NICHELLE J GERMAN
Volunteer Manager
East Providence,RI
Additional Information
401-301-3711
nyeloki@gmail.com
Summary
Committed Volunteer Manager with years of experience offering management capabilities in volunteer capacity. Leads team of other volunteers and contributors, collaborating with sponsors to keep program on target towards objectives. Passionate about building community through personal initiative.
Overview
1
1
year of post-secondary education
9
9
years of professional experience
Work History
Volunteer Manager
Department Of Art, Culture And Tourism
Providence, RI
01.2019 - Current
- Recruited, trained and managed volunteers for PVD festivals and all special projects as assigned.
- Supported volunteers by providing training, mentoring, developing and delivering resources and identifying and cultivating partnerships to support volunteers.
- Screened volunteers applying for service, interviewing, reviewing application documents and running background checks on prospective volunteers.
- Held volunteer seminars and training sessions to promote solidarity between volunteers and understanding of mission and goals of organization.
- Attended community functions to promote awareness of organization and goals,recruit volunteers and expand network of donors and volunteers.
- Planned and documented all volunteer training provided, designing training programs.
- Assisted program managers and sponsors with entering client data into CRM and taking clients' calls and referrals.
- Recruited and trained new volunteers on volunteer program goals and objectives.
- Met with staff and department managers to maintain currency on volunteer opportunities within each department.
- Managed and maintained detailed volunteer database
Customer Service Support Representative
Temporary Agencies
01.2018 - 01.2019
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Coordinated policies and procedures to target current and future needs of organization.
- Mentored new employees while supporting complex dedicated suite of products and services.
- Developed employee skills development guidelines to deliver best-in-class customer experience.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- 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.
Helpdesk Administrator
Citizens Bank
Cranston, RI
01.2014 - 01.2017
- Recruited, trained and supported help desk technicians and representatives.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Used ticketing systems to manage and process support actions and requests.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Trained end-users of ITSM and ITSS on use, functionality and application to business problems.
- Provided on-call support for critical disaster recovery issues.
- Managed help desk consisting of 15 employees and conducted performance evaluations.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Scheduled staff and delivered training materials and information.
Customer Service// Trainer//Provisioning Specialist
Citizens Bank
01.2011 - 01.2013
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Maintained financial accounts by processing customer adjustments.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Increased efficiency and team productivity by promoting operational best practices.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Education
Associate of Science - Business
University of The People
Pasadena, CA 05.2020 - Current
Skills
Volunteer recruitment strategy
Risk management
Interpersonal communication skills
Mission-oriented
Client relationship management
Volunteer orientation and onboarding
Relationship building
Volunteer tasking
Volunteer coordination
Interviewing skills
Written and verbal communication
Proficient in Word, Excel, Zoom and Google Meets
Conflict resolution
Report preparation
Sales expertise
Complaint resolution
International sales support
Creative problem solving
Technical Support
Administrative support
Money handling abilities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If man hasn’t discovered something that he will die for, he isn’t fit to live.
Martin Luther King, Jr.
Timeline
Associate of Science - Business
University of The People
05.2020 - Current
Volunteer Manager
Department Of Art, Culture And Tourism
01.2019 - Current
Customer Service Support Representative
Temporary Agencies
01.2018 - 01.2019
Helpdesk Administrator
Citizens Bank
01.2014 - 01.2017
Customer Service// Trainer//Provisioning Specialist
Citizens Bank
01.2011 - 01.2013