Nicola Curtis
Fort Worth,United States
Summary
Detail-oriented and empathetic professional with experience managing day-to-day operations, assisting patrons and supporting staff in a dynamic environment. Skilled at multitasking and maintaining an organized workspace while ensuring exceptional customer interactions. Brings a proactive attitude and a passion for helping customers, complemented by formal education in customer service and management. Committed to continuous personal development and delivering quality service that exceeds customer expectations.
Overview
39
39
years of professional experience
Work History
Customer Experience Manager
Michaels
05.2026 - Current
- Mentored staff, fostering professional growth and enhancing team performance.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Service Development Librarian
Kent Libraries, Registration & Archives
04.2010 - 11.2025
- Customer Service & Patron Support
- Developed and implemented customer service strategies to enhance patron engagement and satisfaction in the library environment.
- Built and maintained strong customer relationships through attentive service and clear communication, leading to repeat business and customer loyalty.
- Investigated and resolved customer complaints, reducing repeat issues and improving overall customer satisfaction.
- Analyzed customer feedback to identify service improvement opportunities and implement effective solutions.
- Maintained comprehensive records of customer interactions to track service performance and support reporting efforts.
- Monitored customer service metrics and prepared detailed reports for senior management.
- Staff Training & Team Leadership
- Trained and mentored staff and volunteers in delivering exceptional customer service and assisting diverse patron needs.
- Led training sessions for staff and volunteers on effective customer communication and service techniques.
- Supported daily library operations by collaborating with the service manager and staff to foster a welcoming and efficient atmosphere.
- Events, Activities & Community Engagement
- Developed and delivered activities and events designed to support business goals, drive engagement, and meet organizational targets.
- Collaborated with team members to plan and execute sales promotions and a full programme of events, driving increased traffic.
- Coordinated community outreach program's to promote library services and increase user participation.
Customer Service Assistant
Kent Libraries, Registration & Archives
11.2005 - 04.2010
- Customer Service & Patron Support
- Assisted customers with product and service inquiries, providing quick and accurate information to ensure satisfaction.
- Utilized strong communication skills to handle diverse customer needs and promote customer loyalty.
- Assisted library patrons with locating and borrowing materials, enhancing user satisfaction through attentive service.
- Assisted in managing the circulation desk, including checking materials in and out and handling patron inquiries.
- Sales & Transaction Processing
- Processed transactions efficiently, including sales, returns, and exchanges, while maintaining accuracy.
- Teamwork & Service Delivery
- Collaborated with team members to meet and exceed daily customer service goals and performance targets.
- Maintained a clean and organized service area, ensuring a welcoming environment for all visitors.
Travel Agent
Going Places
09.1987 - 10.2005
- Client Support & Consultation
- Provided expert travel consultation, advising clients on destinations, accommodations, transportation, and travel packages tailored to their preferences and budgets.
- Communicated directly with clients to understand their travel needs and delivered personalized recommendations to enhance their overall experience.
- Researched and recommended destinations, accommodations, and local attractions to support informed travel decisions.
- Booking & Itinerary Management
- Managed end-to-end bookings for flights, hotels, car rentals, tours, and travel insurance, ensuring accuracy and customer satisfaction.
- Utilised booking systems and travel software to efficiently manage reservations, itineraries, and documentation.
- Processed payments and maintained accurate records of customer transactions and travel plans.
- Customer Service & Issue Resolution
- Handled customer inquiries across phone, email, and in-person consultations, ensuring timely and effective communication.
- Assisted clients with travel documentation requirements and provided guidance on regulations, safety protocols, and destination conditions.
- Supported clients during their trips by resolving travel-related issues promptly to maintain satisfaction and loyalty.
- Delivered exceptional customer service by addressing questions and concerns professionally and efficiently.
- Relationship Building & Client Retention
- Developed and maintained strong client relationships, resulting in repeat business and long-term customer loyalty.
- Team Collaboration & Product Knowledge
- Collaborated with team members to update travel options, promotional offers, and service information.
- Stayed up-to-date on travel regulations, safety requirements, and destination updates to provide accurate and reliable advice.
Education
Customer Service & Business Management Qualification -
Erith College
London06-1989
High School Diploma and Qualifications - undefined
Northfleet School For Girls
Gravesend, UK05-1987
Skills
- Communication
- Document management
- Teamwork
- Filing systems
- Patron Assistance
- Attention to Detail
- Service Quality Monitoring
- Organization
- Time Management
- Conflict Resolution
- Multitasking
- Problem Solving
- Adaptability
- Document preparation
- Mail handling
Relocation to the United States
- Relocated from the UK and now seeking local employment opportunities.
- Eligible to work in the United States.
- Committed to continuous learning and integration into the U.S. workforce, enhancing skills relevant to customer service and community engagement.
Languages
English
Spanish
Interests
Reading, Crafting, Sewing, Crafting with Cricut, Card Making, Tennis, Traveling, Volunteering
Professional Workplace Experience
- 5th Northfleet Scout Group, Group Secretary, Northfleet, Kent, UK, 2010-09, 2020-03, Managed meeting schedules, agendas, and minutes to ensure efficient group communication and organization., Coordinated group communications and disseminated important information to team members promptly., Prepared and distributed detailed minutes of meetings ensuring all action items were clearly documented and followed up.
- Painters Ash Primary School, Treasurer, Northfleet, Kent, UK, 2003-09, 2015-07, Managed PTA funds including collection, budgeting, and disbursement to ensure financial accountability., Prepared and presented detailed financial reports to PTA members to maintain transparency and foster trust., Implemented efficient record-keeping systems for all financial transactions and receipts related to PTA activities., Collaborated with PTA leadership to plan and allocate budgets for school events and community programs.
Timeline
Customer Experience Manager
Michaels
05.2026 - Current
Customer Service Development Librarian
Kent Libraries, Registration & Archives
04.2010 - 11.2025
Customer Service Assistant
Kent Libraries, Registration & Archives
11.2005 - 04.2010
Travel Agent
Going Places
09.1987 - 10.2005
High School Diploma and Qualifications - undefined
Northfleet School For Girls
Customer Service & Business Management Qualification -
Erith College