NICOLE CASIELLO
Phoenix,AZ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
3
3
years of professional experience
Work History
Assistant Manager
Camp Bow Wow
03.2024 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized facility environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Customer Success Specialist
Camp Bow Wow
05.2023 - 03.2024
- Actively communicate company-wide brand messaging to current & prospective stakeholders
- Connect & align with senior leaders to implement communication structure & processes for daily workflow
- Successfully lead & mentor a team of direct reports
- Conduct regular assessments of the customer experience to ensure a seamless and satisfying service
- Troubleshoot & navigate customer related issues
- Develop and deliver clear and tactful external communications to customers regarding sensitive matters
- Achieved two promotions, transitioning into leadership roles with increased responsibilities.
Customer Success Lead
06.2022 - 05.2023
- Organized and strategized effective communication tactics with marketing team
- Supervised daily flow and delegated tasks as needed to direct reports
- Served as spokesperson & brand ambassador for company location.
Customer Success Representative
Camp Bow Wow
04.2021 - 06.2022
- Greeted and welcomed visitors, clients, and employees with a friendly and professional demeanor
- Managed incoming calls, screening and transferring them to the appropriate individuals
- Responded to inquiries and provided accurate information about the organization, its services, and policies
- Maintained a clean and organized front desk area, ensuring it represented a positive image of the company
- Scheduled & coordinated reservations & appointments.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
Education
Bachelor of Science in Justice Studies -
Grand Canyon University
Phoenix, AZSkills
- Microsoft Office Suite
- Google Workspace
- TikTok
- Leadership & Management
- External & Internal Communications
- Relationship Building
- Brand Management
- Strategic Communication
- Customer Service
- Client Relations
Websites
Timeline
Assistant Manager
Camp Bow Wow
03.2024 - Current
Customer Success Specialist
Camp Bow Wow
05.2023 - 03.2024
Customer Success Lead
06.2022 - 05.2023
Customer Success Representative
Camp Bow Wow
04.2021 - 06.2022
Bachelor of Science in Justice Studies -
Grand Canyon University
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