Nicole D. Lewis
Rochester,NY
Summary
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Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
CEO
Nicci Lewis Enterprises
06.2020 - Current
- Developed and implemented strategic plans to drive organizational growth and profitability.
- Spearheaded initiatives that aligned company objectives with industry trends and customer needs.
- Streamlined processes to optimize resource allocation and reduce operational costs.
- Enhanced brand reputation with effective marketing campaigns and public relations efforts.
- Implemented cost-saving initiatives to reduce operational expenses without sacrificing quality.
MSR/Credit Card Specialist
TTEC
01.2024 - 05.2025
- Handle high-volume inbound customer inquiries with professionalism and empathy.
- Resolve escalated account issues while ensuring compliance with financial regulations.
- Consistently exceed call quality and customer satisfaction metrics.
- Analyzed customer accounts to resolve disputes and improve satisfaction.
- Collaborated with cross-functional teams to implement best practices in account management.
- Built strong relationships with customers to increase retention and loyalty.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
Benefits Specialist
Activus Connect
09.2023 - 02.2025
- Managed customer accounts, guiding members through benefit selections and enrollment.
- Processed payments and maintained accurate account records with attention to compliance.
- Delivered empathetic support and clear communication, ensuring a positive customer experience.
- Acted as first point of escalation for complex benefit and account issues.
Store Manager
Choice Community Financial
01.2021 - 01.2022
- Supervised and motivated a team of tellers, achieving strong performance and compliance results.
- Oversaw daily operations including loan processing, payments, and financial reconciliations.
- Improved branch efficiency by streamlining reporting and transaction procedures.
Billing Specialist
Charter Communications
01.2017 - 01.2021
- Managed billing inquiries and payments for residential customers, troubleshooting technical account issues.
- Provided customer-focused solutions that reduced repeat call volume and improved satisfaction scores.
- Recognized for consistently meeting productivity and quality assurance goals.
Night Auditor
Courtyard Marriott
01.2006 - 01.2007
- Supervised front desk staff, balancing customer service with nightly financial audits.
- Handled guest inquiries, billing, and dispute resolution.
- Maintained accurate records and reconciled accounts for hotel operations.
Account Coordinator
Security Mutual Life Insurance
01.2001 - 01.2003
- Provided call center support for active and potential policyholders.
- Guided customers in selecting financial products that best met their needs.
- Processed payments and account transactions with accuracy.
Education
High School Diploma -
Reading Area Community College
Reading, PA01.1999
Skills
- Call Center Leadership & Workforce Management
- Benefits & Account Administration
- Customer Experience & Retention Strategies
- Coaching, Training & Staff Development
- Conflict Resolution & Problem-Solving
- Performance Metrics & Quality Assurance
- Effective decision making
- Operational excellence
- Customer focus
- Strategic visioning
- Crisis management
- Inspirational leadership
Timeline
MSR/Credit Card Specialist
TTEC
01.2024 - 05.2025
Benefits Specialist
Activus Connect
09.2023 - 02.2025
Store Manager
Choice Community Financial
01.2021 - 01.2022
CEO
Nicci Lewis Enterprises
06.2020 - Current
Billing Specialist
Charter Communications
01.2017 - 01.2021
Night Auditor
Courtyard Marriott
01.2006 - 01.2007
Account Coordinator
Security Mutual Life Insurance
01.2001 - 01.2003
High School Diploma -
Reading Area Community College
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