Customer Service Project Management
Resume:
NICOLE LEDOUX
Audubon, NJ *****
**********@*****.***
Professional Summary
Seeking a position to best utilize my experience and education at a growing organization where I can find career growth, learn and be an asset to the organization.
Authorized to work in the US for any employer
Work Experience
Lead Coordinator
Posigen-Audubon, NJ
October 2023 to August 2025
• Developed comprehensive training programs for new coordinators to onboard them effectively into the team structure
• Evaluated performance metrics regularly to identify areas for improvement within the coordination team's workflow
• Implemented a feedback system to gather input from clients and attendees regarding their experience at events
• Utilized project management software/tools to track progress, assign tasks, manage timelines, and communicate updates with team members
• Identified potential risks or issues during the planning phase and developed contingency plans to mitigate them effectively
• Mentored junior coordinators providing guidance/training/support in order for them to excel in their roles within the team structure
• Managed the schedule for 10 teams ensuring travel times and routes were cost-effective.
• Provided excellent customer service while scheduling appointments. Quality Analyst
Vision Solar-Blackwood, NJ
February 2022 to October 2023
Reviewing job submissions for complete data, creating data charts to show varying information ranked by district and region, and assisting the concierge team leads with their management duties on the floor as required.
Concierge Representative
Vision Solar LLC-Blackwood, NJ
March 2021 to February 2022
Reviewing accounts for resolution, middleman between customer and all other departments, handling escalated customers.
Workforce Manager
MRS BPO
September 2019 to March 2021
• Implemented effective techniques and tools to help clients prioritize tasks, set goals, and manage their time effectively
• Identified potential obstacles or challenges that may hinder productivity growth and developed proactive solutions
• Analyzed data relatedto individual or team performance metrics, to identify areas requiring improvementand develop targeted coaching plans
• Implemented time-saving techniques such as automation, delegation, and outsourcing to help clients maximize their efficiency
• Monitored and managed agent statuses, and assisted with call flow. Collections Manager
MRS BPO
June 2017 to September 2019
Job Description-Making and receiving calls to cure customer accounts, negotiating and determining the best solution for the customer, managing up to 30 employees, coaching and development of the agents, creating PowerPoint presentations and excel spreadsheets, entering data for QA charts, and sending hourly reports
Lead Officer
Allied Universal Security Services, Systems and Solutions April 2015 to June 2017
Job Description- Patrolling facilities to ensure safety of client and their property, answering a switchboard, maintaining a log, completing reports and various project work. Package Handler/Sorter
UPS
September 2009 to October 2015
Job Description: Sort scan and process packages to ensure there are no damages and the package reaches the appropriate destination in the fastest period of time. Education
General Studies (High school or equivalent)
Audubon High School-Audubon, NJ
September 2004 to June 2009
Skills
• Adobe (3 years)
• Microsoft Excel
• Powerpoint (10+ years)
• MS Office (10+ years)
• Microsoft Office (10+ years)
• Leadership
• Management
• Performance management
• Customer service
• Library Services
• Salesforce
• Supervising experience
• Quality Assurance
• Excel (6 years)
Contact this candidate