NICKI CARNEY
Mount Washington,KY
Summary
High-performing, strategic-thinking professional with more than ten years' experience in customer service and management. Proven history of first-rate integrity, natural leadership and the ability to encourage others to build a strong work ethic. Very personable and professional under pressure and able to maintain a positive attitude while delivering superior customer service. Possesses easily transferable skills such as organization, adaptability, teamwork, communication skills, self-motivation excellent typing skills, and great time management.
Overview
18
18
years of professional experience
Work History
Director of Operations and Event Sales
All Star Outfitters
10.2021 - 08.2024
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Developed systems and procedures to improve operational quality and team efficiency.
- Efficiently entered inventory into data online system
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Assisted onsite event sales managers with travel needs including but not limited to hotels, flights, and rental cars
Customer Service Representative
Humana
11.2020 - 10.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained and managed customer files and databases.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Event Sales and Customer Service Director
All Star Outfitters
09.2017 - 10.2020
- Retained all previous manager responsibilities and added additional set of tasks with new director title
- Developed and designed eye-appealing merchandise and displays for on-site merchandise sales
- Received shipments, stocked and packed large merchandise orders to be sent to events using strong organization and planning skills, all while meeting urgent deadlines
- Achieved revenue targets by coaching employees on promotional strategies
- Motivated employees and managers to obtain great customer relations even during stressful situations
- Helped managers improve area operations by sharing customer feedback and contributing new ideas
- Managed and trained over 10 workers while maintaining outstanding quality control practices
- Applied functional and technical expertise and knowledge of performance standards to provide on-the-job training to team members
- Implemented formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high
- Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, addressing and resolving issues.
Event Sales and Customer Service Manager
JamBrands, Varsity
09.2006 - 09.2017
- Answered customer questions and handled complaints over the phone and in person, using company policies and excellent problem-solving skills
- Excelled as a team leader with a staff of over 15, brainstorming and developing new ideas together
- Delivered great customer service by meeting people's needs and wants with great interpersonal skills and the ability to listen well
- Worked a cash register, helped customers, and answered staff questions with ease in a fast-paced retail setting using multitasking skills
- Matched design sketches with the proper arrangement of properties, furniture, merchandise, backdrops, or other accessories
- Developed solid relationships with staff, customers, and vendors
- Satisfied customers every day with fast, friendly, and knowledgeable support for merchandise needs
- Applied detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for the senior management team
- Stepped in to answer phone calls and assist with other office duties during periods of heavy workflow.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Skills
- Self Motivated
- Focused on customer service and retention
- Excellent problem solving abilities
- Typing proficiency
- Exceptional verbal/written communication
- Self-directed
- Extremely reliable and dedicated
- Strong multi-talking skills
- Data Management experience using excel, word and outlook
- Ability to remain calm and positive during stressful interactions
Timeline
Director of Operations and Event Sales
All Star Outfitters
10.2021 - 08.2024
Customer Service Representative
Humana
11.2020 - 10.2021
Event Sales and Customer Service Director
All Star Outfitters
09.2017 - 10.2020
Event Sales and Customer Service Manager
JamBrands, Varsity
09.2006 - 09.2017
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