Summary
Overview
Work History
Skills
Certification
Timeline
Generic
Nichole Leland

Nichole Leland

Service Associate
Freeport,TX

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Successful professional with 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Expert Sales Leader equipped with proven skills in building and leading successful sales strategies. Offers deep understanding of financial market and current trends. Adapts easily to changing conditions with flexible, forward-thinking style.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Client Service Associate

LPL Financial
09.2022 - Current
  • Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
  • Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Sought ways to improve processes and services provided.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Prepared and submitted reports to keep management informed of sales activities and progress.
  • Contributed to business growth by identifying cross-selling opportunities for additional products and services.
  • Collaborated with sales teams to onboard new clients, providing a smooth transition experience for all parties involved.
  • Actively participated in team meetings and initiatives focused on continuous improvement across various areas of the business.

Business Owner

Leland Loves Clothes
09.2018 - Current
  • Established strong customer relationships through excellent communication and attentive service.
  • Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
  • Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
  • Put together realistic budgets based upon costs and fees for successfully operating business.
  • Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
  • Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Vice President, Small Business Consultant

Bank Of America
06.2017 - 10.2018
  • Identified funding opportunities for small businesses, assisting with grant writing and loan applications as needed.
  • Analyzed competitors'' strategies to help clients gain a competitive edge in their respective industries.
  • Evaluated client performance metrics, identifying areas for improvement and recommending actionable solutions.
  • Strengthened client relationships, resulting in repeat business and referrals, by consistently delivering high-quality consulting services.
  • Mentored and trained small business owners on best practices, contributing to their long-term success.
  • Developed comprehensive business plans for clients, resulting in increased revenue and growth.

Vice President, Financial Center Manager II

Bank Of America
08.2006 - 06.2017
  • Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
  • Checked facility, employee work and service levels to maintain compliance with company and industry standards.
  • Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
  • Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
  • Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
  • Interacted well with customers to build connections and nurture relationships.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Championed innovation in service offerings, continuously identifying emerging trends and incorporating them into the center''s operations to stay ahead of competitors.

Customer Service Manager

Wells Fargo
07.2000 - 08.2006
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.

Skills

  • Empathy and patience
  • Issue Resolution
  • Data entry proficiency
  • Outbound Calling
  • Sales Strategies
  • Customer Relationship Management (CRM)
  • Service Upselling
  • Calm and Professional Under Pressure
  • Sales expertise

Certification

  • FINRA Securities Industry Essentials
  • Licensed FINRA Series 7
  • Licensed NASAA Series 66
  • General Lines- Life, Accident, and HMO

Timeline

Client Service Associate

LPL Financial
09.2022 - Current

Business Owner

Leland Loves Clothes
09.2018 - Current

Vice President, Small Business Consultant

Bank Of America
06.2017 - 10.2018

Vice President, Financial Center Manager II

Bank Of America
08.2006 - 06.2017

Customer Service Manager

Wells Fargo
07.2000 - 08.2006

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Nichole LelandService Associate