Nicole Maldonado
Fort Lee,NJ
Summary
Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.
Overview
15
15
years of professional experience
Work History
Customer Experience Supervisor
Jet Aviation
04.2023 - Current
- Served as the primary liaison with U.S and foreign embassies, PAPD, and U.S. Secret Service, coordinating diplomatic flight operations requiring strict adherence to government protocols and security mandates.
- Leveraged advanced communication skills to effectively manage challenging customer situations, leading to increased trust and satisfaction.
- Conducted regular evaluations of staff performance, identifying areas for improvement and implementing targeted training initiatives as needed. (Customer Experience Trainer for the busiest FBO in the network).
FBO Ambassador
Jet Aviation
10.2021 - 04.2023
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Served as organization ambassador at various charity events, promoting mission and values.
- Developed and launched after-hours Customs service, enhancing operational continuity with round-the-clock customer escort and expedited clearance.
Customer Service Representative
Jet Aviation
12.2020 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed service focused one-to-one relationships with thousands of global customers to anticipate preferences and needs and deliver above expectations.
- Strengthened organizational cohesion by fostering cross-functional collaboration between line service and customer service, enhancing both customer experience and operational performance.
Social Media Manager
Premiere Response
04.2019 - Current
- Managed multiple social media platforms, ensuring a consistent brand voice and message for omnichannel contact center for consumer health brands.
- Facilitated knowledge sharing through regular workshops and training sessions focused on best practices in data analytics and organic earned media methodologies.
- Spearheaded the implementation of Khoros, an automated reporting system for streamlined tracking of KPIs across departments.
Fleet Manager
Prestige BMW
09.2013 - 01.2015
- Partnered with financial services developing a monitoring and alert program to maximize subsidy payments and resale value for $3.4M loaner fleet.
- Maintained accurate records of all vehicles'' registration, insurance policies, maintenance logs, and other relevant documentation for easy access during audits or inspections.
- Managed a diverse team of drivers, maintenance crews, and administrative staff which contributed to improved collaboration and efficiency in the workplace.
CALL CENTER CUSTOMER RELATIONS ASSOCIATE
SNOWJOE
01.2015 - 11.2016
- Company Overview: Provider of eco-friendly outdoor home tool solutions
- Developed and presented customer and employee training with video tutorials for operating specialized equipment.
- Improved product ratings on QVC and Amazon 75% in just one month with customer appreciation program promoting honest product reviews.
- Supported company mission to embody Amazon’s customer experience and service strategies.
- Provider of eco-friendly outdoor home tool solutions
Client Service Representative
Hertz at Jet Aviation
09.2010 - 09.2013
- Introduced new strategy increasing location rental revenue 60% in first quarter.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
Education
Master’s degree - Communications
William Paterson University
Wayne, NJ05-2026
B.A. - Communications / Public Relations
William Paterson University
Wayne, NJ05-2019
Skills
- Microsoft Office Suite
- Social media management
- Media monitoring expertise
- SEMrush proficiency
- Data analysis Google Trends
- Effective stakeholder engagement
- Effective team management
- Conflict resolution
- Operational efficiency management
- Client acquisition strategies
Languages
Spanish
Timeline
Customer Experience Supervisor
Jet Aviation
04.2023 - Current
FBO Ambassador
Jet Aviation
10.2021 - 04.2023
Customer Service Representative
Jet Aviation
12.2020 - 10.2021
Social Media Manager
Premiere Response
04.2019 - Current
CALL CENTER CUSTOMER RELATIONS ASSOCIATE
SNOWJOE
01.2015 - 11.2016
Fleet Manager
Prestige BMW
09.2013 - 01.2015
Client Service Representative
Hertz at Jet Aviation
09.2010 - 09.2013
Master’s degree - Communications
William Paterson University
B.A. - Communications / Public Relations
William Paterson University
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