Corporate Training - Customer Service Manager - Social Media team

NY Nicolette Young

Dallas, TX ***** 214-***-**** ad8djm@r.postjobfree.com

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SUMMARY Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proactive and hardworking individual focused on continuous operational improvement.

HIGHLIGHTS Evaluation of data collection

Customer Retention Strategies

Exceptional interpersonal skills

Team Leadership

Data Management Familiarity

Issue Resolution

Best Practice Implementation

Coaching and Counseling

Policy and Procedure Adherence

Customer Service

Escalation Management

EXPERIENCE ADVOCACY MANAGER 06/2022 to CURRENT

Goldman Sachs Richardson, TX

Delivered feedback to decision-makers regarding employee performance and training needs.

Accomplished multiple tasks within established timeframes. Cross-trained existing employees to maximize team agility and performance. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Clarified customer issues and determined cause of problems to resolve product or service complaints.

Managed over 50 customer calls per day and maintained 100% satisfaction/compliance rating.

TEAM LEAD LENNOX COSTCO MEMBER SUPPORT 01/2018 to 12/2021 Lennox Industries Richardson, TX

Followed up proactively with customers and verified full resolution of technical issues. Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Followed through on all critical inter-departmental escalations to increase customer retention rates.

Trained new personnel regarding company operations, policies and services. Maintained 100% About Face call scoring for over year. Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.

Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

OFFICE MANAGER 05/2014 to 11/2018

Red Oak Dental Red Oak, TX

Oversaw facilities and equipment cleanliness and safety for optimal patient protections. Identified and communicated customer needs to supply chain capacity and quality teams.

Supervised and performed human resource management functions for six subordinates.

Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations. Established team priorities, maintained schedules and monitored performance. Set aggressive targets for employees to drive company success and strengthen motivation.

Assisted in seeing over 50 patients daily and maintaining records accordingly. OFFICE MANAGER/TAX ASSOCIATE 02/2008 to 04/2014

Ron Allen CPA, PC Dallas, TX

Reviewed and analyzed client data and accurately prepared income tax returns and tax research.

Delivered comprehensive tax documentation required for accurate individual and corporate returns.

Developed in-depth knowledge of client business and industry through direct interaction while working on various aspects of engagement. Secured and properly handled confidential data to protect against unauthorized access, improper transmission and unapproved disclosure. Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.

Offered clients recommendations to reduce tax liabilities. Increased productivity by 30%, resulting in larger clientele. EDUCATION Associate of Science 05/2005

Richland College, Dallas, Tx

High School Diploma 05/2001

First Baptist Academy, Dallas, Tx

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