Nicole Hitt
Business Operations
Humble,TX
Summary
Proactive as a Team Leader, Player and Trainer. Heavily experienced in human resources, employee scheduling, payroll data collection, time off approvals/requests and company policies. Experienced in technical writing, training document creation, employee relations, customer service, scheduling and data management, 7 plus years of remote experience with excellent time management, project management and completion. Expert at multi-tasking, using excel, google spreadsheet tracking and monitoring as well other task management platforms. Enjoy researching optimal alternatives and verifying we are always using the best and most effective means to complete our goals while keeping employees trained on the newest procedures.
Overview
10
10
years of professional experience
Work History
Director of Customer Success/ Operations
MomentumVirtualTours
07.2023 - Current
- As part of one of the fastest growing companies in PA, provided Customer Success strategies and implemented project tracking via Monday.com
- Managed multiple google sheets/ excel sheets, these have successfully been merged into project boards for quick reference for the company
- By implementing processes via monday.com as well as 17hats, boosted productivity and deliverables
- Responsible for employee HR notifications, hiring, meetings with Clients via zoom, problem solving and multi level scheduling of projects and teams
- Also in charge of training all teams on the use of the task management systems.
Regional Account Manager
AIG
08.2022 - 07.2023
- Trained Managers to handle accounts from sign up to completion of Virtual Events for Doctor and Cosmetic offices
- This involved extreme time management dealing with all time zones across the US with multiple channels of communication at all times to ensure all assets were collected/ revised to ensure successful Virtual Events
- Moderation through Lead generation of each event was over seen at the rate of 30- 50 events per month.
Customer Success/ OFA Specialist
ClickFunnels
05.2019 - 08.2022
- Created and monitored all Facebook Groups for OFA, Coaching Schedules, video loading and pinning at specific times, assisted with all Departments in OFA questions/resources
- Managed all OFA projects under the Project Director including SOP’s, Lesson Plan creation plus numerous tasks to keep all Groups, Coaches, Posts monitored and running smoothly.
Document Editor/ Lead Proctor/ Training
ECFMG
Houston, TX
07.2017 - 12.2018
- Conducted medical testing for Medical Students to obtain licensing in the United States
- Orientation direction, powerpoint creation and presentation to lead the exam in a timely manner
- Ensured all testing materials were handled with confidentiality and all Examinee information was secured
- Trained in Camera operations for recording testing and providing feedback where needed for improvement
- Content creation for training of Proctor procedures.
Co-Owner / Media Content Creation
CrossFit Haste
Atascocita, TX
12.2013 - 08.2017
- Compiled Marketing data and research as well as promotions
- Directed Teens Program as well as coordination of all challenges and competitions
- Oversaw all programming and managed billing and membership status
- Project Coordinator for athlete programming, meals, competitions as well as company growth
- Maintained budget and projection for future memberships and equipment needs.
Technical Writer/ Training Team
ClickFunnels
- Promoted to Technical Writing to ensure all departments are trained according to SOP’s with company guidelines
- This includes creating and recording custom training videos using Camtasia
- Documents reviewed and updated as needed, rewritten and re-recorded as policies progress and change.
Customer Support
ClickFunnels
- Striving to excel and providing over 90% CSR while assisting clients with a variety of issues
- Handling a variety of client requests including billing, orders, shipping and receiving
- Secure and professional with classified details such as account access, billing details and password reset and access.
Education
AA in Marketing -
01.2002
Graduate -
Skills
- Client Advocacy
- Customer Support
- Customer Retention Strategies
- Strategic Planning
- Business Needs Assessment
- New Business Development
- Account Management
- Customer Service
- Operations Management
- Staff Training and Development
- Decision-Making
- Appointment Scheduling
- Data Analytics
- Time Management
- Business Analytics
- Business Objective Analysis
- Change Management
Platforms Of Proficiency
- FlowLu
- Monday.com
- 17Hats
- CRC Management
- Google Spreadsheets
- Excel
- Acuity
- Google Docs
- Zoom/ Google Meets
- Loom Recording
- Slack
- MailChimp
- Zapier
- GCal Invitation/scheduling
- Zendesk
- Adobe
- Stripe
- Square
References
References available upon request.
Timeline
Director of Customer Success/ Operations - MomentumVirtualTours
07.2023 - Current
Regional Account Manager - AIG
08.2022 - 07.2023
Customer Success/ OFA Specialist - ClickFunnels
05.2019 - 08.2022
Document Editor/ Lead Proctor/ Training - ECFMG
07.2017 - 12.2018
Co-Owner / Media Content Creation - CrossFit Haste
12.2013 - 08.2017
Technical Writer/ Training Team - ClickFunnels
Customer Support - ClickFunnels
Green Mountain College - AA in Marketing,
Jersey Village High School - Graduate,