Nicole Polite
Miami
Summary
Compassionate and experienced support professional with over a decade in high-volume call center operations, multi-department coordination, and talent development. Skilled in active listening, de-escalation, and fostering trust through empathy and emotional intelligence. Adept at creating safe, collaborative environments that empower individuals to reach personal goals.
Overview
12
12
years of professional experience
Work History
Call Center Agent
1 Hotel South Beach
06.2025 - Current
- Manage high-volume inbound calls, and route them to the appropriate person or department.
- Resolve guest inquiries and issues promptly, enhancing overall guest experience.
- Help with pre-arrival logistics such as airport transfers, luggage storage, and special requests.
- Handle booking inquiries and make reservations for rooms, and potentially for amenities like food and beverage venues or spa services.
Peer Counselor
Sonrise Mission
07.2024 - 06.2025
- Mentor residents based on their own recovery journey, setting a positive example and helping others.
- Providing individualized support to residents through counseling sessions.
- Assisted residents in developing and planning for recovery-focused goals.
- Worked with other staff and team members to provide a comprehensive support system for residents.
Double Trouble Recovery Facilitator
Georgia Mental Health Consumer Network
08.2022 - 07.2024
- Facilitated weekly peer-to-peer support group meetings, following the DTR 12-step meeting format.
- Provided emotional support and guidance to individuals navigating mental health challenges.
- Inform clients of available professional helpers and community resources.
- Educate participants about the relationship between mental health disorders and substance use problems.
Front Office Manager
Crowne Plaza Atlanta Perimeter at Ravinia
10.2021 - 07.2024
- Managed daily front office operations, ensuring seamless guest experiences and satisfaction.
- Streamlined recruitment processes, enhancing candidate experience and reducing time-to-hire while strengthening workforce quality.
- Supervised and trained front office staff, fostering a collaborative and efficient work environment.
Victim Advocate
Mary's Place
08.2019 - 10.2021
- Demonstrated empathy and understanding to clients in crisis, fostering a safe space for healing and recovery.
- Executed timely crisis interventions, ensuring clients received immediate support and resources, leading to enhanced recovery outcomes.
- Partnered with local law enforcement and healthcare providers to streamline referral processes, improving access to essential services for clients.
- Monitored client progress through systematic follow-ups, enabling targeted interventions and measurable improvements in wellbeing.
Operations Manager
Hampton Inn and Suites
07.2014 - 08.2019
- Oversaw daily operations across departments, ensuring compliance with franchise standards and achieving operational excellence.
- Fostered a positive team culture by mentoring staff, enhancing morale and encouraging a collaborative work environment.
- Developed customized welcome packages for VIP guests, enhancing their experience and promoting repeat business.
Teaching Assistant
Savannah Chatham County Public School System
08.2013 - 06.2016
- Fostered a positive learning environment by assisting teachers and providing individualized support to enhance student engagement.
- Coordinated with educators to develop tailored instructional materials, resulting in improved student comprehension and performance.
- Cultivated strong relationships with students to encourage participation and build confidence in their abilities.
Education
High School Diploma -
Beach High School
Savannah, GASkills
- Motivational interviewing
- Relapse prevention
- Grief support
- Problem-solving
- Team leadership
- Effective multitasking
Timeline
Call Center Agent
1 Hotel South Beach
06.2025 - Current
Peer Counselor
Sonrise Mission
07.2024 - 06.2025
Double Trouble Recovery Facilitator
Georgia Mental Health Consumer Network
08.2022 - 07.2024
Front Office Manager
Crowne Plaza Atlanta Perimeter at Ravinia
10.2021 - 07.2024
Victim Advocate
Mary's Place
08.2019 - 10.2021
Operations Manager
Hampton Inn and Suites
07.2014 - 08.2019
Teaching Assistant
Savannah Chatham County Public School System
08.2013 - 06.2016
High School Diploma -
Beach High School