Nicole Bourdon
San Ramon,CA
Summary
Experienced, versatile Client Liaison with career-long record of operations and client relationship management success within prominent organizations. Professional and thorough with a self-motivated mentality and dedication to promoting business growth. Highly effective at building customer loyalty and optimizing processes to drive efficiency.
Overview
26
26
years of professional experience
Work History
Client Liaison
Insperity
Pleasanton, CA
04.2019 - Current
- Establish and maintain exceptional communication with clients to develop a comprehensive understanding of their business models and goals, drive strategic results, continually improve client experience and increase customer retention
- Conduct Strategic Planning Meetings with client Key Decision Makers to Identify opportunities to maximize the value of the Insperity partnership, increase customer engagement, and support retention goals
- Collaborate and work cross-functionally with Sales and other internal partners to continuously meet and exceed customer needs and expectations, including identification and resolution of complex client issues and escalations
- Conduct Quarterly Business Reviews with client executives and stakeholders to identify opportunities for strategic partnership and improve Human Resources Key Performance Indicators (KPIs) within their organization
- Operate as the central point of contact for an extensive SMB portfolio while frequently exceeding client satisfaction scores and regional retention rates
- Educate key stakeholders on SaaS solutions for Time and Attendance, Organizational Management and Performance Management
- Optimize closing rates by partnering with Sales Consultants as a Field Operations Subject Matter Expert
- Forecast and monitor key account metrics such as risk level, usage of services/technology, and likelihood to renew
Operations and Centralized Asset Team Lead
Google Express (Adecco USA, Inc.)
Palo Alto, CA
05.2018 - 04.2019
- Cultivated strong relationships and worked collaboratively with Merchants, Market Ops, Supply Chain, Customer Service, Third Party Vendors, and Google internal teams to optimize processes and profitability
- Provided critical support to Market Operations, ensuring that merchants were equipped with appropriate asset levels based on forecasted volume
- Served as key support to Supply Chain Operations with inventory management to provide seamless onboarding and off boarding experiences for merchants
- Identified recurring problems and developed strategic action plans to address them, including designing and implementing comprehensive fraud detection training for Return Operators
- Originated and developed a cross-training system resulting in increased flexibility and productivity across multiple teams
- Orchestrated operation during a 300% spike over the normal volume, strategically hiring overtime to ensure Service Level Agreements were met daily.
Operations Training Liaison
JetBlue Airways
Austin, TX
10.2010 - 03.2017
- Provided exemplary customer service with strengths in communication, conflict resolution and customer satisfaction
- Collaborated directly with full leadership team, peers, and crew members within department, as well as other departments and business partners, to implement more effective and efficient processes
- Developed and implemented customized and comprehensive new hire on the job training plans to build strong technical skills for the crew member and ensure an exceptional customer experience
- Delivered on-site training at the airport and provided extensive coaching, technical support, and guidance for crew members in order to continually improve customer service and performance
- Actively managed operation and customer experience during operational disruptions
Customer Relationship Manager / Lead Technician
Amore Laser
Austin, TX
11.2008 - 10.2010
Account Executive
Nextel Communications
Austin, TX
09.2002 - 02.2005
Customer Service Supervisor
United Airlines
San Francisco, CA
01.1998 - 06.2002
Skills
- Strategic Planning
- Client Relationship Management
- Creative Problem Resolution
- Account Management
- Client Retention
- Project Management
- Interpersonal Communication
- Operations Management
- Team Development
- Proficiency in Salesforce and Microsoft Office
Timeline
Client Liaison
Insperity
04.2019 - Current
Operations and Centralized Asset Team Lead
Google Express (Adecco USA, Inc.)
05.2018 - 04.2019
Operations Training Liaison
JetBlue Airways
10.2010 - 03.2017
Customer Relationship Manager / Lead Technician
Amore Laser
11.2008 - 10.2010
Account Executive
Nextel Communications
09.2002 - 02.2005
Customer Service Supervisor
United Airlines
01.1998 - 06.2002
Some College (No Degree) - Human Resources Management
Currently Pursuing BS Business Administration