Nicole Peratt
Omaha,United States
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Manager, Executive Escalations
LinkedIn
10.2023 - Current
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Cultivated partnerships with internal/external stakeholders to maximize business opportunities and extend network reach within the industry sector.
Supervisor, Product Technical Operations
LinkedIn
10.2021 - Current
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
Technical Escalation Specialist 2
LinkedIn
09.2020 - Current
- Assisted in the implementation of new tools designed to improve case tracking and reporting capabilities within the escalation team.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
Technical Escalation Specialist
LinkedIn
08.2018 - Current
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Supervisor, Executive Escalations
LinkedIn
05.2022 - 10.2023
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Gathered, organized and input information into digital database.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
Connectifier/LTS Support Specialist
LinkedIn
07.2017 - 08.2018
- Currently I am the lead support specialist for Connectifier
- A product that LinkedIn acquired in February 2016
- Connectifier provides LinkedIn Recruiter users more value to find and contact the best talent
- It allows customers to hire/place talent faster by providing the ability to email hard-to-reach candidates and to personalize their message with more comprehensive candidate data like social media links
- My role has been to support both the customer and product to ensure success on both ends.
LTS Support Specialist
LinkedIn
01.2017 - 07.2017
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
Account Manager
Aureus Medical Group
07.2015 - 01.2017
- Hired by medical facilities to find and place the best Therapists nationwide to fill critical positions
- My territory covers Connecticut, DC, Delaware, Maryland, Nevada, Ohio, Rhode Island, Vermont, Virginia, and West Virginia.
General Manager at Pottery Barn Kids Regency
Williams-Sonoma, Inc.
03.2013 - 07.2015
- Direct and maintain all store operations to include training, scheduling and store audits
- Lead a team of 4 managers and 20 or more employees, dedicated to delivering excellent customer service
- Provide guidance and leadership to the In Home/In Store Designs team
- Generate increased sales through the planning and implementation of creative store events
- Provide feedback, training and coaching as needed to build a best in class team and increase productivity
- Coordination of detailed floor sets that are required by headquarters
- Building our client base through promotional activities such as credit cards, gift registries, in home designs and our members trade program
Education
Associate's degree - Graphic Design
Creative Center, College of Art & Design
01.2007
Associate's degree - Graphic Design
Creative Center, College of Art & Design
01.2007
Skills
- Customer Service
- Time Management
- Driving Results
- Customer Experience
- Team Building
- Recruiting
- Verbal and written communication
- Staff Management
- Managing Operations and Efficiency
- Staff Training and Development
- Employee Coaching and Mentoring
- Problem Resolution
Websites
Timeline
Manager, Executive Escalations
LinkedIn
10.2023 - Current
Supervisor, Executive Escalations
LinkedIn
05.2022 - 10.2023
Supervisor, Product Technical Operations
LinkedIn
10.2021 - Current
Technical Escalation Specialist 2
LinkedIn
09.2020 - Current
Technical Escalation Specialist
LinkedIn
08.2018 - Current
Connectifier/LTS Support Specialist
LinkedIn
07.2017 - 08.2018
LTS Support Specialist
LinkedIn
01.2017 - 07.2017
Account Manager
Aureus Medical Group
07.2015 - 01.2017
General Manager at Pottery Barn Kids Regency
Williams-Sonoma, Inc.
03.2013 - 07.2015
Associate's degree - Graphic Design
Creative Center, College of Art & Design
Associate's degree - Graphic Design
Creative Center, College of Art & Design