Nicole Farmer
Plymouth,MA
Summary
A dynamic professional with a proven track record at Agility CIS, I excel in optimizing operational efficiency and enhancing customer satisfaction. Leveraging exceptional multitasking and team leadership skills, I've successfully managed cross-functional projects, achieving a 25% decrease in standard delivery times. My approach combines hospitality service expertise with strategic release planning to deliver outstanding results.
Experienced with leveraging data analysis to inform business decisions and optimize processes. Utilizes critical thinking to identify inefficiencies and recommend practical solutions. Track record of collaborating with cross-functional teams to achieve project goals and enhance operational performance.
Overview
15
15
years of professional experience
Work History
Server
71 West Atlantic Steakhouse
08.2023 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Operations Analyst
Agility CIS
03.2019 - 11.2024
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Optimized operational efficiency by analyzing and streamlining processes.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Provide client support activities that include monitoring support desk queue and working with clients to understand their issues and resolve within the defined SLAs.
- Document and communicate release notes and other related communication to clients.
- Work with clients to understand and test new system features and functions.
- Prepare weekly status reports for assigned clients and conduct weekly status calls with them to review open support concerns and upcoming release items.
- Ability to work with and coordinate across multiple groups of people, including the ability to help developers and other internal resources better understand the needs of the client and the criticality of addressing any issues the client is experiencing.
Server
Nikos Bar and Grill
02.2022 - 08.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Business Operations Analyst
Energy Services Group
02.2010 - 10.2018
- Implemented data-driven approaches to improve overall efficiency in day-to-day operations.
- Managed cross-functional projects to ensure timely delivery of high-quality results.
- Monitored service delivery metrics to detect and correct deficits in compliance with standard operating procedures.
- Participated in 20+ on time and on budget new or expanded client implementations of a Customer
Information & Billing SAAS solution with resulting statistics over an 8 year period:
— 500% Client Growth — 1.5+M Accounts Billed — 35% Company Revenue
- Worked directly with client personnel at all levels in the applicable business units to elicit, analyze, and
document business requirements. - Prepared gap analysis and proposed methods to fill critical gaps.
- Collaborated with stakeholder groups across the client organization to ensure business and technology
alignment. Proposed solutions and implementation strategies to meet defined requirements and needs.
- Facilitated the negotiation of requirements and priorities amongst multiple stakeholders (external and
internal) to gain consensus as to how a feature should be implemented.
- Identified out of scope items, made suggestions for how they could creatively be implemented with the
existing solution where applicable and if not, documented requirements for additional change request
revenue. - Performed quality assurance, system integration and user acceptance testing facilitating on-time, on-
budget and acclaimed “go-live” of enterprise implementations for up to 12,000 global users.
- Created curriculum for system modules and provided client training using a Train the Trainer model.
- Provided post production client support during transition to ongoing support organization maintaining a
high level of client satisfaction.
- Assisted project manager in enforcement of project deadlines and schedules while consistently delivering
high-quality services to clients
- Partnered with other delivery analysts, developers and the technical team to automate and streamline
internal manual processes, saving time and money while decreasing errors. Resulted in 25% decrease in
standard delivery times.
Education
No Degree - Liberal Arts
Worcester State University
Worcester, MAHigh School Diploma -
Whitman Hanson Regional High School
Whitman, MA06-1994
Skills
- Exceptional customer service
- Hospitality service expertise
- Memory retention
- Cleanliness standards
- Test case scenarios
- Release planning
- Multitasking
- Reliability
- Team Leadership
- Time management abilities
Timeline
Server
71 West Atlantic Steakhouse
08.2023 - Current
Server
Nikos Bar and Grill
02.2022 - 08.2023
Operations Analyst
Agility CIS
03.2019 - 11.2024
Business Operations Analyst
Energy Services Group
02.2010 - 10.2018
No Degree - Liberal Arts
Worcester State University
High School Diploma -
Whitman Hanson Regional High School
Similar Profiles
Reese ColónReese Colón
Hostess/Server at 71 Degrees West Atlantic SteakhouseHostess/Server at 71 Degrees West Atlantic Steakhouse
Yuriy PopovychYuriy Popovych
Advisor at West Atlantic Express LLCAdvisor at West Atlantic Express LLC
Ganesan VelayutharajaGanesan Velayutharaja
Project Manager at West Atlantic ShipyardProject Manager at West Atlantic Shipyard