Customer Service & Workforce Management Leader
Resume:
NICHOLE BAILEY
**** ******** *****, ******* ****, GA 30349
470-***-**** • *******.********@*****.***
PROFESSIONAL SUMMARY
Dedicated customer service and retail professional with 15+ years of experience in customer support, retail operations, workforce management, and team leadership. Skilled in conflict resolution, customer retention, inventory management, merchandising, and technical troubleshooting. Proven ability to manage high- volume environments while delivering exceptional customer experiences and improving operational efficiency. Strong leadership background with experience training staff, managing departments, and maintaining accurate inventory and pricing standards. PROFESSIONAL EXPERIENCE
Customer Service Representative — StubHub Atlanta, GA Jul 2024 – May 2026
Delivered high-quality customer support, consistently improving customer satisfaction Managed high-volume inbound communications with speed and accuracy Resolved ticketing, account, and event-related concerns efficiently Utilized CRM systems to maintain detailed customer records and follow-ups Applied strong product knowledge to provide customized customer solutions CCS Advocate — Oak Street Health Remote (Charlotte, NC) Dec 2021 – Jun 2024
Scheduled patient appointments and coordinated transportation services Maintained HIPAA-compliant records and documentation Built strong patient relationships through compassionate communication Collaborated with multiple departments to resolve complex patient concerns Completed extensive training programs to improve service efficiency and quality CSR / Workforce Management — Wipro Chamblee Tucker, GA Apr 2014 – Mar 2021
Resolved 550+ customer inquiries weekly while meeting performance goals Provided Tier 1 and Tier 2 technical support and troubleshooting Assisted customers with activations, billing, and account management
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Mentored and trained new hires to support team development and retention Analyzed call volume trends to improve workflow and department efficiency Sales Associate / Home Goods Department Manager — Walmart College Park, GA
2006 – 2012
Managed daily operations within the Home Goods department Supervised merchandising, inventory control, pricing, and product displays Trained and mentored new associates on company procedures and customer service standards Maintained accurate stock levels and organized inventory replenishment Assisted customers with product selection, paint department services, and issue resolution Ensured department presentation met company standards and sales goals Supported leadership with scheduling, workflow coordination, and operational tasks EDUCATION
Cosmetology — Beauty College of America Forest Park, GA Jul 1993 – Apr 1994
Specialized in advanced coloring and styling techniques Participated in cosmetology competitions and showcase events Completed a two-year hands-on salon apprenticeship Vocational Diploma — North Clayton High School
Aug 1988 – Jun 1993
Awarded a full-paid scholarship upon graduation
Recognized by faculty for leadership and academic excellence SKILLS
Customer Service
Retail Management
Team Leadership
Inventory Management
Merchandising & Product Display
Workforce Management
Technical Troubleshooting
CRM Software
Communication Skills
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Conflict Resolution
Customer Retention
Problem Solving
Active Listening
Time Management
Multitasking
Adaptability
Staff Training & Development
Pricing & Inventory Control
Sales Support
Microsoft Office Suite
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