Nicole Alexander
Charlotte,NC
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
Work History
Area Customer Service Manager
Georgia-Pacific
Charlotte , NC
08.2021 - Current
- Resolved customer inquiries and complaints requiring management-level escalation.
- Resolved escalated customer complaints in a timely manner.
- Participated in trade shows or industry events in order to promote the company's products, services or build relationships with partners, vendors.
- Established strong relationships with key customers in order to increase loyalty and repeat business.
- Produced thorough, accurate and timely reports of project activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented strategies to improve overall efficiency of the department while maintaining high quality standards.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Developed training materials for new team members on the best practices for providing excellent customer service.
- Explained benefits and advantages of different product and service offerings to customers.
Customer Service Manager
Hood Container
Matthews, NC
07.2016 - 08.2021
- Monitored staff performance to ensure adherence to customer service standards.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delegated work to staff, setting priorities and goals.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Developed policies and procedures related to customer service operations.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Customer Success Manager
International Paper
Charlotte , NC
11.2005 - 07.2016
- Advocated for customer needs within the organization, driving product improvements.
- Assisted sales team by providing technical expertise during the sales process.
- Developed custom solutions for customers based on their individual business objectives.
- Managed customer inquiries and complaints in a professional manner.
- Coached team members on best practices for delivering exceptional customer experiences.
- Provided customer onboarding and training to ensure successful product adoption.
- Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
- Developed and executed customer success strategies to increase retention rates.
- Met with customers to discuss best practices and drive outcomes.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
Education
Associate of Applied Business -
Sawyer School
Pittsburgh, PA01-1997
Skills
- Exceptional communication
- Team management
- Brand representation
- Strong leadership
- Financial acumen
- Payment management
- Team training and development
- Issue escalation
- Company policy adherence
- Troubleshooting
- Customer retention
- Inventory assistance
- Account management
- CRM software
- Shipping coordination
- Employee performance management
- Customer relationship management
- Team collaboration
- Escalation control
- Shipment tracking
- Relationship building
Timeline
Area Customer Service Manager
Georgia-Pacific
08.2021 - Current
Customer Service Manager
Hood Container
07.2016 - 08.2021
Customer Success Manager
International Paper
11.2005 - 07.2016
Associate of Applied Business -
Sawyer School