Nicole Hinnant

Sales/Customer Service Manager & Trainer

Youngsville, NC 27596

adu8r5@r.postjobfree.com

+1-919-***-****

• Experience in planning, directing, and coordinating supportive services of an organization, including record keeping, mail distribution, calendars for multiple employees, telephone operation, and other office support services.

• Benefit administration: STD, LTD, FMLA, PFL, ADA, and state specific options.

• Experience in managing employees, dealing with human relations issues, recruiting, evaluation, disciplinary actions, scheduling, hiring, firing, and promotions of both full and part time employees.

• Customer Service Responsibilities: Customer Onboarding, answer general questions, assist customers with orders, set up/track shipping, process orders, resolve customer issues, troubleshoot technical problems, customer outreach, and handle all customer escalations.

• Call Center experience handling high volume of customer requests via phone, chat, and email.

• Extensive work as an Account and Project Manager.

• Experience in ability to: design/create projects, lead/create project team, set deadlines, monitor progress, resolve issues, manage budget, evaluate project/employee performance, and ensure stakeholder satisfaction.

• Proficient in Microsoft Office, Google Docs, Teams, Salesforce/Insight, Alt Desk, (additional CRM platforms) and type 65 WPM.

• Familiarity with Technical/Community College and Higher Education Institutions.

• Experience in instructional development with a focus in math and science.

• Community College Instruction Certification

• Familiar with state and federal regulations and guidelines; grant writing and data analysis.

• Proficient in keeping detailed employee records and also data records in secure manner.

• Experienced in creating professional development training programs for all staff and educational training for students in person and online and also moving in person programs to virtual (webinars, podcasts, etc).

• Organized meetings in person and online, and responsible for organizing and maintaining documents for a federally funded grant program.

Authorized to work in the US for any employer

Work Experience

Educational Sales Coordinator

Varsity Tutors - Remote

March 2022 to December 2022

• Connect directly with new clients (both students and families) internationally who are looking for support in achieving their academic goals.

• Use empathy and a vigilant focus on the customer to ensure that the student is matched correctly with the best tutors for him/her available.

• Assess and understand the needs of our clients to be able to make recommendations for educational products and services

• Achieve sales and client renewal targets set by management

• Conduct high-volume of outbound calls to former clients to re-engage and assess new needs that Varsity Tutors can help with

• Answer heavy volume (40-50) inbound customer calls per day

• Understand the products and services offered

• Assist in client service and build strong relations with our students and families

• Manage client records to ensure proper follow-up

• Communicate effectively with internal team and external customers Customer Service Associate (Temporary)

Metlife/Sykes/Sitel - Remote

January 2022 to March 2022

• Assist customers in filing disability claims

• Assist customers in maintaining and obtaining information about their Metlife disability products.

• Answers inbound phone calls, responds to inquiries in a thorough, accurate, timely and courteous manner, completes outbound follow-up calls as needed.

• Accurately completes and/or updates new disability claims; gathering all necessary demographic, medical, employer and other data as required per policy and procedure.

• Knowledge and adherence to HIPPA laws/regulations.

• Look up IDC 10 and CPT 4 codes for claim

• Assist customers, using empathy, by listening to customers' needs and concerns

• Assist customers in solving problems concerning their services or products.

• Use knowledge about disability types: when to use each product, duration of product, and when products are used consecutively (i.e. STD, LTD, FMLA, NY PFL, etc.).

• Accurately and clearly documents all activity in client's claim file. Maintains privacy of information in compliance with HIPAA and other applicable rules and regulations

• Usage of strong interpersonal skills: active listening, empathy, ownership, and clarity.

• Handle a large volume of customer concerns by phone, chat, and email.

• Email/mail out various forms required for filing disability claims.

• Creates periodic reports as assigned to complete necessary follow-up, record-keeping and other related department functions.

• Proficient in using Salesforce/Insight/Catalyst/Sharepoint, Teams, Alt Desk, and Outlook to assist customers.

Sales/Customer Service Manager

Family Affair Standard Poodles - Spring Hope, NC

June 2016 to June 2020

Employment Type: Full Time (30 Hours or More)

• Plan, direct, or coordinate the actual distribution or movement of a product or service to the customer.

• Coordinate sales distribution by establishing sales territories, quotas, and goals and establish training programs for sales representatives.

• Analyze sales statistics gathered by staff to determine sales potential and inventory requirements and monitor the preferences of customers.

• Customer Service Responsibilities: Customer Onboarding, answer general questions, assist customers with orders, set up/track shipping, process orders, resolve customer issues, troubleshoot technical problems, customer outreach.

