Nicole Jones
Fort Worth,TX
Summary
Results-driven Strategic Planning Leader with over a decade of leadership experience. Thrives on creative problem-solving and exposure to diverse projects and operational training. Seeking growth opportunities in a collaborative environment to further enhance skills. Skilled in customer relationship management, ensuring high levels of client satisfaction and engagement through effective communication and strategic planning. Proven track record of successfully managing and mentoring teams to achieve collective goals.
Overview
13
13
years of professional experience
Work History
Customer Engagement Manager
Southwest Airlines
06.2022 - Current
- Lead a Team of Representatives to define standards and determine goals and objectives
- Coach and develop tenured and new Representatives with sensitive topics, quality assurance, and problem solving
- Calibrate Performance Appraisals
- Change agent for process improvements
- Promote an organizational culture, integrity and Servants Heart
- Leveraged analytics tools to track customer engagement and satisfaction levels, allowing for continuous improvement of processes and strategies.
- Launched successful incentive programs that rewarded loyal customers while also attracting new clientele.
- Organized special events such as webinars and workshops aimed at strengthening relationships with customers while showcasing product offerings or industry knowledge.
Customer Experience/Relations Representative
Make Corporation/Southwest Airlines
06.2018 - Current
- Talent Management Spring 2020 candidate
- Yellow Belt recipient for the Continuous Improvement Program
- Responsible for providing responses to telephone, e-mail, and social media inquiries from internal and external Customers with conflict resolution
- Address Rapid Rewards account questions and technical resolutions
- Mentor/Nesting
- Change Network Member
Senior Agent
Walmart eCommerce
03.2017 - 06.2018
- Enhances customer engagement and collects customer feedback
- Identifies root cause solutions for Walmart Stores and Walmart.com issues
- Resolves escalated store merchandise, online orders, and customer issues
- Supports and advise entry-level Contact Center agents
- Assist with escalated Walmart.com issues by chat instant messaging
- New Hire Trainer and SME Team Leader
Event Coordinator
Main Event Entertainment
04.2016 - 05.2017
- Booked birthday and corporate events
- Answered inbound calls
- Troubleshoot network errors
- Scheduling and coordinate quarterly meetings
- Meet daily sales goals and quotas each month
Senior Assistant Manager/Acting General Manager
Chuck E. Cheese
04.2012 - 11.2015
- Scheduled 35-40 crew members and 4 Managers and Coordinators
- Conduct pre-shift and weekly developmental meetings to ensure organizational efficiency
- Maximized profit by controlling food, beverage and labor costs daily
- Employee Evaluations
- District Trainer for Manager New Hires
- Built sales forecasts to reflect daily productivity targets
- Create team building activities to keep employees engaged and to reduce turnover rate
Education
Master of Science - Advanced Data Analytics
University of North Texas
Denton, TX05.2026
Bachelor of Science - Psychology, Minor in Sociology
University of North Texas
Denton, TX05.2025
Skills
- Microsoft Excel
- Microsoft Word
- Power Point
- Customer service skills
- Office/Finance management skills
- Excellent verbal skills
- Technical aptitude
- CRM software proficiency
- Customer segmentation
- Creative mindset
Timeline
Customer Engagement Manager
Southwest Airlines
06.2022 - Current
Customer Experience/Relations Representative
Make Corporation/Southwest Airlines
06.2018 - Current
Senior Agent
Walmart eCommerce
03.2017 - 06.2018
Event Coordinator
Main Event Entertainment
04.2016 - 05.2017
Senior Assistant Manager/Acting General Manager
Chuck E. Cheese
04.2012 - 11.2015
Master of Science - Advanced Data Analytics
University of North Texas
Bachelor of Science - Psychology, Minor in Sociology
University of North Texas
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