Call Center Customer Service

Core Competencies

Professional Experience

Profile Summary

Nicole Wilson

Charlotte, NC 28212 • 904-***-**** • adzqif@r.postjobfree.com • www.linkedin.com/in/nicole-wilson-b2baaa1a6 CALL CENTER OPERATIONS MANAGER STRATEGIC OPERATIONS LEADER

~ Driving Operational Excellence & Customer Satisfaction through Strategic Leadership and Innovation ~ Seasoned call center operations leader, offering over 14 years of experience managing and enhancing customer service operations. Have demonstrated operational excellence in managing diverse teams, optimizing KPIs, and implementing strategic operational initiatives across multiple organizations. Excel in driving customer satisfaction, streamlining processes, and fostering continuous learning environments, leading to substantial improvements in efficiency and profitability. Skilled in data analytics, translating insights into actionable strategies for continuous improvement. Committed to cultivating high-performing, accountable teams while seeking to leverage expertise in a Call Center Operations Manager or Director role. Call Center Operations Strategic Operations Management Call Center Performance Enhancement Quality Control & Assurance KPI Analysis & Implementation Team Leadership & Mentoring Staff Recruitment & Retention Customer Relationship Management Process Innovation & Streamlining Billing & Payroll Management Profitability & Revenue Growth Policy & Procedure Development Workforce Training & Development Business Continuity Planning Team Collaboration Answernet – Phoenix, AZ

GENERAL MANAGER May 2020 – June 2023

Led strategic oversight for all facets of call center operations at the branch level, driving branch profitability, enhancing productivity, streamlining operations, and ensuring the successful attainment of corporate objectives.

Innovated and executed efficient operational processes, optimally enhancing call center performance through incisive report analysis and strategic project implementation.

Spearheaded quality control initiatives, talent development, workforce processes, and solution-oriented strategies for the call center, guaranteeing customer satisfaction and branch efficiency.

Expertly managed employee performance evaluations, payroll processing, billing, and account profitability, ensuring optimal branch performance and financial health.

Deployed advanced analytic skills to evaluate Key Performance Indicators (KPIs), translating data into actionable strategies for continuous operational improvement.

Provided influential guidance to staff members on emerging procedures and policies, fostering an environment of continuous learning and adaptability.

Ensured business continuity by effectively managing staffing levels, leading targeted recruitment strategies, and meeting operational needs and business objectives.

ADT LLC – Jacksonville, FL

BILLING MANAGER August 2015 – May 2020

Drove team productivity by developing and owning performance metrics, driving a culture of accountability and excellence in service delivery.

Managed and monitored the daily activities of a 23-strong customer support team, ensuring seamless operations and high customer satisfaction.

Successfully recruited, mentored, and managed an average of 30 new customer service representatives per quarter, fostering talent growth and enhancing team strength.

Maintained clear, effective communication within the team, setting well-defined expectations to ensure alignment with the company's service standards and objectives.

Provided comprehensive monthly departmental reports to senior management, offering insightful updates on KPIs and quality measures, thus facilitating informed decision-making.

Routinely analyzed CRM reports, identifying problem areas and opportunities for improvement, thereby driving continuous process enhancement and customer service excellence. Nicole Wilson continued

Education

Technical Skills

Berges Law Group – Fort Lauderdale, FL

ASSISTANT OPERATIONS MANAGER October 2009 – July 2015 Masterminded productivity enhancements and quality control operations to curtail overhead costs, contributing significantly to operational efficiency and profitability.

Cultivated loyal, long-term customer relationships through strategic account management, enhancing customer satisfaction and fostering business growth.

Ensured high-quality service delivery by overseeing and coaching a leadership team of 12, instilling a culture of excellence across the organization.

Established a customer-centric operational focus, bolstering customer loyalty and retention, thereby creating a robust base for stable revenue streams.

Led the development of a standard employee training program, culminating in a 12% increase in customer satisfaction and demonstrating the impact of effective talent development.

Empowered staff members to contribute to the continuous improvement, quality, and growth of the company, fostering a collaborative and innovative work environment.

Proactively hired, coached, and trained staff while monitoring their performance to ensure alignment with company objectives and to promote individual growth.

Alabama State University – Montgomery, AL

BACHELOR OF ARTS IN POLITICAL SCIENCE June 2000

Transformation Academy

CAREER/LIFE COACH July 2021

Customer Relationship Management (CRM) Software Microsoft 365 (Word, Excel, PowerPoint, SharePoint, Outlook)

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