Manager Customer Service

NICOLE M. SIMPSON

***** Mary Anderson Road, Wadesville, IN 47638 * 812-***-**** * **********@*****.*** * OBJECTIVE

Maximize my managerial and interpersonal relationship skills to build upon my successful career. Seek an opportunity to advance within the company and increase my skills in an effort to increase the success for company. Build partnerships with leaders at all levels of the organization to provide sales and support for the organization. Responsible for providing managerial oversight and operation of a segment or a portion of a segment of business. Build partnerships with leaders at all levels of the organization to provide support and consultation in the best needs for each individual situation. Summary of Qualifications: I am an energetic, goal-oriented manager who utilizes multiple forms of communication to work closely with staff and customers. I adhere to the team approach for all staff and believe in uniting to successfully complete the job. My managerial and career success has been accomplished through effective detailing, building partnerships, and constantly adapting to the changing needs of the organization. I possess managerial and networking background and have had direct involvement in program/organizational planning, growth and development. My organizational skills, leadership and administrative abilities to perform the duties are critical to the future growth and image in our community. I am capable of being assertive, fair and unbiased when handling difficult situations. My even-temperament and diligence is an asset to working well under pressure. EXPERIENCE

SECURITAS SECURITY SERVICES, Evansville, IN 6/11 – 3/17 Branch Manager

• Controls $2.6M operating budget. Analyze operational and financial indictors to continuously improve branch performance; ensure profitable operations with full profit and loss accountability.

• Oversee approximately 23 accounts for hiring, security and safety needs; maintaining and overseeing daily operations with the account managers.

• Met and exceeded sales goals year; one example sold a camera package for Toyota vehicles worth

$1.1M

• Innovate resolutions for branch activities

• Maintain workers comp injuries, safety compliance and assist in training of several facilities with safety issues and concerns.

• Recruit, select, orientate, and develop high caliber staff in collaboration with Area Management; plan, assign, and direct work; coach employees to enhance skills; carry out disciplinary actions as necessary.

• Conflict resolution in all areas: customer accounts, staff and employees.

• Train and ensure compliance is upheld with all policies and procedures at facilities. Follow OSHA standards, transportation and logistics, FDA standards, and hospital standards.

• Ensure the delivery of high quality customer service.

• Support and supervise 225 plus employees.

VOLUNTEERS OF AMERICA, Evansville, IN 8/04 – 5/11

Director

• Managed and oversaw daily operations of the non-profit organization

• Maintained an annual revenue budget of $1.7M and an operating budget of $1.5M

• Supported and supervised 25 plus employees

• Oversaw any injuries at the facility and oversee the process of care

• Interviewed and hired new employees in conjunction with Human Resources.

• Conflict management resolving situations and issues. Implemented disciplinary actions and handled terminations

• Coordinated with Illinois, Indiana, and Kentucky United States Probation Offices, as well as Federal and Local Court Systems.

• Communicated quarterly with the Community Advisory Board Members

• Secured grant funding to develop growth in Evansville in combination with Development Director. NICOLE M. SIMPSON

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FAMILIES THRU INTERNATIONAL ADOPTION, Evansville, IN 11/04 – 8/05 China Program Manager

• Provided direction and oversight to the China adoption program including contacts with the host country and government agencies

• Supervised China program staff that work in the Evansville office

• Coordinated with several government agencies and social services to maintain accurate information and work through family issues.

• Established close client relationships, analyzed problems and anticipated customer’s needs

• Maintained a case load of 130 families; reviewed documents, provided accurate and timely information to families

INDIANA BREAST & CERVICAL CANCER PROGRAM, Evansville, IN 10/99 – 07/04 Southern Regional Coordinator

• Recruited over 139 physicians, hospitals, surgeons, radiologist, OB/GYN’s, breast centers, enrolled over 1560 women in 2003–2004, and trained over 125 new physician providers in program participation and procedures. Maintained territory of 33 counties in Southern Indiana.

• Collaborated tracking and follow-up with abnormal results on clients

• Planned and maintained goals for enrollment of women into the BCCP Program

• Reviewed billing forms for completeness

• Coordinated quarterly updates and training with physicians and provider sites (i.e.: hospitals, OB/ Gyns, Surgeons, Radiologist, Pathologist and clinic staff) on any changes or new Center for Disease Control guidelines

VANDERBURGH COUNTY HEALTH DEPARTMENT, Evansville, IN 12/96 – 9/99 Disease Intervention Specialist/Program Coordinator

• Coordinated screening programs for 11 counties in southern Indiana

• Promoted awareness and informed physicians of law and reporting changes

• Tested, counseled, and educated individuals on sexually transmitted diseases and HIV

• Recommended treatments to physicians and conducted investigations and exams of clientele and partners

• Coordinated, directed and conducted training programs, assisted with substance abuse intervention programs including group sessions

EDUCATION

• MS in Criminology: GPA 3.79 - INDIANA STATE UNIVERSITY, Terre Haute, IN – May 1999

• BS in Health Science - UNIVERSITY OF SOUTHERN INDIANA, Evansville, IN – December 1996

• AS in Respiratory Therapy - UNIVERSITY OF KENTUCKY, Madisonville, KY – December 1996 TRAINING & ACTIVITIES

• Proficient in several computer programs; Microsoft Office Suite (Word, Excel, Publisher), Adobe, Outlook, Internet Explorer

• DOT Training – January 2014

• IAHSS Certification – January 2013

• OSHA Training – January 2014

• How To Supervise Difficult People – August 2011

• Scheduling Director, Evansville Youth Hockey Board – 2010 – 2013

• CASA Volunteer – 2011 to 7/13

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