Nicole Dalton
Willis,TX
Summary
I aspire to obtain a career where I can utilize my training, skills, knowledge, strong work ethic, and dependability.
Overview
14
14
years of professional experience
Work History
Spotter/QAQC
Mach 1 Construction
Ponca City , OK
02.2025 - 11.2025
- Documented daily activities and incidents to maintain accurate records for review.
- Assisted in developing and enforcing safety standards on the job site.
- Completed day-to-day duties accurately and efficiently.
- Checked the depth of trenches to ensure the correct depth for cable installation.
- Spotted for padding, bucket.
- Su-station
- Inspected the cable for damage.
- Monitor processes to ensure products meet industry benchmarks.
- Cable installation.
- Checked the depths of the top padding and bottom padding.
- Trimble/GPS
Customer Service Advocate II
Genpact (Contractor for FNWL)
Brownwood , TX
08.2023 - 07.2024
- Resolved customer concerns swiftly, promoting superior service and demonstrating empathy.
- Managed high call volume during peak hours, prioritizing urgent cases with attention to detail.
- Fostered team collaboration and maintained a positive work environment.
- Addressed customer inquiries promptly, enhancing overall satisfaction.
- Exceeded expectations in key metrics through regular performance evaluations.
- Acquired in-depth product knowledge to provide informed responses to diverse inquiries.
- Adapted quickly to policy changes, ensuring seamless service delivery during transitions.
Service Advocate II
Farmers New World Life Insurance
06.2022 - 07.2023
- Provide Customer service to agents and customers while handling inquiries and resolving problems related to policies
- Consult with departments regarding coverage renewals, cancellations, new business and general request
- Utilize multiple system platforms to conduct research, identify processes and review prior transactions to make decisions and recommendations to customers
- Supply necessary documentation for policy changes and process policy payments
- Maintain accurate noting of the interactions/transactions with details of inquiries, complaints, or comments
- Supported team members, fostering a collaborative and productive work environment.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Analyzed customers' issues and complaints and initiated corrective actions.
Office Manager
ASL Sales
01.2017 - 06.2022
- Account management, customer service
- Vendor relationships, inventory control
- Billing, collections
- Coordination CPA, management of banking relationship, tax deposits etc
- Payroll, HR matters
- Travel, expense management
- Monthly, quarterly, closings, financial reporting
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
Office Manager
Solaris Hospice
05.2012 - 11.2016
- Greeted patients’ family members, answered incoming calls
- Maintained medical records as well as audited medical record charts
- Oversaw schedules for all nurses, chaplains, social workers, and aids
- Gathered all information for weekly disciplinary meetings
- Reviewed all timesheets for employees
- Compiled all information for nursing home charts
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
Education
Desk Examiner Essentials -
05.2022
Xactimate X1 Training and Intro to Desk Adjusting -
08.2021
Texas All Lines Adjuster Pre-Licensing Course -
07.2021
Lewisville High School -
06.1990
Skills
- Call center experience
- Cable installation
- Quality assurance
- Attention to detail
- Effective communication
- Adaptability to change
- Data Entry
- Problem-solving abilities
- Administrative Support
- Complaint Handling
- Data Collection
- Computer Proficiency
- Assertiveness
- Microsoft Outlook
- Multi-line phone talent
- Credit card processing
- Policy Review
- Conflict resolution
Timeline
Spotter/QAQC
Mach 1 Construction
02.2025 - 11.2025
Customer Service Advocate II
Genpact (Contractor for FNWL)
08.2023 - 07.2024
Service Advocate II
Farmers New World Life Insurance
06.2022 - 07.2023
Office Manager
ASL Sales
01.2017 - 06.2022
Office Manager
Solaris Hospice
05.2012 - 11.2016