Word
Nicole James
Client Service Rep/Human Resources
Fallston,MD
Summary
Talented leader with experience managing and motivating people to achieve and exceed company standards. Organized and dedicated with a proven track record of providing professional customer service in fast-paced environments. Experience executing various business office needs, sharp attention to detail, and strong decision-making skills to manage multiple tasks. Self-motivated and work ethic with the ability to perform effectively in independent or team environments.
Overview
4
4
years of post-secondary education
18
18
years of professional experience
Work History
Franchise Relationship Manager
Celebree School
Lutherville-Timonium, MD
12.2020 - 07.2021
- Executed prospecting campaign activities, evaluated outcomes of current practices, and initiated new procedures to increase and improve overall conversion rates.
- Conducted calls in a professional, and genuine manner.
- Routed qualified leads to the appropriate sales representative for further vetting and closure.
- Executed secret shopper calls to local competitors. Inquired pricing and compared the competition.
- Reached out to potential customers via telephone, email and in-person inquiries.
- Tracked sales calls in database for relationship management.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
Call Center Manager
Gutter Helmet By Harry Helmet
Millersville, MD
04.2015 - 10.2020
- Call center operations manager, gutter helmet by harry helmet Recruited, interviewed, hired and trained employees.
- Managed calendars, scheduling appointments, and appointment blocks.
- Prepared daily reports to assist business leaders with key decision making and strategic operational planning.
- Monitored call quality and provided constructive feedback to enhance performance.
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Recruited and screened qualified potential employees.
- Posted positions through approved recruitment channels.
- Partnered with management team to coordinate on-boarding and off-boarding processes.
Assistant Branch Manager
Tower Federal Credit Union
Clarksville , MD
12.2011 - 10.2013
- Tower federal credit union Maintains accuracy of the branch through daily balancing of teller cash drawers, vault, ATM’s, monetary instruments, transaction records and reports.
- Implemented internal audit procedures.
- Demonstrated knowledge financial products, including loans, loc.
- Entered and reviewed credit applications for risk factors and credit worthiness.
- Supervised team of 8 branch employees and made recommendations regarding performance evaluations.
- Developed sales strategy to meet established sales objectives.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Organized new employee orientation schedules for all new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Recruited and screened qualified potential employees.
- Assisted with meetings and presentations within company.
Assistant Branch Manager
M&T Bank
Baltimore, MD
04.2009 - 12.2011
- Build new client relationships by proactively identifying opportunities.
- Assist Branch manager with hiring, scheduling, and performance coaching.
- Take ownership of account servicing and error resolution.
- Resolving complex customer escalations and personnel concerns.
- Coached, trained and mentored team.
- Identified and capitalized on community business opportunities with effective networking.
- Interviewed, hired, and developed team.
- Managed accounts to retain existing relationships and grow share of business.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Monitored sales team performance, analyzed sales data and reported information to area managers.
Branch Manager & Asst VP
Provident Bank
Baltimore, MD
04.2002 - 04.2009
- Responsible for branch achieving its annual sales, and customer retention goals.
- Build effective relationships with business partners.
- Work closely on customer acquisition strategies and retention efforts.
- Developed new marketing campaigns.
- Manage book of clients with efforts on cross-selling and deepening relationships.
- Set risk management policies to mitigate bank losses.
- Submitted loan applications to underwriting for verification.
- Closing loans with clients.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Prepared all human resource documentation, including new hire letters, employee contracts and corporate policies.
Education
High School Diploma -
Old Mill High School
Millersville, MD 09.1996 - 06.2000
Skills
Customer Service
undefinedAccomplishments
- Auditing Cash Handling Conference Organizing Records Retention Technical Support/Troubleshooting Multi-Line Phone system Professional Phone Etiquette Employee Training & Development Administrative Auditing Payroll Business Development Organizing Events Team Building Interviewing/Hiring/Performance Review Quality Control.
Software
Excel
Outlook
Copier/Fax
CRM
Timeline
Franchise Relationship Manager
Celebree School
12.2020 - 07.2021
Call Center Manager
Gutter Helmet By Harry Helmet
04.2015 - 10.2020
Assistant Branch Manager
Tower Federal Credit Union
12.2011 - 10.2013
Assistant Branch Manager
M&T Bank
04.2009 - 12.2011
Branch Manager & Asst VP
Provident Bank
04.2002 - 04.2009
High School Diploma -
Old Mill High School
09.1996 - 06.2000
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