Nichole Call
Cubic Transportation Systems
Fayetteville,TN
10
years of professional experience
Strategic operations leader with expertise in team supervision, staff development, and performance management. Skilled in collaborating with clients to enhance processes and system functionality. Focused on leveraging leadership and reporting capabilities to drive continuous improvement and elevate service delivery in a supervisory or management capacity.
Work History
Customer Service Representative Lead/Trainer
4 Years 2 Months- Managed and coached team of 10+ employees, overseeing daily workflow and approving attendance and time off
- Conducted interviews, onboarded new hires, and developed training materials to support employees’ growth and performance
- Monitored key performance indicators (KPIs), prepared reports, and implemented performance improvement plans to enhance team outcomes
- Collaborated with clients and partners to address operational needs and ensure service quality
- Identified and escalated system issues, coordinated implementation of fixes, and partnered with stakeholders on system enhancements and updates
- Maintained operational queues, processed casework, and provided subject-matter expertise for image review inquiries
- Planned employee engagement activities and initiatives to boost morale and strengthen team culture
- Coordinated mandatory and voluntary overtime schedules to meet business demands while maintaining staffing efficiency
- Tracked and communicated new plate and syntax requirements to support ongoing system updates and compliance
Administrative Assistant
5 Months- Arranging meetings, appointments, and executive travel.
- Preparing and editing letters, reports, memos, and emails.
- Develop and maintain an accurate filing system.
- Executed errands to procure supplies and documents, ensuring timely availability for office operations.
- Update and maintain office procedures.
- Managed reception area, greeting visitors and addressing inquiries to create a welcoming atmosphere.
- Provided assistance to guests, enhancing visitor experience and satisfaction.
- Monitored petty cash transactions to ensure accurate record-keeping.
- Facilitated team interactions to ensure project alignment.
Customer Service Representative/Image Reviewer
3 Months- Identified an average of 2400 images daily, consistently meeting or exceeding accuracy standards.
- Identified license plate numbers, states, and plate types, accurately entering prefixes for all license plates from 50 states for automobiles, trucks, and motorcycles.
- Monitored image quality and provided actionable feedback to supervisor, enhancing picture clarity from toll lane cameras.
- Followed company procedures to void unreadable images.
- Assist with training new clerks and cross-train in other areas.
General Office Administrator/Cashier, Collections Account Manager and Sales Specialist
1 Year 6 Months- Assisted customers in securing auto financing by qualifying potential customers and relaying information to the manager for approval.
- Executed collection processes for assigned accounts, reducing delinquency by addressing past due accounts through effective repair processes and sales skills.
- Accountable for reducing delinquency for assigned accounts, develop and execute collection processes on past due accounts.
- Provide customer service regarding collection issues, process and review account adjustments, resolve client discrepancies and short payments.
- Monitored assigned accounts, conducting customer calls, processing account adjustments, managing small balance write-offs, and ensuring accurate customer reconciliations and credit memos.
- Ensure follow up calls at regular intervals until the payments are realized.
- Prepared daily deposit reports, ensuring accuracy of collected funds and timely submission of accounting information to comptroller.
- Responded to incoming phone calls to address customer inquiries, processed cash payments, and handled payments over the phone.
- Assist sales personnel with temp tags, oil coupon books, etc.
- Process all invoices and repair orders through DealerTrack.
- Managed a $300 petty cash fund and a $100 cash drawer.
Assembly Line
5 Months- Worked as a member of the assembly group and shifted between work stations based on production needs to reduce fatigue.
- Assembled motor vehicles on the moving assembly line by performing various repetitive tasks according to specifications with hand tools, power tools, welding equipment, and production fixtures.
- Mastered various aspects of the production process through hands-on experience across multiple stations on the assembly line.
Education
Bachelor’s Degree - Social Science w Elementary Education Concentration
12 Credit Hours completed.
Skills
Call center experience
Training and curriculum development
Recruiting
interviewing
and onboarding
Performance management and coaching
Issue escalation and follow-through
KPI tracking and data reporting
Process improvement and queue management
Team leadership and people management
Time management and multitasking
Timeline
Customer Service Representative Lead/Trainer
Cubic Transportation Systems
05.2022 - CurrentRead More
Administrative Assistant
EC Design and print
03.2019 - 08.2019Read More
Customer Service Representative/Image Reviewer
Cubic Transportation Systems
10.2018 - 01.2019Read More
General Office Administrator/Cashier, Collections Account Manager and Sales Specialist
Drive Now, Alexander Automotive Group, Ascent Financial, and Automasters
04.2017 - 10.2018Read More
Assembly Line
Nissan North America
11.2016 - 04.2017Read More
Ashford University
Bachelor’s Degree from Social Science w Elementary Education Concentration
Read More