Nicole McBride

Communicates clearly with customers and teammates driving positive experiences and provide insights and solutions
Built and maintains relationships with peers and upper management to drive team success
Supports management team to facilitate task completion and meet performance and project goals
Focus to exceed quality service and performance benchmarks
Answers, screens and process high volume of calls daily with call management system and web-based communications
Manage escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
Offered resolutions to de-escalate calls and solve customer issues

Managed customer expectations by clarifying needs, identifying options and recommending products and services

Worked varied hours to meet seasonal and business needs.

Greeted customers and offered assistance for increased customer satisfaction.

Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.

Provided product price information to customers.

Identified customer needs and wants to enhance customer experiences and boost sales.

Managed customer relations through communication and helpful interactions.

Utilized customer feedback to improve product offerings.

Developed and implemented strategies to increase customer satisfaction and engagement.

Created solutions for customers to satisfy specific needs, quality and budget.

Maintained relationships with customers to maximize sales opportunities.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Attended telephone skills and program information training sessions to boost aptitude.

Processed debit and credit card and electronic check payments.

Educated customers on company systems, form completion, and access to services.

Boosted customer service satisfaction ratings through consistent quality control.

Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.

Trained new team members on restaurant procedures, menu items, and performance strategies.

Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.

Instructed servers on proper techniques for taking orders, serving food and providing customer service.

Supported management in administering policies and practices in areas such as human resources, compliance, safety, and quality assurance
Evaluated performance of associates and mentored underperforming employees on ways to improve
Coordinated work handoffs and schedules with other Shift Managers
Managed allocation of staff resources through close monitoring and projected future staff needs
Analyzed productivity reports to better manage overall performance
Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management
Enforced company policies and procedures to strengthen operational standards across departments
Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand
Resolved customer inquiries and complaints requiring management-level escalation
Delegated work to staff, setting priorities and goals
Recruited and trained new employees to meet job requirements
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
Mediated conflicts between employees and facilitated effective resolutions to disputes
Analyzed business performance data and forecasted business results for upper management

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Restocked supplies and placed purchase orders to maintain adequate stock levels.

Executed record filing system to improve document organization and management.

Scheduled office meetings and client appointments for staff teams.

Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.

Created and maintained databases to track and record customer data.

Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.

Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.

Assisted development and implementation of new administrative procedures.

Sorted and distributed office mail and recorded incoming shipments for corporate records.

Developed strategies to streamline and improve office procedures.

Negotiated contracts with vendors and suppliers for office supplies, equipment and services.

Drafted correspondence and other documents for CEO and department heads in company's voice.

Managed department budgets and generated financial reports for management review.

Managed filing system, entered data and completed other clerical tasks.

Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.

Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.

Facilitated timely delivery of special projects to meet organizational and departmental objectives.

Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.