NICOLE BRIGGMAN
Lagrange,GA
Summary
Experienced and dynamic Team Lead with a proven track record of boosting team performance and meeting project goals. Possesses strong communication and leadership skills to drive team success and collaboration.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Stafford Commutations Group
08.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Customer Service Representative
Stanley Steemer
02.2022 - 08.2022
Case Manager
Pioneer Credit Recovery
03.2018 - 02.2022
- Oversees Management and Supervisory teams at multiple facilities as well as works with case pick operators directly in order to help improve productivity and overall performance.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Leads management with hiring processes and new team member training.
- Answers team member questions, helps with team member problems and oversees team member work for quality and guideline compliance.
- Communicates deadlines and goals to team members.
- Conducts team meetings to update members on best practices and continuing expectations.
- Shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
- Provides quality customer service, including interacting with customers and effectively handling customer complaints.
Manager
AMC Theatres
03.2015 - 03.2019
- Ensure that Associate on-boarding is executed proficiently, accurately and in a timely manner. Ensures I-9/E-Verify and background check compliance.
- Lead the performance appraisal process and maintains personnel files.
- Ensure benefit administration and communication occurs in a timely manner.
- Assists with employee relations by witnessing associate coaching and counseling; submit termination requests as directed by executives and administer exit interviews.
- Submit Workday changes and ensures data accuracy.
- Prepare, process and meet weekly payroll deadlines. Ensure payroll is accurate.
- Train all new associates and managers on the scheduling process and system navigation.
- Ensures a timely schedule is provided to associates (3 weeks in advance).
- Partner with the General Manager to ensure all requests for time off and availability changes in the system have been addressed.
- Lead the Office Deposit function that includes all aspects of monetary maintenance in the theater including processing the deposit, maintaining store petty cash funds (registers and vault), and performing the sales audit function.
- Key-holder with responsibility for leading the support staff as appropriate.
Staff Lead
Regal Burlington Stadium
04.2012 - 03.2015
- The training, developing and coaching of non-management employees.
- Performing all staff positions as required.
- Ensuring guest satisfaction.
- Counting and reconciling all receipts taken in during a business day.
- Controlling costs, including all direct operating expenses.
- Performing theatre opening and closing procedures.
Education
Associate - business management
Liberty University
High School -
Willingboro High School
Skills
- Communication
- Leadership
- Problem-solving
- Decision making
- Conflict resolution
- Adaptability
- Organization
- Coaching
- Delegation
- Troubleshooting
- Technical issue diagnosis
- Root cause analysis
- Customer service
- Documentation
- Collaboration
- Customer education
- Order information management
- Complaint resolution
- High call volume management
Timeline
Customer Service Specialist
Stafford Commutations Group
08.2022 - Current
Customer Service Representative
Stanley Steemer
02.2022 - 08.2022
Case Manager
Pioneer Credit Recovery
03.2018 - 02.2022
Manager
AMC Theatres
03.2015 - 03.2019
Staff Lead
Regal Burlington Stadium
04.2012 - 03.2015
Associate - business management
Liberty University
High School -
Willingboro High School
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