Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Nicole Allen

Management
Phoenix,AZ
Nicole Allen

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

21
years of professional experience
1
Certification

Work History

Macy's

Assistant Manager
09.2021 - 05.2023

Job overview

  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.

Bob's Discount Furniture

Office Manager
02.2020 - 07.2021

Job overview

  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Monitored customer service trends and provided insights to management team for further improvement.
  • Delivered performance reviews, recommending additional training or advancements.
  • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

AT&T

Call Center Supervisor
08.2002 - 01.2020

Job overview

  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Established and oversaw performance targets for call center associates.

Education

Milwaukee Area Technical College
Milwaukee, WI

Bachelor of Arts from Business

University Overview

Skills

  • Customer Service Management
  • Performance Tracking and Evaluations
  • Consistent Presentations
  • Microsoft Office
  • Report Preparation and Analysis
  • Sales Goal Achievement
  • Management Training
  • Team Coaching
  • Monthly Inventory
  • Employee Engagement
  • Data Communications
  • Key Performance Indicators (KPIs)

Certification

Life Coach

Timeline

Assistant Manager
Macy's
09.2021 - 05.2023
Office Manager
Bob's Discount Furniture
02.2020 - 07.2021
Call Center Supervisor
AT&T
08.2002 - 01.2020
Milwaukee Area Technical College
Bachelor of Arts from Business

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