Mary Nichols
Westerville,OH
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Dunkin-Assistant Manager
Gilligan Company
2023.02 - Current
- Oversees Brand Training Programs, schedule, train, validate, certify team and shift lead staff
- Ensures Brand standards, recipes and systems are executed
- Creates and maintains a guest focused culture in the restaurant
- Review guest feedback results and implement action plans to drive improvement
- Communicates restaurant priorities, goals and results to restaurant team members
- Completes weekly inventory and orders needed supplies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Senior Member Advocate-Aetna
CVS Health
2020.08 - 2023.12
- Consistently ranked as a top performer within the customer service team, achieving outstanding results in key performance metrics
- Maintained an exceptionally high customer satisfaction rate by advocating for members
- Consistently exceeding departmental benchmarks
- Demonstrated exceptional problem-solving skills by efficiently resolving complex customer inquiries and concerns
- Assisting care management team by proven ability to handle a high volume of customer interactions while maintaining a positive and professional demeanor
- Recognized for consistently meeting or surpassing individual and team goals, including call resolution times and customer feedback ratings
- Actively contributed to process improvements and training initiatives, sharing expertise to enhance team performance.
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
- Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
- Educated members on available resources and services, increasing their engagement with the organization.
- Assisted in updating company policies as necessary based on feedback received from members directly or through ongoing trend analysis efforts within our team.
Lead Collection Specialist
Discover Financial Services- New Albany, OH
2016.11 - 2020.08
- Maintaining compliance when speaking with customers.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Mentored junior collection specialists, contributing to a number high-performing team environment.
- Led a team of collection specialists, consistently achieving or exceeding departmental targets and goals.
- Negotiated payment plans with customers to achieve mutually beneficial outcomes for both parties.
- Oversaw the review of outstanding account balances regularly, prioritizing cases based on risk factors such as age of debt or likelihood of repayment.
Lead Direct Support Professional
Cornerstone Services Inc
2011.11 - 2016.09
- Strengthened overall program effectiveness by actively participating in staff training sessions, workshops, and meetings.
- Enhanced client self-esteem by acknowledging achievements regularly and celebrating milestones as part of the ongoing support process.
- Maintained accurate documentation on all aspects of client care to ensure compliance with regulations and facilitate interdisciplinary collaboration.
- Managed challenging behaviors effectively using approved crisis intervention techniques to maintain a safe environment for clients and staff members alike.
- Enhanced client independence by implementing individualized support plans and goal-setting strategies.
- Contributed to team success by consistently demonstrating professionalism, responsibility, adaptability, and initiative in the workplace.
- Served as a mentor for new staff members by providing guidance, sharing knowledge, and modeling best practices in direct support.
- Developed strong relationships with clients'' families to foster trust, open communication, and continuity of care.
- Ensured client safety and well-being by diligently monitoring living spaces and proactively addressing potential hazards or concerns.
Assistant Manager
Fashion Bug
2009.05 - 2011.11
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
HIGH SCHOOL DIPLOMA -
Joliet Central High
05.2010
Skills
- Proficient in all Microsoft office applications
- Active listening
- Constructive criticism
- Interpersonal communication
- Public speaking
- 40 WPM
- Project planning
- Team Leadership
- Money Handling
- Customer Relations
- Product and service knowledge
- Staff Training and Development
- Employee Scheduling
- Customer Relationship Management (CRM)
- Compliance understanding
- Project Management
- Financial Management
- Hiring and Training
- Time Management
- MS Office
- Training and Development
- Negotiation and Conflict Resolution
Websites
Pronouns
She/Her
Timeline
Dunkin-Assistant Manager
Gilligan Company
2023.02 - Current
Senior Member Advocate-Aetna
CVS Health
2020.08 - 2023.12
Lead Collection Specialist
Discover Financial Services- New Albany, OH
2016.11 - 2020.08
Lead Direct Support Professional
Cornerstone Services Inc
2011.11 - 2016.09
Assistant Manager
Fashion Bug
2009.05 - 2011.11
HIGH SCHOOL DIPLOMA -
Joliet Central High
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