Nichole Shorts
Washington,DC
Summary
Extremely focused on completing work to consistently exceed targets. Reliable, loyal dedicated team member accustomed to taking on challenging tasks to ensure business success. An accomplished professional bringing proven expertise in operations and practices while managing activities with good understanding of current needs and future targets. I offer excellent project management and team leadership abilities. A team player with a strong background in public relations, customer service call center, cash and credit card handling. I work well independently to handle assignments and will always be ready to go beyond basic assignments. I am a quick learner with great computer abilities. Focused effectively on attention to detail with a hardworking approach. I will bring strengths in handling work independently and solving routine problems without oversight. I am excited to offer my expertise in public relations and customer skills, I have an ability to adapt in any situation and to quickly learn new processes and procedures. Valued Assistant Project Manager addresses complex obstacles with experienced insight and anticipation. Demonstrates knowledge of quality management principles through clear communication of task expectations and informed suggestions for process optimizations. Determined advocate of safe and ethical work environment for staff to comfortably accomplish project objectives according to organizational standards.
Overview
14
14
years of professional experience
Work History
Asst. Project Manager
Skoda Contracting
08.2021 - 07.2024
- Coordinating Contractor for Washington Gas serving the State of Maryland.
- Processed and inputted data for constant contact with Washington Gas managers and supervisors
- Coordinated multiple job sites daily, weekly monthly
- Coordinated with internal team about ongoing and upcoming projects and events
- Coordinated meetings with involved parties for maximum understanding before scope of work was performed
- Locate and approve markings before crews can complete repairs
- Advised General Manager of overall project status and progress against goals
- Monitored performance and training of new employees in the department
- Coordinated and Managed BCA Projects
- Duties include office and field work with assigned vehicle
- Identified schedule, budget and resources needed to launch projects defined in scope of work
- Facilitated communication between project team members and management to minimize errors and delays
- Managed project timelines, meeting agendas and next steps to move cross functional projects forward
- Managed and motivated project staff to deliver needed output meet expected and achieve scheduled goals and targets.
- Developed and maintained project documentation for reliable records.
- Generated weekly and monthly status reports for helpful progress tracking.
- Monitored project progress, identified risks and took corrective action as needed.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Partnered with project team members to identify and quickly address problems.
- Reported regularly to managers on project budget, progress and technical problems.
- Documented project progress to fulfill project requirements and establish traceability.
- Maintained open communication by presenting regular updates on project status to customers.
- Updated customers and senior leaders on progress and roadblocks.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Developed and implemented project plans and budgets to ensure successful execution.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Identified and resolved risks to minimize project disruption.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Led team meetings to assess project progress and plan appropriately to meet delivery targets.
- Devised and implemented attainable schedules, timelines and milestones for on-track projects.
- Monitored and tracked project metrics and collected data to share with project members.
- Mentored and guided staff to enhance performance and exceed customer expectations.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Facilitated workshops to collect project requirements and user feedback.
Call Center Representative
DC Department Of Health
01.2021 - 07.2021
- Answered national call center relating to Covid-19 questions and concerns in Washington DC and surrounding states
- Assigned appointment times for callers to receive vaccine at locations in the DC area
- Answered numerous calls related to Covid regarding rules and regulations
- Maintaining a healthy and neutral conversation flow with each caller
- Helped callers to receive necessary essentials to ease distress during the Pandemic
- Maintained grace and efficiency in fast-paced high call-volume environment with very detailed expectations
- Assisted with training and support for new call center team members
- Maintained excellent customer satisfaction rate throughout course of employment with 100%
- Researched customer issues to determine potential solutions and provided high-caliber customer service
- Followed escalation procedures to facilitate resolution for each caller
- Processed orders and coordinated delivery with each recipient with necessities during the pandemic
- Completed numerous calls per day following scripts and maintaining good call control at all times.
- Met customer call guidelines for service levels, handle time and productivity.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded proactively and positively to rapid change.
- Attended telephone skills and program information training sessions to boost aptitude.
