Nicole Dunsmoor

• I was hired in June of 2022 with a start date of August 1st 2022 at a level 12. July of 2023, I became an Ace trainer. January 2024 I was promoted to a Grade 13 . I have Won multiple top performer quarterly awards in 2023 and 2024. Multiple customer service Zone 1 C awards 2022 2023 and 2204 . 2022 One team award. Most recent I won Quarter 3 2024 customer champion. For 2024 I had the highest behavior aggregate and most positive customer service surveys. I have successfully completed a Cat event and handled multiple claims that had complexity and over $120k with No escalations and all positive survey returns.
• I was invited and joined the Unit manager call in 2024.
• I have completed the WE mentorship program successfully. I am currently in the leadership mentor program. I currently have One on ones monthly with a Unit manager. I have partaken in 4 different impact sessions from 2023-2024.

All trainings and requirements have been completed prior to due date 2022 to current

Eliminated downtime and maximized revenue by providing top project quality control. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines. Handled delegated tasks. Exceeded customer satisfaction by finding creative solutions to problems. Provided excellent service and attention to customers when face-to-face or through phone conversations. Prioritized and organized tasks to efficiently accomplish service goals. Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. Answered 20-40 calls per shift to assist with customer questions and concerns. Created emergency situation status reports to discuss response and recovery efforts. Stayed up to date on federal, state and local regulations governing emergency response plans. Enforced standards of care and developed structures to track and evaluate compliance with frameworks. Managed payroll for temporary, hourly and salaried employees. Stayed up to date on inventories, supplies and customer orders.

• Reviewed project risks and devised proactive strategies to avoid potential roadblocks. Modified project plans when needed to better align with organizational objectives. Drafted project construction schedule and updated as job progressed. Protected project budget by tracking expenses and intervening to prevent overpayments or misuse. Proposed or approved modifications to project plans. Allocated resources related to staff, materials and budgetary allowances. Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency. Researched and selected project vendors and consultants. Submitted budget estimates, progress reports and cost tracking reports

• Developed short-term and long-term vision and strategy to achieve targeted sales objectives. Hired talented, trainable team members and drove new business strategies to grow revenues. Prospected, identified and cultivated relationships with contacts to promote product lines and solutions. Secured new opportunities from existing customers to maximize and enhance growth at each account. Determined business development opportunities and implemented effective strategy for client acquisition. Facilitated and managed business development plan based on market and industry research. Established strong client relationships to drive business development. Established new customer accounts using negotiation and sales closing abilities. Leveraged cold calling, in-person visits and referrals to build leads. Used solid listening and critical thinking to design winning solutions for customers