• Handle all customer escalations.

• Created remote customer service/sales position; best practices, etc.

• Responsible for all customer retention.

• Sales made in face to face interactions/ outside sales (15%) and remote sales through calls, email, text, social media, and video conferences/ inside sales (85%).

• Responsible for entire sales cycle: initial contact, sale, financial aspect/billing, and follow up with customer.

• Assist with training other employees in numerous positions.

• Assisted with care and management of the newborn puppies including: assisting in labor/delivery, vaccinations,initial training, and bottle feeding.

• Assisted in giving all medications, taking dogs to the vet when needed, behavioral assessment and training, assisted vet, and any additional help on the breeding farm when needed with either the dogs or horses (pets of the owners).

Veterinarian Technician- Voluteer

For the Love of Dogs LLC - Wilson, NC

October 2016 to January 2018

Check in clients, handled all paperwork, set up and gave vaccinations, surgery prep, surgery assistance, dental assistance, after surgical care, billing, and payment. TRiO Director

Wilson Community College - Wilson, NC

August 2012 to February 2015

Employment Type: Full Time (30 Hours or More)

• In charge of all staff in Tri O: both full and part time (around 20 individuals.

• Enrollment of First Generation/Low Income students into the program that supports them through grants and tutoring as well as job training, and counseling.

• Created and led professional development training for both part time and full time employees (in person and virtually); educational training for students (in person and virtually).

• Summarized all data analysis and research to pertinent staff through graphs, Excel, and other training tools.

• Responsible for understanding and ensuring all state and federal government compliance.

• Handle HR issues and paperwork for all part time employees and participate in HR for full time employees.

• Enrollment for all students into Student Support Services and Upward Bound including: leading all entrance interviews, reading and scoring essays, ensuring students met all requirements, and keeping files up to date and organized for audits.

• Data entry of all student files; keeping software up to date and ready for audit.

• Complete all budgets.

• Complete all grants.

• Keep all data updated in software.

• Complete all reports.

• Purchase requests and payments.

• Assist SSS and UB students with enrollment credentials for college.

• Counseling and advising students about college programs and assist with college entrance essays/ applications

Student Support Services Tutor Coordinator

Wilson Community College - Wilson, NC

March 2011 to August 2012

• Responsible for creating and leading professional development training for all tutors

• Created tutoring program from the ground up: entire training program, recruitment, interviewing, hiring, training, scheduling all program staff, marketing program, created educational programs for students, enrollment of students into program, and daily running of program.

• Created new tutoring program from scratch.

• Created learning programs for tutors to follow with students

• Managed schedules and subject matter for all tutors

• Responsible for hiring, promoting, evaluating, and firing tutors

• Reported student tutored hours

• Recruited new tutor hires

• Marketing for tutoring lab

• Data entry of all tutored hours, tutor subjects, schedules, and additional student data

• Responsible for keeping all tutoring software up to date and ready for audit

• Counseling and advising students about college programs and assist with college entrance essays/ applications

Basic Skills Instructor

Wilson Community College - Wilson, NC

August 2005 to March 2011

• Worked in both open labs and structured classes for students on non-reading up to senior/GED level work.

• I taught all subjects for GED students and science and math based courses for Adult High School Students (focus on math and science).

• Gave all incoming students the state required test to place them in the correct courses.

• Assisted with the online Adult High School Students courses. Manager

Dubey's Pet World - Chapel Hill, NC

February 2004 to October 2005

Full Time (30 Hours or More)

• Plan, direct, or coordinate the actual distribution or movement of a product or service to the customer.

• Coordinate sales distribution by establishing sales territories, quotas, and goals and establish training programs for sales representatives.

• Assist with payroll and HR responsibilities.

• Analyze sales statistics gathered by staff to determine sales potential and inventory requirements and monitor the preferences of customers.

• Ordered from numerous organizations weekly of both live animals and regular sales items. Assisted, with the owner, of all hiring, firing, and promotions.

• Acted as a liaison between the store and the local state run animal shelter because we adopted cats out of our storefront.

Horseback Riding Instructor

Pleasure Horse Farm - Durham, NC

February 2001 to January 2004

• Handled all incoming lesson scheduling, billing, and lessons from beginner to advanced.

• Marketing, advertising, billing, sales, customer service, catering, and activity planner for summer camps.

