NICOLE MARSH
Richmond,United States
Summary
Professional with experience in customer service leadership and exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
21
21
years of professional experience
Work History
Non Profit Scheduling Coordinator
Saint Francis Humane Association
10.2022 - Current
- Coordinated scheduling for animal adoptions, ensuring timely and efficient service delivery.
- Managed a complex calendar of events, prioritizing tasks to optimize operational workflows.
- Communicated effectively with staff and volunteers to facilitate smooth appointment processes.
- Implemented scheduling software, enhancing appointment tracking and resource allocation efficiency.
Customer Service Manager
Sycamore Veterinary Hospital
Midlothian, VA
02.2019 - 11.2022
- Led customer service team to enhance client satisfaction through effective communication and problem resolution.
- Executed initiatives that improved overall client retention rates through enhanced service delivery strategies.
- Collaborated with veterinary staff to streamline appointment scheduling and reduce wait times.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Front Office Receptionist
Village Veterinary Service
Amelia, Virginia, United States
03.2018 - 02.2019
- Fulfill clients’ needs from start to finish with a smooth friendly check-in and a fast and efficient check-out
- Control outflow and order prescription pet food as needed, while keeping space and selling trends in mind.
- Use knowledge to prioritize and schedule based on medical needs and availability.
- Produce accurate estimates with leeway for unforeseen circumstances involved in surgery.
- Coordinated communication between veterinary staff and clients to enhance service delivery.
- Developed and maintained positive client relationships to foster loyalty and trust.
Store Manager
Gymboree
Richmond, Virginia, United States
10.2005 - 03.2018
- Generated repeat business through exceptional customer service.
- Trained and developed new associates on POS system and key sales tactics. Increased profits through effective sales training and troubleshooting profit loss areas.
- Coordinated visual merchandising efforts, aligning store displays with brand guidelines.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Instructed staff on appropriately handling difficult and complicated sales and situations
- Continually trained and mentored staff, fostering a collaborative team environment.
Skills
- Adherence to high customer service standards
- Focused on customer satisfaction
- Exceptional telephone etiquette
- Customer retention
- Staff training and development
- Verbal and written communication
- Problem-solving
Timeline
Non Profit Scheduling Coordinator
Saint Francis Humane Association
10.2022 - Current
Customer Service Manager
Sycamore Veterinary Hospital
02.2019 - 11.2022
Front Office Receptionist
Village Veterinary Service
03.2018 - 02.2019
Store Manager
Gymboree
10.2005 - 03.2018