Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brianna Nicholson

Charlotte,NC

Summary

Dedicated and results-oriented professional with a proven track record in customer service and team leadership roles. Over 8 years of experience in providing exceptional customer support while successfully leading and motivating teams to achieve and exceed performance targets. Adept at fostering a positive and collaborative team culture, implementing process improvements, and ensuring high levels of customer satisfaction. Skilled in effective communication, problem-solving, and adapting to dynamic work environments. Seeking a challenging position where leadership skills, customer-centric approach, and commitment to excellence can contribute to the success of the organization.

Overview

9
9
years of professional experience

Work History

Team Lead - Medicare Insurace Call Center

Tranzact Insurance Solutions
08.2021 - Current
  • Led a high-performing sales team of 70 agents in the Medicare insurance sector, consistently exceeding sales targets.
  • Achieved and consistently exceeded monthly and quarterly sales targets, surpassing revenue goals by an average of 10%.
  • Conducted regular sales meetings to communicate goals, share best practices, and provide training on new products and industry updates.
  • Coached and mentored sales representatives to enhance their selling skills and achieve individual targets.
  • Analyzed sales data to identify trends, opportunities, and areas for improvement.
  • Ensured compliance with industry regulations and company policies.

Customer Service Representative

Windstream
02.2017 - 08.2021
  • Provided outstanding customer service to clients, addressing inquiries, resolving issues, and ensuring customer satisfaction.
  • Demonstrated expert knowledge of Windstream products and services to assist customers with their telecommunications needs.
  • Handled a high volume of approximately 30 inbound calls daily, emails, and chat inquiries in a timely and professional manner.
  • Collaborated with cross-functional teams to escalate and resolve complex customer issues.
  • Consistently met and exceeded performance metrics, including call resolution time and customer satisfaction ratings.

Sales Manager

Carolina Fresh Water
06.2015 - 02.2017
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.

Education

High School Diploma -

Ninety Six High School
Ninety Six, SC
06.2011

Skills

  • Performance Monitoring
  • Regulatory Compliance
  • Production Monitoring
  • Schedule Management
  • Adaptability
  • Goal setting
  • Sales strategy
  • Problem solving
  • Team building
  • Active listening

Timeline

Team Lead - Medicare Insurace Call Center

Tranzact Insurance Solutions
08.2021 - Current

Customer Service Representative

Windstream
02.2017 - 08.2021

Sales Manager

Carolina Fresh Water
06.2015 - 02.2017

High School Diploma -

Ninety Six High School
Brianna Nicholson