Nicole Horton
Oak Park
Summary
Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Professional
Comcast
08.2017 - Current
- Responsible for retaining customers by using active listening, empathy, and assuming ownership of customer issues through a resolution to prevent voluntary disconnects caused by issues such as move requests/transfer service, price/value concerns, technical issues, and change of ownership
- Train new hires in call-handling techniques
- Motivating representatives to have an extremely high level of accountability, ownership, product knowledge, and brand ambassador skills
- Conduct real-time phone monitoring and coaching to maintain required service levels
- Provide immediate feedback to representatives and associates to enhance call quality and increase productivity levels
- Handle customer escalations to ensure the customer experience is what we are most proud of.
GBS Human Resource Generalist
General Motors Company
09.2016 - 08.2017
- Provided support to employees regarding benefits, payroll, and policy issues and/or inquiries
- Processed employee changes using existing tools and processes, which includes compliance with company policies, compensation guidelines, and data accuracy
- Assisted in the preparation of employee separation notices and related documentation using PeopleSoft programs
- Completed On-boarding documentation such as I-9 E-Verify and citizenship for new hires
- Interacted with all levels of management to accomplish and aid with new hire orientation and benefits
- Collected and analyzed information regarding employee benefits.
Volunteer Coordinator
YMCA
02.2016 - 09.2016
- Initiated partnerships with non-profit agencies and community organizations to promote volunteer programming in Detroit Neighborhoods
- Developed a platform for non-profits to collaborate efforts for the city support with advertising and volunteer work through the YMCA
- Constructed relevant and sustainable programs that increased volunteer engagement within the city
- Accumulated and documented volunteer hours
- Provided guidance and positive reinforcement as well as lesson plans to 35 young ladies in 5th-7th grade weekly
- Facilitated weekly presentations based on values, goals, and topics that encourage and inspire
- Performed mediation sessions to address conflicts and ongoing issues with youth
- Collectively worked with a team of mentors to teach the youth critical thinking and reading skills.
Residential Manager
Money Minders
01.2014 - 10.2015
- Constructed and maintained employee schedules
- Actively recruited new employees for available positions
- Facilitated the training and development needs of all employees
- Acted as a direct liaison between management and personnel
- Coordinated the administration of staff meetings
- Prepared appropriate disciplinary and off-boarding documents as needed
- Maintained and tracked employee education and current certifications
- Structured Excel spread sheets for to document patient care and inventory of supplies.
Maintenance Planner, Data Entry Specialist, and Contract Time Administrator
Emerson Process Management
10.2004 - 01.2011
- Cross-trained and promoted within various areas
- Managed pay-roll processing and maintenance of payroll records
- Finalized manager expense reports
- Managed and worked within the EMMS database to generate work orders.
Education
Master of Science in Industrial and Organizational Psychology -
05.2023
Bachelor of Arts in Labor Studies -
05.2015
Skills
- Report creation
- Policies and Procedures Adherence
- Escalation management
- Quality Assurance Controls
- Training development aptitude
- De-Escalation Techniques
- Business Development
- Document and Records Management
Certification
- Valid Notary Public Commission in State of Michigan, 09/27
- Google Data Analyst Certification, In progress
Timeline
Customer Service Professional - Comcast
08.2017 - Current
GBS Human Resource Generalist - General Motors Company
09.2016 - 08.2017
Volunteer Coordinator - YMCA
02.2016 - 09.2016
Residential Manager - Money Minders
01.2014 - 10.2015
Maintenance Planner, Data Entry Specialist, and Contract Time Administrator - Emerson Process Management
10.2004 - 01.2011
Baker College - Master of Science in Industrial and Organizational Psychology,
Wayne State University - Bachelor of Arts in Labor Studies,