Brittanie Nichols
Peoria,AZ
Summary
Experienced customer care and sales professional with a proven track record in exceeding sales goals and enhancing customer experiences. Skilled in team leadership, developing and implementing sales strategies, and driving customer engagement. Holds an MS in Healthcare Administration and a BA in Communication, underlining a strong foundation in effective communication and leadership. Eager to leverage extensive sales and customer service expertise in a dynamic, growth-oriented company.
Overview
13
13
years of professional experience
Work History
Customer Care Associate
Opendoor
04.2023 - Current
- Assisted home buyers and real estate agents with product information to help with decision-making.
- Attained the top phone activity level, driving the highest number of home sales on team in second month.
- Managed and presented team metrics, initiating a motivational 'weekly winner' and 'monthly rock star' recognition program.
- Achieved real estate agent licensure as the first team member, boosting team credibility with buyers and agents.
Consumer Experience Partner
Opendoor
Phoenix, AZ
03.2022 - 04.2023
- Achieved 114% of the contract goal for Q2 of 2022, 2,404 touchpoints, and a 94.12% fast response time to customers.
- Delivered high-quality service to customers by approaching each meeting as a listening and teaching opportunity. I anticipate customer needs, and communicate proactively.
- Maintained a positive attitude and outlook during a difficult year for the industry, and my first year working in it. I understand the cycle of a sales environment well, and I'm not easily discouraged when I have to work a little harder to see results.
Account Development Consultant
American Express, Global Commercial Services
Phoenix, AZ
10.2019 - 01.2022
- Defined appropriate metrics and measurements to drive results.
- Achieved 128% of sales expectations in 2020, and 112% of sales expectations in 2021.
- I mentored a new hire in 2021 and led team meetings for the supervisor when he was out of the office.
- I was asked to share and present conversational tips with my department after earning one of the largest sales in 2020.
Small Business Consultant • Sales Representative
Paychex Inc
10.2018 - 10.2019
- Paychex exceeded sales unit goals for Fiscal Year 2019.
- Ranked in the top 10% of rookies who started at the same time I did for Fiscal Year 20.
- I was asked to conduct field rides and train new hires within the first six months in the role.
- Frequently called upon to share strategies for telemarketing to set appointments.
University Counseling Manager
Grand Canyon University
02.2014 - 10.2018
- Developed employees to achieve their maximum potential, resulting in the most employee promotions out of my team in the College of Nursing in 2017 and 2018
- Created a positive work environment and had one of the lowest attrition rates in my department
- Consistently measured and reported data and set clear expectations for daily work habits
- Excelled in coaching and mentoring counselors and peers.
- Created reports to help other managers diagnose issues on their teams and implement change
- I was asked by a Vice President to roll out a training that I created on best conversational practices for servicing online students. Roughly 250 counselors attended the training and many of them reached out to me afterward to request one on one coaching, which I was happy to do for them.
- Delegated specific extra roles to empower individual reps
University Counselor
Grand Canyon
01.2012 - 02.2014
- Progressed from new hire counselor to Team Lead in 90 days
- Served as a leader by conducting monthly trainings, weekly team meetings, and assisted other counselors with enrollment best practices
- Tracked movement and activity of the team and reported to direct supervisor on a weekly basis
- Worked with supervisor to discuss strategies for motivating the team to exceed goals
Education
MS - Healthcare Administration
Grand Canyon University
BA - Communication
McPherson College
Skills
- Communication
- Sales driven
- Experience in leadership
- Conflict Resolution
- Collaboration
- Active listening
- Public Speaking
- Creating Positive Environment
- Building Trust
- Motivates others
- Professional Development
References
References Available upon request
Interests
- Serving- City View Church (current)- Women's Ministry- I help plan and organize events and serve during the events.
Timeline
Customer Care Associate
Opendoor
04.2023 - Current
Consumer Experience Partner
Opendoor
03.2022 - 04.2023
Account Development Consultant
American Express, Global Commercial Services
10.2019 - 01.2022
Small Business Consultant • Sales Representative
Paychex Inc
10.2018 - 10.2019
University Counseling Manager
Grand Canyon University
02.2014 - 10.2018
University Counselor
Grand Canyon
01.2012 - 02.2014
MS - Healthcare Administration
Grand Canyon University
BA - Communication
McPherson College
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