NICHOLE ALLEN
Continuous Improvement Specialist
Woods Cross,UT
Summary
Professional Continuous Improvement Specialist offering 5 years of experience managing improvement process programs with 7 years leadership background. Successful in identifying problems to develop targeted solutions and implement employee training. Expert in identifying risks and developing solutions that reduce chances of potential issues.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Continuous Improvement Coordinator
Overstock.com Inc
Midvale, UT
04.2018 - 10.2023
- Improved processes across multiple departments to meet company goals for earnings, quality and completion.
- Assured consistent quality of production by testing, implementing and enforcing automated practice systems.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Analyzed project performance data to identify areas of improvement.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Changed existing Warranty processes and implemented new processes to recover $1.5B and improved efficiency by 70%
Incident Management Supervisor
Overstock.com Inc
Midvale, UT
07.2014 - 04.2018
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Resolved customer complaints while prioritizing customer satisfaction with score of 60% satisfaction or above.
- Generated customer satisfaction surveys to analyze results into action plans.
Customer Service Solutions & Escalations Specialist
Overstock.com Inc
Midvale, UT
09.2011 - 07.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of 60 + calls/day with minimal wait times.
- Built and managed relationships with key clients and partners to drive growth.
- Attended training programs to deepen professional skillset and assisted in training fellow colleagues and New Hires on existing and new training programs.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Science - Business Management
Western Governors University
10.2019 - Current
Skills
Business Process Analysis
Timeline
Bachelor of Science - Business Management
Western Governors University
10.2019 - Current
Continuous Improvement Coordinator
Overstock.com Inc
04.2018 - 10.2023
Incident Management Supervisor
Overstock.com Inc
07.2014 - 04.2018
Customer Service Solutions & Escalations Specialist
Overstock.com Inc
09.2011 - 07.2014
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