Nicole Poole
Piedmont,SC
Summary
Knowledgeable Senior Operation Manager with over ten years years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
20
20
years of professional experience
Work History
Safe Support Manager
Hopskipdrive Inc
Los Angeles, CA
08.2022 - Current
- Own the Safe Ride Support experience; work closely with the Director of Trust & Safety to develop and set scalable team policies, procedures, and standards.
- Created reports on key performance indicators to track progress against objectives.
- Collaborated with cross-functional teams to develop process improvements that increased productivity.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Supervised, assisted and coached other operations managers.
Senior Operation Manager
Anyone Home Inc
Greenville, SC
09.2021 - 08.2022
- Build and optimize company-wide customer success programs and processes in collaboration with the Customer Success organization, RevOps, and the broader Anyone Home Inc
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Monitored progress by establishing plans, budgets and measuring results.
- Advised senior leadership on potential changes or modifications needed for current processes and procedures.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Implemented successful business strategies to increase revenue and target new markets.
Property Consultant Supervisor
Anyone Home Inc
Greenville, SC
08.2016 - 09.2021
- Manages a team of 30+ employees, including work-from-home employees, while helping with the overall success of the Contact Center operations.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Developed processes and systems to improve efficiency within the department.
- Participated in hiring interviews and selection process for new team members.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Provided guidance, training, coaching and mentoring to call center team members.
Technical Support Representative
Alorica
Greenville, SC
01.2016 - 08.2016
- Checked to ensure appropriate changes were made to resolve customers' problems.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Ensured compliance with company policies and procedures regarding technical support operations.
Lifeguard
Westside Aquatic Center
Greenville, SC
02.2004 - 12.2009
- Monitored activities in swimming areas to prevent accidents and assist swimmers.
- Cautioned swimmers regarding unsafe practices and safety hazards.
- Identified emergency situations or potential drownings and entered water for lifesaving measures.
- Enforced all safety regulations and posted rules for patrons.
- Checked chemical level of pool before lesson commencement and notified maintenance department of issues.
- Delivered basic life support in emergency situations and administered CPR to stabilize individuals prior to ambulance arrival.
- Participated in monthly training courses to stay up-to-date in water rescue techniques.
- Led swimmer instructional lessons with varying aged participants to share optimal swim techniques and promote strength building.
Education
Associate of Business Administration -
Brown Mackie College
Greenville, SC01.2014
Culinary Arts Degree -
Greenville Technical College
Greenville, SC01.2011
Skills
- Proven Management
- Developing strategies
- Employee Development
- Client Retention
- Performance Management
- Retention Strategies
- Policy Development
- Staff Management
- Conflict Management
- Travel Arrangements
- Scheduling Expertise
- Staff Development
- Operations Management
- Recruitment
- Regulatory Compliance
- Management Support
References
Available upon request
Timeline
Safe Support Manager
Hopskipdrive Inc
08.2022 - Current
Senior Operation Manager
Anyone Home Inc
09.2021 - 08.2022
Property Consultant Supervisor
Anyone Home Inc
08.2016 - 09.2021
Technical Support Representative
Alorica
01.2016 - 08.2016
Lifeguard
Westside Aquatic Center
02.2004 - 12.2009
Associate of Business Administration -
Brown Mackie College
Culinary Arts Degree -
Greenville Technical College
Similar Profiles
Frederick PooleFrederick Poole
Client Operation Specialist at Hopskipdrive IncClient Operation Specialist at Hopskipdrive Inc
Gina CamachoGina Camacho
Care Driver at HopSkipDriveCare Driver at HopSkipDrive
Samantha ReyesSamantha Reyes
Email/Chat Support Representative at HopSkipDriveEmail/Chat Support Representative at HopSkipDrive