Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Hunter

Summary

Technical Account Manager with hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.

Overview

14
14
years of professional experience

Work History

Senior Account Manager

Paycom
01.2023 - 12.2023
  • Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
  • Streamlined internal processes for improved team productivity and collaboration.
  • Streamlined support processes for increased efficiency and shorter response times.
  • Established strong relationships with clients, resulting in repeat business and referrals.
  • Developed strong relationships with key clients, leading to increased account retention and growth.
  • Implemented innovative strategies to optimize product performance for client needs.
  • Conducted regular account reviews to proactively identify potential challenges and recommend preventive measures.
  • Maintained detailed records of all customer interactions, allowing for targeted follow-ups and improved long-term support quality.

Operations Analyst

Brooksource Consulting, CONTRACTOR, INFORMATION TECHNOLOGY
03.2021 - 01.2023
  • Reviewed process failures and determined root causes
  • Enhanced customer satisfaction by promptly addressing delivery inquiries and resolving issues.
  • Developed strong relationships with clients, fostering a positive company image through exceptional communication skills.
  • Coordinated with drivers to ensure timely deliveries, resulting in increased customer satisfaction.
  • Streamlined delivery processes for improved efficiency and accuracy in order tracking.
  • Engaged in collaborative design of production facilities
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
  • Performed effectively in a self-directed work environment, managing day-to-day operations and decisions
  • Fielded customer complaints and facilitated negotiations, resolving issues, and reaching mutual conclusions
  • Contributed to team objectives in a fast-paced environment
  • Maintained current knowledge of evolving changes in the marketplace
  • Kept detailed records of daily activities through an online customer database
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Optimized operational efficiency by analyzing and streamlining processes.
  • Enhanced data accuracy through meticulous attention to detail in data management tasks.
  • Boosted customer satisfaction levels with thorough analysis of client feedback and timely resolution of issues.
  • Improved team productivity by implementing effective workflow strategies and time management techniques.

Customer Service Supervisor

Map Communication
11.2018 - 03.2021
  • Improved customer satisfaction by implementing new call center strategies and streamlining processes.
  • Coached and mentored agents for increased performance, resulting in higher customer service ratings.
  • Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
  • Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
  • Developed comprehensive training materials for new hires, ensuring a smooth onboarding process.
  • Implemented quality assurance measures, leading to an increase in first-call resolution rates and overall customer satisfaction scores.
  • Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
  • Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
  • Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.

Accounts Receivable Specialist - Freight

AIT Worldwide
04.2015 - 11.2018
  • Recover payment on overdue freight bills per our terms of the agreement
  • Enhanced cash flow by ensuring timely invoicing, payment application, and account reconciliation.
  • Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
  • Maintained accurate financial records with meticulous attention to detail in data entry and account management.
  • Negotiate repayment plans with debtors and assist them with solutions to paying overdue bills
  • Auditing ledgers periodically to ensure that the invoice numbers and billing addresses are accurate
  • Maintaining accurate accounting ledgers that are in line with best practices
  • Generating financial reports and statements that detail the status of accounts receivable
  • Followed up on overdue payments from clients to establish good cash flow
  • Monitored accounts to verify compliance with payment terms and schedules
  • Utilized Microsoft Excel, QuickBooks, and Oracle software to manage invoices and payments
  • Developed and maintained positive relationships with clients to maximize collections
  • Generated monthly accounts receivable reports to submit developments for management review
  • Reconciled accounts receivable ledger to verify payments and resolve variances
  • Identified, researched, and resolved billing variances to maintain system accuracy
  • Managed and responded to correspondence and inquiries from customers and vendors
  • Matched purchase orders with invoices and recorded necessary information
  • Reconciled account information and reported figures in the general ledger by comparing them to bank account statements each month.

Customer Solutions Specialist - Freight

Carlton Staffing Services
06.2013 - 04.2015
  • Overages, Shortages, and Damages (OS&D)
  • Enhanced customer satisfaction through proactive communication regarding shipment status and addressing concerns promptly.
  • Increased efficiency by optimizing freight routes and coordinating with drivers on delivery schedules.
  • Streamlined dispatch operations by implementing new software tools to improve tracking and scheduling processes.
  • Reduced delivery times with strategic route planning, considering factors such as traffic, weather, and driver availability.
  • Answered customer support inquiries via specialized ticket-tracking platforms
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
  • Utilized a ticketing system to track customer requests and prioritize urgent needs
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms
  • Communicating with the shipper or consignee to locate lost freight
  • Processing insurance claims for damaged freight
  • Investigating shipments that were possibly incorrect quantities on the Bill Of Lading
  • Ability to effectively cross-train other employees.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined communication channels for improved customer interaction and feedback collection.
  • Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.

Customer Service Representative

Dialog Direct
12.2009 - 06.2013
  • Provided product information to the elderly customer base calling to inquire
  • Initiating sales upsells, cross-sells, transaction updates, refunds, as well as shipping information
  • Left detailed notations into the accounts upon the customer calling in regarding their orders
  • Helping a customer choose which television service would be best for them
  • Answering questions about how to install or upgrade a piece of software
  • Recommending a new couch for a customer's living room after they call in to ask for advice
  • Answered phone with friendly greetings to create a positive inbound calling experience for customers
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions
  • Resolved complaints to satisfy customers and encourage future transactions
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Responded to customer calls and emails to answer questions about products and services.
  • Boosted customer retention by promptly handling complaints and providing appropriate solutions.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.

Education

BBA - Business Administration And Management

University of Texas At Arlington
Arlington, TX
06.2022

Associate of Arts - Human Resources Management

Tarrant County College District
Fort Worth, TX
05.2011

Skills

  • Goals and Performance
  • Operations
  • Order Management
  • Excellent Negotiation Skills
  • Planning and Scheduling
  • Meticulous Attention to Detail
  • Overseeing Keyword Placement
  • Keyword Research Tools
  • Content Optimization
  • Call Management
  • Customer Service
  • Account Updating
  • Escalation Management

Timeline

Senior Account Manager

Paycom
01.2023 - 12.2023

Operations Analyst

Brooksource Consulting, CONTRACTOR, INFORMATION TECHNOLOGY
03.2021 - 01.2023

Customer Service Supervisor

Map Communication
11.2018 - 03.2021

Accounts Receivable Specialist - Freight

AIT Worldwide
04.2015 - 11.2018

Customer Solutions Specialist - Freight

Carlton Staffing Services
06.2013 - 04.2015

Customer Service Representative

Dialog Direct
12.2009 - 06.2013

BBA - Business Administration And Management

University of Texas At Arlington

Associate of Arts - Human Resources Management

Tarrant County College District

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Nicole Hunter