Summary
Overview
Work History
Education
Skills
Section name
Timeline
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NICOLE B. HENRY

NICOLE B. HENRY

Baltimore

Summary

Successful track-record in building key client relationships and helping them solve complex problems. Strong focus on analyzing client requirements and providing outstanding customer service. Creative problem-solver, team player, and hardworking individual that completes projects on schedule. Excellent interpersonal skills, sense of humor, and ability to embrace change.

Professional, skilled in account management with proven ability to drive client satisfaction and business growth. Expertise in building and maintaining strong client relationships, developing strategic solutions, and optimizing account performance. Strong focus on team collaboration and achieving results. Adaptable to changing needs, reliable, and equipped with excellent communication, negotiation, and problem-solving skills.

Overview

20
20
years of professional experience

Work History

Account Management Representative

Chamberlain University
01.2025 - Current
  • Responsible for developing positive relationships with marketers, other departments and clients. Complete annual mandatory training within a defined time frame. Educate clients on products to optimize effective usage by providing technical and clinical information and in-service trainings. Respond daily to requests by email and voicemail from customers, practitioners and partners. Assist with on-the-job training of other Account Service and Sales associates as requested. Formulate solutions based on dialogue and input gained during session. Prioritize, and appropriately respond to requests in a high-stress environment. Identify, and escalate vendor performance issues to business areas and management. Work cross functionally with the relevant internal teams to ensure customer needs are being met. Ensuring departmental compliance with various regulations and protocols. Proactively maintain communication channels with prospects via email, phone, and face-to-face meetings.

Tech Support Customer Service Agent

Comcast
02.2021 - 07.2024
  • Responsible for serving as the first point of contact for customers with complaints or questions concerning company technological products/services, communicating with clients via phone calls, to provide step-by-step solutions effective in resolving hardware or software problems, performing their duties, technical support reps operate automated call distribution phone software to deliver remote technical services to customers. troubleshooting software and hardware components to identify and resolve issues related network malfunction or poor internet connectivity, liaising with the various departments of an organization to resolve customer issues, identifying upselling opportunities to facilitate sales of company products/services, conducting research to obtain information useful in addressing customers’ issues. maintaining record of call transactions using computer systems and special tracking software, escalating difficult issues to superiors for expert resolution, ensuring compliance with standards established procedures for addressing client concerns, training individuals on how to use technical products and services, participating in the development of client training programs to proffer recommendations on instructional language, recommending devices and technical guidelines, which accommodate customers’ inadequacies is also part of the technical support representative description.

Priority Service Customer Service Agent

Comcast
10.2016 - 02.2021

Billing Customer Service Agent

Comcast
10.2015 - 10.2016
  • Responsible for Handling billing processes, including matters related to invoicing and reconciling accounts, interact with patients to settle accounts and answer questions, collecting payments and applying them to accounts, performing data entry work with discretion to keep patient information private taking customer calls and provide accurate, satisfactory answers to their queries and concerns, De-escalating situations involving dissatisfied customers, offering patient assistance and support.

Sales Associate

Macys
06.2010 - 06.2015
  • Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service. Maintain an awareness of all promotions and advertisements. Assist in floor moves, merchandising, display maintenance, and housekeeping Assist in processing and replenishing merchandise and monitoring floor stock. Aid customers in locating merchandise. Communicate customer requests to management. Assist in completing price changes within the department. Participate in year-end inventory and cycle counts. Assist in ringing up sales at registers and/or bagging merchandise. Any other tasks as assigned from time to time by any manager.

Dietary Aide

Berlin Nursing and Rehabilitation Center
01.2006 - 08.2009
  • Perform defined work routines, using various dietary utensils, supplies and equipment as assigned by the Dietary Manager. Provide assistance to the cook in the preparation and service of meals. Meet scheduled meal and snack times. Follow Federal and State long term care regulations and Dietary Department policies and procedures. Follow cleaning schedules and perform cleaning duties as scheduled. Assist in arranging tray cards, loading food carts, and serving meals. Setting up the dining room and serving residents. Wash and store dishes. Follow established reporting procedures for the following: Supply or equipment needs. Any damaged or loose fixtures, flooring, or tiling requiring replacement repair. Any unsafe or malfunctioning equipment. Any conditions conducive to breeding insects, rodents or other vermin. Assist in receiving and storing food and supplies. Attend in-service educational programs. Follow defined safety codes while performing duties. Follow defined Infection Control procedures. Understand facility’s fire and disaster plans follow established procedures during drills and actual emergencies. Be knowledgeable of Federal, State and Facility’s rules, regulations, policies, and procedures. Perform other department duties or special assignments as directed by the Dietary Manager.

Marketing Coordinator Intern

Brunson Communications
06.2005 - 08.2005
  • Responsible for implementing defined marketing campaigns and initiatives, coordinating various projects, list pulls, collateral development, database management, media buys, inventory and vendor management. Met with high-end clients to define requirements, researched potential products and availability and recommended suppliers. Supervised other sales associates as needed.

Education

Political Science

Morgan State University
Baltimore, MD
01.2011

Skills

  • Microsoft Windows 2000/XP/Vista
  • MS Word
  • MS Excel
  • MS PowerPoint
  • MS Outlook
  • Data-driven decision making
  • CRM proficiency
  • Performance tracking
  • Client onboarding
  • Account growth
  • Teamwork

Section name

College student with experience in client relations to help your organization succeed by winning new business, maintaining key accounts, and producing improved client satisfaction results.

Timeline

Account Management Representative

Chamberlain University
01.2025 - Current

Tech Support Customer Service Agent

Comcast
02.2021 - 07.2024

Priority Service Customer Service Agent

Comcast
10.2016 - 02.2021

Billing Customer Service Agent

Comcast
10.2015 - 10.2016

Sales Associate

Macys
06.2010 - 06.2015

Dietary Aide

Berlin Nursing and Rehabilitation Center
01.2006 - 08.2009

Marketing Coordinator Intern

Brunson Communications
06.2005 - 08.2005

Political Science

Morgan State University

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