Nicole McIntire
Indianapolis,IN
Summary
I am a high-energy trainer and leader, also known as a consultant trainer. I have been a trainer in People and Culture for over 20 years. My experience includes, orientating new employees, creating and delivering SOP's, employee relations, cross-functional collaboration and building strong customer relationships. I bring organization, interpersonal and multitasking abilities and Meets tight deadlines. I am also a Dedicated Learning Trainer who works with operations and a variety of skill levels when training teams. I have learned to solve problems by thinking strategically and collaborating with a variety of individuals to resolve difficult situations.
Overview
18
18
years of professional experience
Work History
Client Services Consultant
Magnit Global
Indianapolis, Indiana
02.2020 - Current
- Answered customer concerns with knowledgeable responses and solved problems quickly to maintain satisfaction.
- Cultivated and strengthened relationships between customer and company in order to promote brand and grow loyalty.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
- Implemented new company platform initiatives, learning and mastering new technologies to improve client service.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
Client Service Representative
Magnit Global
Indianapolis, IN
02.2018 - 02.2020
- Created and maintained required databases, spreadsheets and tracking mechanisms.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Implemented new company platform initiatives, learning and mastering new technologies to improve client service.
- Established reporting criteria and standards to effectively maintain data integrity.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
Branch Manager
Elwood Staffing Services
Indianapolis, IN
12.2013 - 02.2018
- Reviewed operational challenges with external vendors, consistently improving service levels.
- Trained and instructed employees in job duties or company policies, arranging for training when needed.
- Measured and tracked KPIs to enhance customer experience and improve customer retention.
- Resolved customer complaints and answered customers questions regarding policies and procedures
- Worked with executive management teams to align customer service department policies and systems with company objectives.
- Analyzed competitors and market trends to facilitate business growth.
- Mentored and onboarded new staff members to establish top client satisfaction.
- Identified, researched and resolved financial reporting and auditing issues.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
Customer Service Manager
Elwood Staffing Services
Indianapolis, IN
08.2008 - 12.2013
- Scheduled meetings with prospective and existing clients to optimize long-term business success.
- Conducted training and offered staff development opportunities to decrease process lags.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
On-Site Manager
Elwood Staffing Services
Indiana, IN
08.2006 - 08.2008
- Organized and participated in monthly on-site meetings with clientele and subcontractors.
- Retained records of supplies and tools used and tasks performed for each project.
- Reduced employee and subcontractor turnover rate.
Education
Bachelor of Science - Business Management
Ball State University
Muncie, INSkills
- Account Management
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Procedure Manual Writing
- Coaching and Development
- Curriculum Design
Timeline
Client Services Consultant
Magnit Global
02.2020 - Current
Client Service Representative
Magnit Global
02.2018 - 02.2020
Branch Manager
Elwood Staffing Services
12.2013 - 02.2018
Customer Service Manager
Elwood Staffing Services
08.2008 - 12.2013
On-Site Manager
Elwood Staffing Services
08.2006 - 08.2008
Bachelor of Science - Business Management
Ball State University
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