Nicole Gray
Spokane,WA
Summary
Dynamic HR Trainer at American Behavioral Health Systems with a proven track record in performance improvement and onboarding programs. Skilled in training and development, I foster team leadership and enhance communication. Proficient in Excel, I successfully managed personnel files while ensuring compliance and delivering impactful training sessions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
HR Trainer
American Behavioral Health Systems
08.2023 - Current
- Conducted orientations and helped employees complete necessary paperwork to get new hires established and up to speed quickly.
- Mentored new hires, providing guidance and support throughout the onboarding process.
- Verified documents, submitted paperwork and managed onboarding process.
- Created and updated tracking spreadsheets using MS Excel.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Developed strong written and verbal communication skills.
- Organized and maintained personnel files, ensuring compliance with legal requirements.
- Conducted training sessions tailored to specific departmental goals, ensuring optimal alignment with business objectives.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Provided coaching and mentoring to employees.
- Facilitated and conducted virtual, in-person and blended learning sessions.
- Maintained accurate records of monthly trainings and participation.
- Facilitated open lines of communication between management and staff, fostering a positive work environment.
- MOAB Instructor
- MHFA Instructor
- CPR Instructor
- QPR Instructor
Operations Supervisor
American Behavioral Health Systems
09.2022 - 08.2023
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, regulations, safety standards, during daily operations.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted clients in recognizing healthy coping mechanisms that contributed to sustained behavioral changes and improved overall wellbeing.
- Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
- Provided crisis intervention services during emergency situations, ensuring immediate support and safety for affected individuals.
- Coordinated care with other professionals to provide clients with comprehensive support.
- Supported and assessed clients struggling with addiction or relationship issues and devised strategies based on client needs.
- Resolved problems, improved operations and provided exceptional service.
- Played a key role in conflict resolution efforts
Customer Service Representative
Travelers Insurance
08.2020 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered constant flow of customer calls with minimal wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
General Manager
Uhaul
11.2018 - Current
- Maximized efficiency by coaching and mentoring 8-12 personnel on customer service skills, company procedures, and POS system.
- Oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Enhanced operational success through employee scheduling, strong training, adherence to safety regulations and well-timed customer service.
- Oversaw and improved sales and product distribution exceeding budgets over $100,000 per year through efficient coordination of daily operations.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Maintained organized, safe and clean facility to keep productivity high and maximize customer satisfaction.
- Manage secure cash drawers, promptly resolving discrepancies for accuracy.
- Exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Assistant General Manager
Uhaul
10.2018 - 11.2018
- Taught customer service representatives strategies for completing work tasks and carrying out senior management directives.
- Motivated, trained and disciplined employees to maximize performance.
- Regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
Customer Service Representative
Uhaul
08.2018 - 10.2018
- Assisted customers with setting reservations, quotes, hitch installation requests, and arranging reservation pick-up at other locations.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Educated customers on promotions to enhance sales.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Used time management and efficient cleaning methods to meet deadlines.
- Drafted quotes, confirmed orders and managed transfers to handle rental needs efficiently.
- Worked with all types of weather and ground conditions.
- Installed and inspected hitch installations to check for functionality and maintain customer satisfaction.
Accounting Assistant
TMB Accounting
09.2017 - 06.2018
- Navigated Quickbooks
- Reconciled all company accounts, including credit cards, employee expenses and commissions.
- Completed bi-weekly payroll for company employees, including calculating taxes, vacation and sick time.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Entered figures using 10-key to compute data quickly.
- Reported financial data and updated financial records in ledgers and journals.
- Evaluated employee expense reports and verified accuracy.
Education
GED -
Institute of Extended Learning
Spokane, WANo Degree - Addiction Counseling
Spokane Falls Community College
Spokane, WASkills
- Performance Improvement
- Team Leadership
- Training and Development
- Conflict Resolution
- Budgeting
- Sales expertise
- Good listening skills
- Onboarding programs
- Creative problem solving
- Multitasking
- Professional telephone demeanor
- Strategic sales knowledge
- Documentation and recordkeeping
- Customer service
- Professionalism
- Proficient in Excel, Word, and Outlook
- Team building
- Compliance training
- Public speaking
- Conflict resolution
Certification
- Management Of Aggressive Behavior Instructor
- Mental Health First Aid Instructor
- Suicide Prevention Instructor
- First Aid/CPR Certified/Instructor
- Forklift Operator/Instructor
Timeline
HR Trainer
American Behavioral Health Systems
08.2023 - Current
Operations Supervisor
American Behavioral Health Systems
09.2022 - 08.2023
Customer Service Representative
Travelers Insurance
08.2020 - 08.2021
General Manager
Uhaul
11.2018 - Current
Assistant General Manager
Uhaul
10.2018 - 11.2018
Customer Service Representative
Uhaul
08.2018 - 10.2018
Accounting Assistant
TMB Accounting
09.2017 - 06.2018
GED -
Institute of Extended Learning
No Degree - Addiction Counseling
Spokane Falls Community College
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