Nicole Hill
Austin,TX
Summary
Experienced customer service professional with a unique and creative approach. Demonstrated expertise in delivering exceptional service to diverse clientele over 10+ years. Proven ability to think outside the box and find innovative solutions to meet customer needs. Committed to providing personalized experiences that leave a lasting impression.
Overview
16
16
years of professional experience
Work History
Lead Client Care Representative
Fond Memories Pet Cemetery & Crematorium
10.2023 - Current
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Front Desk Associate
Massage Envy
05.2023 - 09.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered guest questions and offered referrals to local points of interest.
- Maintained cleanliness and organization of front desk area.
- Performed basic daily bookkeeping tasks.
- Demonstrated supervisory competency with Point of Sale (POS) equipment operations and cash handling practices.
- Responded to customer requests for products, services, and company information.
- Conducted general housekeeping functions such as removing spills and organizing supplies.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Monitored client satisfaction and prioritized issue resolution for superior customer experiences
Laboratory Technician
Beyond Engineering and Testing, LLC
04.2022 - 02.2023
- Calibrated and maintained instruments to keep equipment fully operational.
- Cleaned and sterilized tools and equipment to maximize purity of specimens.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Maintained documentation on tests performed in lab.
- Collected and performed analytical testing on in-process product.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
Veterinarian Technician Assistant
Far West Veterinary Clinic
07.2021 - 08.2022
- Examined animal patients, asking pet owners appropriate questions regarding behavior, eating habits and sleeping.
- Comforted clients when pets were sick or dying and provided listening ear.
- Explained preventive care measures for flea and tick control and heartworms.
- Restrained animals of all sizes appropriately during veterinary examinations and when immunizations were given.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Administered medications to animals in treatment and documented changes in condition.
- Collected patient biopsies and blood samples for laboratory analysis.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Restocked surgical and office supplies to keep all necessary materials easily accessible.
- Assisted veterinarians with radiographs and ultrasounds.
- Administer medications, vaccines and treatments as instructed by veterinarian.
- Collected and prepared specimens for laboratory testing.
- Greeted guests in with friendliness and professionalism.
Warehouse Worker
Austin Homebrew Supply
10.2021 - 04.2022
- Consistently lifted materials weighing as much as 80 pounds.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Assembled pallets and crates for secure transportation of materials.
- Assisted in receiving, stocking and distribution of merchandise.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Helped train new employees in safe practices and warehouse procedures.
- Maintained clean, orderly work environment free of hazards.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Used time management and efficient cleaning methods to meet deadlines.
- Researched latest industry trends and technologies, boosting knowledge and understanding of industrial production.
Department manager
Sprouts Farmers Market
10.2018 - 03.2022
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Monitored sales events for accuracy in scanning and signage, maintained current knowledge of weekly ad items and verified pricing integrity.
- Researched scan error sheets and not-on-file sheets promptly, corrected errors found and kept log of manual retail price changes.
- Sorted, logged and distributed price change paperwork, labels and tags and guided other team members in ordering and receiving tags.
- Gained and maintained knowledge of products sold within store and promptly responded to customer questions.
- Verified accuracy of prices charged to customers and confirmed attachment of correct attribute information.
- Operated pallet jack to pull and push pallets and instructed team members in safe use.
- Stocked and reset demo carts and confirmed closeout of stocking and scanning tasks.
- Kept records of production, tracked returned goods and took down and replaced new shelf tags.
- Executed correct signage placement in each aisle and department and replaced missing signs before store opening.
- Maintained accurate records of team attendance and documented disciplinary actions.
- Fostered environment to offer choices, incorporate team building and promote sense of belonging and group identity for members.
- Planned and executed follow-up audits at appropriate intervals.
- Operated and proficiently navigated computer hardware and software applications and performed accurate data entry to optimize services.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
Executive Admin
On The Mark Weather
03.2018 - 09.2018
- Reviewed employee concerns and new opportunities to drive business strategies.
- Identified trends and assessed opportunities to improve processes and execution.
- Assisted in employee appraisals, promotions and terminations based on performance reviews.
- Interviewed, recruited and trained new onboarding candidates.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Worked flexible hours across night, weekend, and holiday shifts.
- Self-motivated, with a strong sense of personal responsibility.
- Planned and booked travel arrangements and venues for company events.
- Completed clerical tasks such as file management and transmissions with speed and accuracy.
Server
P.F. Chang's
03.2017 - 04.2018
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Bussed and reset tables to keep dining room and work areas clean.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Served food and beverages promptly with focused attention to customer needs.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
Floor Manager
Green Vegetarian Cuisine
01.2017 - 03.2018
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Made personal recommendations for customers by sharing product knowledge and demonstrating product.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Oversaw supply restocking, area cleaning, and product organization.
- Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.
- Performed closing procedures 5 times weekly by balancing cash drawers and reconciling credit card transactions.
- Proven ability to develop and implement creative solutions to complex problems.
Barista
Starbucks
04.2009 - 01.2017
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Maintained regular and consistent attendance and punctuality.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Helped management keep adequate supply on hand by notifying of shortages.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Learned special recipe items and seasonal offerings to best meet customer needs.
- Used POS system to accurately enter orders and process payments.
Education
Graphic Design - Animation
Houston Community College
Houston, TX12.2024
Skills
- Customer service
- Communication skills
- Time management
- Computer literacy
- Guest services
- Microsoft product knowledge
- Leadership
- Documentation review
- Sales Experience
- Administrative Experience
- Schedule Management
- Quality assurance
Timeline
Lead Client Care Representative
Fond Memories Pet Cemetery & Crematorium
10.2023 - Current
Front Desk Associate
Massage Envy
05.2023 - 09.2023
Laboratory Technician
Beyond Engineering and Testing, LLC
04.2022 - 02.2023
Warehouse Worker
Austin Homebrew Supply
10.2021 - 04.2022
Veterinarian Technician Assistant
Far West Veterinary Clinic
07.2021 - 08.2022
Department manager
Sprouts Farmers Market
10.2018 - 03.2022
Executive Admin
On The Mark Weather
03.2018 - 09.2018
Server
P.F. Chang's
03.2017 - 04.2018
Floor Manager
Green Vegetarian Cuisine
01.2017 - 03.2018
Barista
Starbucks
04.2009 - 01.2017
Graphic Design - Animation
Houston Community College
Similar Profiles
Dexter GatesDexter Gates
Operations at Fond Memories Pet Cemetery And CrematoriumOperations at Fond Memories Pet Cemetery And Crematorium
Charniecia GardnerCharniecia Gardner
Operations Team Member at Fond MemoriesOperations Team Member at Fond Memories
Sabrina FinlaySabrina Finlay
Assistant Lead Patient Coordinator at Fond MemoriesAssistant Lead Patient Coordinator at Fond Memories