Nicole Boehle Kirrane
Center Manager
Houston,TX
Summary
Industrious Center Manager dedicated to keeping operations efficient and smooth by delivering successful leadership and team management at all levels. Highly motivated with extensive customer service and sales experience. Experienced in administering budgets, overseeing personnel needs and solving routine and complex problems. Familiar with financial markets and proactive in capturing new customers and business opportunities.
Overview
13
13
years of professional experience
Work History
Center Manager
Advance America
Houston, TX
09.2010 - 08.2020
- Built and lead diverse, high-performance team focused on achieving daily and long-term sales and service goals.
- Audited facility, employee work and service levels to maintain compliance with company and industry standards.
- Devised and deployed successful marketing strategies, dramatically boosting center ranking.
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class client service.
- Assisted in recruiting, hiring and training of team members.
- Originated, reviewed, processed, closed and administered customer loan applications.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Budgeted effectively, controlling costs to maximize center gross profit and operational effectiveness.
- Identified financial strengths and weaknesses by regularly reviewing KPIs and tracking sheets.
- Promoted quickly from Customer Service Representative to Assistant Manager and then to Center Manager within 18 months.
Customer Care Representative, Claims
Moneygram International Inc
Lakewood, CO
01.2008 - 12.2009
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Retention Customer Service Representative II
EchoStar
Thornton, CO
03.2008 - 01.2009
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided primary customer support to internal and external customers.
- Processed customer adjustments to maintain financial accounts.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Promoted quickly from Customer Service Representative I to Representative II, then Customer Retention.
Education
Iver C. Ranum High School
Westminster, COSkills
Operations oversight
Coaching and mentoring
Staff leadership
Sales proficiency
Business Development
Lending Background
Staff training/development
Relationship building
Financial analysis and reporting
Profit and Loss (P&L) Management
Documentation and reporting
Written and oral communication
Call center operations
Regulatory Compliance
Key Performance Indicator (KPI) Monitoring
Local marketing background
Order management
Timeline
Center Manager
Advance America
09.2010 - 08.2020
Retention Customer Service Representative II
EchoStar
03.2008 - 01.2009
Customer Care Representative, Claims
Moneygram International Inc
01.2008 - 12.2009
Iver C. Ranum High School