• Managed all other instructors and junior instructors for both lessons and summer camps. Education

Master's Degree in Adult Education

East Carolina University

December 2007 to December 2010

Bachelor's in Interpersonal and Organizational Communications University of North Carolina at Chapel Hill - Chapel Hill, NC August 2000 to May 2004

High school diploma or GED

Skills

• Tutoring (7 years)

• Account Management (4 years)

• Statistical Analysis (3 years)

• Statistics (3 years)

• Project Management (4 years)

• Teaching (6 years)

• Salesforce

• Data Analysis (3 years)

• Management (5 years)

• Curriculum Development (4 years)

• Business Development (3 years)

• Math (10+ years)

• Presentation Skills (10+ years)

• Sales Management (4 years)

• Research (10+ years)

• Microsoft Office (10+ years)

• Leadership (10+ years)

• Marketing (3 years)

• Microsoft Excel (10+ years)

• Outside Sales (4 years)

• Negotiation (4 years)

• Process Improvement (3 years)

• Inside Sales (4 years)

• Business Analysis (3 years)

• Operations Management (4 years)

• Quality Assurance (3 years)

• Equine Experience (10+ years)

• Human Resources (4 years)

• Pricing (2 years)

• Recruiting (3 years)

• Change Management (2 years)

• Program Development (4 years)

• Organizational Skills (10+ years)

• Administrative Experience (10+ years)

• Microsoft Powerpoint (10+ years)

• Training & Development (4 years)

• Sales (6 years)

• Customer Service (6 years)

• Microsoft Word (10+ years)

• Team Management (4 years)

• Communication Skills (10+ years)

• Supervising Experience (5 years)

• Filing (10+ years)

• Strategic Planning (3 years)

• Interviewing (6 years)

• Academic Advising (4 years)

• Grant Writing (3 years)

• Program Management (4 years)

• Fundraising (2 years)

• Business operations management (4 years)

• Conflict Management (6 years)

• Project planning (4 years)

• Program management (4 years)

• Project leadership (4 years)

• Senior leadership (3 years)

• Training & development (8 years)

• Sales administration (4 years)

• Desktop administration (6 years)

• Administration & Business Operations (4 years)

• Customer support (10+ years)

• Customer service (9 years)

• Customer retention (5 years)

• Training Program Design (4 years)

• Typing - 65 WPM (10+ years)

• Employee relations (5 years)

• Employee evaluation (5 years)

• Employee orientation (5 years)

• Instructional design (9 years)

• Professional Development Implementation (4 years)

• Public speaking (5 years)

• Budgeting (3 years)

• Moodle (1 year)

• Blackboard (3 years)

• Higher education teaching (3 years)

• Communication skills (10+ years)

• Enrollment Processes (3 years)

• Intake (3 years)

• Testing Administration (6 years)

• Pricing (5 years)

• Mentoring (3 years)

• Public Relations (3 years)

• Event Planning (3 years)

• Business coaching (1 year)

• Instructional coaching (4 years)

• Social media management (1 year)

• Organizational management (3 years)

• Organization design (3 years)

• Organizational training (3 years)

• Adult education (10+ years)

• Learning technology (4 years)

• Learning Theory (5 years)

• Office manager experience (5 years)

• Travel planning (2 years)

• Google Docs (1 year)

• Business Leadership Research (2 years)

• Business & Administration Operations (5 years)

• Zoom (2 years)

• Adobe Connect (1 year)

• Google Workspace (2 years)

• Windows (10+ years)

• CRM SoftwareCRM Software (2 years)

• Microsoft Teams (1 year)

• Alt Desk (Less than 1 year)

• Call center (1 year)

• Computer Networking

• Microsoft SharePoint

• Kronos (Less than 1 year)

• WebEx

• QuickBooks (2 years)

• Classroom experience (6 years)

• Analytics

• Qualitative research (3 years)

• Quantitative research (3 years)

• Survey design (3 years)

• Analysis skills

• Google Suite

• LMS

• Zendesk

• Talent acquisition

• Documentation review

• Data management

• Data collection

• Operating systems

• Research

• Customer support

• Customer service

• Human resources

• QuickBooks

• Customer relationship management

• Editing

• Classroom management

• Experience working with students

• Slack

• Sales support

• Benefits administration (Less than 1 year)

• Conversion optimization

• Project coordination

• Database management

• Clerical experience

• Adobe Acrobat

• LMS (5 years)

• Cornerstone (1 year)

• WebEx (1 year)

• Events management

• Computer skills

• Typing

Certifications and Licenses

Community College Instruction Certification from ECU December 2010 to Present

Certifies that I have both the education and amount of graduate level credits to teach at a community college. I am also able to teach baccelaureate level courses. Basic Skills Instruction Certification

Present

I completed the level 1 and 2 certification for Basic Skills Instruction during the pilot year it was offered.

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