Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicola Abrams

Melissa

Summary

Customer Service Lead with a strong background in client representation and support. Skilled at building trusted relationships, ensuring high retention rates, and driving business growth through upselling and referrals. Proven ability to oversee projects and serve as a liaison between clients and teams for marketing and website initiatives.

Overview

24
24
years of professional experience

Work History

Direct Support Professional

SCO Family Services
10.2020 - 12.2024
  • Provide hands-on assistance with activities of daily living (ADLs), including bathing, dressing, grooming, toileting, and feeding, while promoting independence and dignity.
  • Follow individualized care plans and behavior support strategies as outlined by the Program Administrator and licensed staff.
  • Adhere to all state and federal regulations, including certified nurse’s aide standards and policies governing the care of individuals with disabilities.
  • Foster a positive and respectful environment by building trusting relationships with residents, families, and interdisciplinary team members.

Client Relationship Management

SAKs Fifth Avenue
09.2019 - 12.2020
  • Establish and maintain relationships with clients by offering tailored shopping experiences based on their style preferences and lifestyle requirements.
  • Perform client consultations to understand their fashion interests, wardrobe needs, and upcoming events, aiming for a curated shopping experience.
  • Work with the fulfillment team to ensure accurate and prompt delivery of client purchases, whether for in-store pickup, home delivery, or international shipping.

Case Manager

Elmy’s Special Services
01.2017 - 09.2019
  • Managed service coordination for clients with disabilities.
  • Designed individualized service plans compliant with OPWDD regulations.

AML CONSULTANT

Various Financial Institutions
09.2000 - 09.2019
  • Conducted in-depth customer due diligence (CDD) and enhanced due diligence (EDD) to identify and mitigate financial crime risks.
  • Monitored, analyzed, and investigated suspicious transactions, identifying potential money laundering and financial crime risks.
  • Utilized advanced analytics and AML monitoring tools (e.g., Actimize, MANTAS, Norkom) to detect unusual transaction patterns.
  • Conducted in-depth investigations and drafted SARs, ensuring timely and accurate reporting to FinCEN and regulatory authorities.

Medical Staff Associate

Kingsbrook Hospital
09.2000 - 08.2018
  • Increased staff efficiency by providing ongoing training in clinical procedures and best practices.
  • Streamlined administrative duties by organizing medical files, updating databases, and processing paperwork efficiently.
  • Managed inventory levels of medical supplies in the facility by tracking usage patterns and placing timely reorders.
  • Enhanced patient care by maintaining thorough and accurate medical records for all patients.

Education

MS - Organizational Management

THE UNIVERSITY OF ARIZONA GLOBAL CAMPUS
09.2025

BS - Social Science, minor in Psychology

ST. FRANCIS COLLEGE
08.2002

Skills

  • Oncology & Rare Disease Sales Exposure
  • Remote Sales & Territory Management
  • Client retention strategies
  • CRM Systems, Analytics & Reporting
  • Regulatory compliance in sales
  • Clinical Communication & Education
  • Cross-Functional Collaboration
  • Market Access & Formulary Optimization

Timeline

Direct Support Professional

SCO Family Services
10.2020 - 12.2024

Client Relationship Management

SAKs Fifth Avenue
09.2019 - 12.2020

Case Manager

Elmy’s Special Services
01.2017 - 09.2019

Medical Staff Associate

Kingsbrook Hospital
09.2000 - 08.2018

AML CONSULTANT

Various Financial Institutions
09.2000 - 09.2019

BS - Social Science, minor in Psychology

ST. FRANCIS COLLEGE

MS - Organizational Management

THE UNIVERSITY OF ARIZONA GLOBAL CAMPUS

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