- Boosted customer service satisfaction ratings through consistent quality control.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
Concierge Supervisor
Marriott International
05.2010 - 10.2020
- Managed communications between team members, customers and vendors to keep operations efficient and successful
- Satisfied customers by delivering speedy and expert service for all of their exceptional needs
- Lead teams through routine operations and unexpected challenges with strong decision-making skills and expert knowledge
- Maintained daily cash handling procedures pertaining to Marriott and customers/guests
- Dealt with credit card handling daily with guest/customer transactions at my facility and prior to arrival
- Maintained exceptional loyalty to my customers/guests while dealing with their personal and private information
- Satisfied customers every day with fast, friendly, and knowledgeable support for all of their individual and family needs
- Guided visitors to staff members and business locations with a warm personable approach
- Answered multiple calls in our call center and directed each call to appropriate team member
- Answered and navigated each call received from customers at facility and customers prior to arrival
- Helped resolve problems in any and every situation and by carefully and privately collecting information and developing knowledgeable solutions
- Reviewed activities regularly to identify opportunities for improvement
- Developed and communicated standard operating procedures to the team including other departments daily
- Helped manage and improve area operations by sharing customer/guest feedback and contributing new ideas
- Reviewed the incoming orders and assigned work to the appropriate departments to maintain the demanding schedule
- Developed and communicated standard operating procedures to the team
- Updated records with current business procedures and descriptive information for effective business record keeping
- Helped resolve problems by carefully collecting information and developing knowledgeable solutions
- Prevented service delays by effectively using slow periods to get ahead of routine tasks such as restocking supplies and communicated with outside vendors and companies
- Consulted with customers to understand desires and suggest best products to meet needs
- Ordered, organized, and rotated supplies
- Taught new employees important procedures and policies as a New Hire Trainer
- Collaborated well with team members to carry out daily assignments and achieve team targets
- Received and routed incoming mail, packages, deliveries and calls daily
- Filed records to keep system efficient and information organized
- Kept inventory levels optimized and supplies organized for forecasted demands
- Supported operations by completing assignments with strong focus on quality and performance
- Carried out high-quality work assignments with little oversight
- Protected business from unnecessary liability by carefully following security and safety standards
- Determined team targets and implemented plans to achieve goals at individual and group level
- Met targets consistently by working hard and with strong attention to detail
- Recognized and took advantage of opportunities to increase business revenue
- Gained expert knowledge of industry operations, market conditions, and trends
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
- Kept work area organized and clutter-free
- Maintained and updated files and records to support efficient daily operations
- Maintained good working relationship with co-workers and upper management
- Completed assigned tasks with little or no supervision
- Carried out high-quality work with little oversight
- Maintained a very high level of security and trust with the guests and customers.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Responded to guest inquiries to maximize guest satisfaction.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Implemented and developed ticketing support and phone systems.
- Conducted competitive research to understand best practices and potential differentiators.
- Handled customer complaints to satisfy and retain guests.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Collaborated with various team members to meet guests' requests.
- Trained and supervised staff to provide highest level of customer service.
- Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
Education
Business Administration And Management
North Carolina Agricultural And Technical State Un
1601 E Market St Greensboro NC 27411High School Diploma - Psychology and Business
Fairmont Heights High School
MdSkills
- Customer relations
- Problem-solving
- Policy enforcement
- Attention to detail
- Verbal communication
- Multitasking
- File updating
- Supply management
- Cash and Credit Card Handling
- Public Relations
- Team Management
- Cash Handling
- Administrative Experience
- Customer service
- Retail management
- Hospitality
- Guest services
- Phone etiquette
- Data entry
- Supervising experience
- Front Desk
- Shift Management
- Human Resources
- Basic math
- English
- Management
- Leadership
- Recruiting
- Store Management Experience
- Microsoft Outlook
- Interviewing
- Microsoft Office
- Quality Assurance
- Computer literacy
- Project Management
- Communication skills
- Live chat
- Conflict management
- Customer support
- Research
- Writing skills
- Personal assistant experience
- Assessments
- Customer focus & orientation — Expert
- January 2021
- Responding to customer situations with sensitivity
- Full results: Expert
- Attention to detail — Highly Proficient
- Identifying differences in materials, following instructions, and detecting details among distracting
- Information
- Full results: Highly Proficient
- Customer service — Highly Proficient
- December 2020
- Identifying and resolving common customer issues
- Following directions — Highly Proficient
- August 2020
- Following multi-step instructions
- Administrative support professional fit — Proficient
- Measures the traits that are important for successful administrative support professionals
- Full results: Proficient
- Warehouse shift leader — Highly Proficient
- Supervising warehouse staff and maintaining safety and security standards
- Front desk agent (hotel) — Expert
- Selecting hotel rooms based on verbal requests and identifying errors in hotel data
- General manager (hospitality) — Expert
- Solving group scheduling problems and reading and interpreting P&L statements
- Cashier skills — Highly Proficient
- Counting cash, processing transactions, following written procedures, and attending to details
- Administrative assistant/receptionist — Highly Proficient
- February 2021
- Using basic scheduling and organizational skills in an office setting
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued
- Development in any professional field
- Risk Management
- Meeting Coordination
- Employee Motivation
- Office Supplies and Inventory
- Verifying Time Sheets
- Client Meetings
- Client Interfacing
- Procedural Updates
- Milestone Management
- Status Meetings
- Production Work
- Corporate Regulations
- Project Assistance
- Payroll Operations
- Status Updates
- Creative Solutions
- Timely Project Completion
- Quality Control
- Collaborative Leadership
- Schedule Coordination
- Purchasing and Procurement
- Shift Coverage
- Operational Standards
- Production Standards
- Leading Projects
- Project Reporting
- Project Development
- Employee Timesheet Processing
- Subcontractor Management
- Event Logistics
- Team Meetings
- Subcontractor Relations
- Kickoff Meetings
- Maintaining Clean Work Areas
- Best Practices and Standards
- Project Resource Recommendations
- Client Relationships
- Expense Approval
- Site Visits
- Predictive and Preventive Maintenance
- Project Planning Oversight
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Asst. Project Manager
Skoda Contracting
08.2021 - 07.2024
Call Center Representative
DC Department Of Health
01.2021 - 07.2021
Concierge Supervisor
Marriott International
05.2010 - 10.2020
Business Administration And Management
North Carolina Agricultural And Technical State Un
High School Diploma - Psychology and Business
Fairmont Heights High School
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