Nicole Burkett

Develop, implement, optimize, streamline, and manage business strategy for $1 Million revenue growth goal for a law firm.

• Coordinated with attorney team to generate dynamic marketing content and communication tools for promotional campaigns.
• Implemented marketing strategies which resulted in 80% growth of customer base and consistent 80,000+ in monthly revenue.
• Increased website traffic by average of 75% each month using cutting-edge inbound marketing techniques.
• Managed annual marketing budget in excess of $30,000.
• Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
• Spearheaded market research to identify branding opportunities, cement strategies and sustain loyal customer base.
• Researched industry and marketplace trends to develop marketing solutions and enhance business operations.
• Planned and executed events and marketing programs to increase qualified leads.
• Devised and deployed online marketing plans with effective SEO, social media and viral video campaign strategies.
• Incorporated product changes into marketing messages to drive customer engagement and maximize profits.
• Consulted with product development teams to enhance products based on customer interest data.
• Developed and recommended strategic brand pricing and positioning for Estate Planning services
• Evaluated target market research and adjusted strategy to address competitive influences and changing market.
• Created innovative strategies to drive customer engagement.
• Devised marketing plans using digital strategies, print advertising and word of mouth tactics.
• Developed metrics and measured success in order to further penetrate marketplace.
• Organized and executed robust, creative experiential marketing events.

Create and manage program deliverables for 300 entrepreneurial lawyers specific to their business model and revenue goals.

• Develop and admin bi-weekly coaching calls for over 300 attorney clients
• Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
• Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Created newsletter articles, blogs, social media copy
• Worked closely with product development teams to create and maintain marketing materials for attorney members.
• Maintained complete database of files, contacts and project materials.
• Worked with vendors to complete projects according to schedule and specifications.
• Managed workflow between staff, coordinating documents and creative material distribution.
• Utilized market trends and target audience statistics to effectively and appropriately market products.
• Proofread marketing documentation to check for spelling, grammar and syntax errors.
• Authored crisp and interesting marketing copy to engage target consumers and drive sales.
• Built new materials libraries with fresh imagery, copy and graphics to enhance marketing campaigns.
• Answered general marketing department inquiries by email, phone and mail.
• Coordinated creation and deployment of videos, social media posts and other marketing collateral.
• Led improvement initiatives to advance operational efficiencies and increase revenue.
• Trained new employees on proper protocols and customer service standards.

Lead and managed multi-location business operations for 300 personnel communications service center.

• Defined, implemented and revised operational policies and guidelines.
• Oversaw day-to-day production activities in accordance with business objectives.
• Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
• Monitored and coordinated workflows to optimize resources.
• Monitored budget and utilized operational resources.
• Achieved team goals through formalized training plans, coaching and performance management.
• Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.
• Led change and transformation across business areas to deliver benefits and align company resources.
• Set team and individual KPIs and provided regular, actionable feedback.
• Documented processes and drafted SOPs to comply with regulations and company policies.
• Interacted well with customers to build connections and nurture relationships.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
• Assisted in recruiting, hiring and training of team members.
• Trained new employees on proper protocols and customer service standards.
• Trained and guided team members to maintain high productivity and performance metrics.
• Reported issues to higher management with great detail.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Monitored over 300 employees' day-to-day activities and made plans to rectify issues.
• Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
• Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
• Facilitated client satisfaction and renewed customer relations to drive growth.
• Listened attentively to client feedback to create stronger relations and shape business.
• Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
• Managed book of business to maintain positive relationships and make effective financial or client-related decisions.
• Educated clients on new products or services to increase customer engagement with brand.

Lead and managed shift team of 50 customer-facing employees in the hospitality industry.

• Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
• Improved customer service by projecting friendly and knowledgeable attitude.
• Developed professional relationships to improve retention of key customers.
• Directed employees to create displays, upsell featured items and tidy facility during assigned shifts.
• Learned entire menu of items to improve recommendations and increase upsells to customers.
• Counted cash and bill receipts and cleaned and secured facility at end of shift.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Supervised staff of 50 personnel by implementing company policies, protocols, work rules and disciplinary action.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Encouraged departmental employees to present positive, exemplary image to customers.
• Trained and mentored new employees.
• Processed cash, credit, debit and check payments.
• Counted out cash drawers and balanced totals.
• Accepted and processed customer returns.
• Received and counted money.
• Opened inventory boxes and restocked shelves.
• Rotated stock according to dates and protocols.
• Monitored security areas during busy periods.