Summary
Overview
Work History
Education
Skills
Timeline
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Nichelle Dixon

Houston,TX

Summary

Dynamic Customer Experience Manager with a proven track record at Michaels, leveraging data analytics and customer empathy to enhance service delivery. Spearheaded process improvements that streamlined operations, resulting in increased customer retention and satisfaction. Skilled in cross-functional collaboration and training, fostering a culture of excellence and continuous growth within teams. Very outgoing and determined to do my very best at any job. Customer Service is my best experience. I love connecting with customers and having happy customers. Always striving for excellence.

Overview

7
7
years of professional experience

Work History

Customer Experience Manager

Michaels
07.2024 - Current
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Established performance and service goals and held associates accountable for individual performance.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
  • Increased employee retention through effective training and mentorship programs.
  • Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
  • Established cross-functional teams for improved communication between departments and better customer experiences.
  • Reduced response time to customer inquiries by optimizing support channels.
  • Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
  • Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
  • Implemented data-driven strategies to identify areas needing improvement in the customer journey.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Partnered with IT to enhance website usability, making it easier for customers to find information and request support.
  • Developed and delivered comprehensive training programs for new hires, ensuring consistent customer service experience.
  • Collaborated with product development team to incorporate customer feedback into future product iterations.
  • Conducted in-depth analysis of customer feedback to identify trends and areas for improvement.
  • Oversaw implementation of chatbot that provided instant answers to common customer queries, reducing wait times.
  • Led cross-functional meetings to align marketing, sales, and customer service strategies, fostering cohesive brand experience.
  • Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
  • Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
  • Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
  • Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
  • Implemented tiered support system that efficiently directed complex customer issues to specialized teams, improving resolution times.
  • Analyzed customer feedback data to identify trends and areas for improvement.
  • Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
  • Improved customer engagement with personalized communication strategies across multiple platforms.
  • Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
  • Initiated loyalty program that increased repeat business by rewarding frequent customers.
  • Negotiated with vendors to secure better service terms that enhanced overall customer experience.
  • Analyzed customer journey maps to pinpoint friction points and implemented strategies to smooth customer experience.
  • Reduced response time to customer inquiries by implementing advanced CRM system.
  • Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
  • Hosted monthly webinars to educate customers on product features and best practices, increasing product utilization.
  • Mentored local personnel on best practices and protocols to maximize productivity.
  • Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Created and managed social media campaigns to increase brand engagement.
  • Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.
  • Managed budget allocation and resource utilization to maximize marketing ROI.
  • Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
  • Optimized email campaigns to increase open and click-through rates.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
  • Coordinated with design and media teams to develop high-quality creative assets.
  • Conducted market research to identify new opportunities and target markets.
  • Wrote and distributed press releases to increase brand visibility.
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Devised content strategy to effectively engage target audiences.
  • Improved website visibility through development and implementation of SEO strategies.
  • Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
  • Generated sponsorships with related and partnering entities to enhance marketing objectives.

Sales Associate

Rainbows
09.2020 - 07.2024
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
  • Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
  • Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
  • Collaborated with team members to achieve monthly sales targets.
  • Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
  • Increased customer loyalty with personalized shopping experiences and attentive service.
  • Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
  • Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
  • Coordinated sales promotions and events to drive store traffic and increase sales volume.
  • Resolved customer complaints with patience and understanding, restoring customer confidence.
  • Initiated clienteling approach to build strong relationships with key customers, encouraging repeat business.
  • Engaged with customers through social media platforms to promote store events and new arrivals, expanding store reach.
  • Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
  • Led team meetings focused on sales techniques and product features, boosting overall team performance.
  • Fostered collaborative work environment, sharing best practices and sales strategies with new hires.
  • Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
  • Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
  • Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
  • Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
  • Monitored sales trends to adjust sales strategies and meet changing customer demands.
  • Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
  • Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
  • Managed inventory to ensure product availability, contributing to uptick in sales.
  • Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
  • Managed efficient cash register operations.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.

Cashier

Family Dollar
01.2018 - 08.2020
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Developed rapport and fostered brand loyalty by offering personalized service.
  • Increased sales of promotional items by informing customers about current offers.
  • Contributed to significant decrease in queue times by streamlining checkout process.
  • Enhanced customer service experience by efficiently processing purchases and returns.
  • Strengthened team morale and cooperation by assisting coworkers during peak hours.
  • Improved efficiency, organized checkout area for optimal workflow.

Education

Bunkie High School
Bunkie, LA

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics
  • Account management
  • Program improvement
  • Customer acquisition
  • Proficient in software
  • CRM software proficiency
  • Service design thinking
  • Engagement strategy development
  • Customer segmentation
  • Customer feedback management
  • Performance evaluations
  • Training and onboarding
  • Customer relationship management (CRM)
  • Decision-making
  • Staff management
  • Staff monitoring
  • Relationship building
  • Team recruiting and hiring
  • Business objective analysis
  • Strategic planning
  • Root-cause analysis
  • Customer retention strategies
  • Business needs analysis

Timeline

Customer Experience Manager

Michaels
07.2024 - Current

Sales Associate

Rainbows
09.2020 - 07.2024

Cashier

Family Dollar
01.2018 - 08.2020

Bunkie High School

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Nichelle Dixon