle

● TrackVia

● PeopleSoft

● Well-Being Connect

● Sabre

● Apollo

● Lotus Notes

● One Note



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