NICOLE R SLAUGHTER- SMITH
Las Vegas,NV
Summary
Customer Care Manager offering over 10 years
track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
14
14
years of professional experience
Work History
Customer Care Supervisor
Hilton Grand Vacations
01.2023 - Current
- Assist CCR with the daily activities and provide with guidance and motivation
- Train and tract daily production and attendance
- Coach and develop team according to product standards
- Take over escalated calls
- Manage revenue by making sure proper fees are being charged
- Maintain files for each team member
- Monitor and provide feedback on calls
- Assist other departments and fill in when needed
- Payroll
- Create monthly strategies to increase revenue and performance
Card Care Supervisor
Fiserv
01.2019 - 01.2023
- Company Overview: Phoenix, AZ
- Providing coaching, support, career mentorship and feedback to associates on performance, and career goals
- Ensuring company policies and processes are followed
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, training, professional development and floor management to ensure service levels are consistently met and resolve complex called out client concerns and disputes
- Recruiting by interviewing and making effective hiring recommendations and develop and implement process improvements, and effective mange change to ensure departmental objectives are met correction action
- Performing quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance
- Leading workflow distribution /Motivating/inspiring team members
- Being accountable for team’s performance and understands the importance of achieving goals to guide the business to the next level of performance
- Phoenix, AZ
Fraud Detection Supervisor
PSCU
01.2015 - 01.2019
- Company Overview: Phoenix, AZ
- Assist in the function of the Fraud Detection call center floor as well as manage a team of 20 agents
- Responsible for the coaching and developing of these agents
- Take escalation calls
- Motivate agents through positive communication and feedback
- Floor walking rotation develop team and floor wide incentives
- Call audits, side by side monitors
- Track quality, adherence and CPH, scores daily, weekly monthly and quarterly
- Monitor short calls, unscheduled and not ready codes
- Attend leadership meetings and call calibration huddles
- Work closely with workforce, QA department and response center
- Track attendance, submit and deliver corrective actions, administer training programs assist with scheduling, monitor approve and submit payroll
- Assist with the hiring and termination of employees
- Review accounts submitted for possible fraud
- Work supervisor queues and Supervisor box daily
- Phoenix, AZ
Supervisor
APAC
01.2014 - 01.2015
- Company Overview: Phoenix, AZ
- Assist in the function of the call center floor of over 90 agents, while also managing my own team of 16 agents
- Monitor calls to find root causes of job performance and coaching opportunities
- Run daily weekly and monthly reports, monitor bill to pay for each client on each of my employees as well as loss time
- Monitor attendance, and agent accountability
- Pay roll, scheduling set up daily weekly and monthly incentive programs for the entire floor
- Train new hires and coach existing agents to do a more efficient job and provide excellent customer service
- Phoenix, AZ
Account Representative / Team Lead
MERCHANTS CREDIT GUIDE
01.2011 - 01.2014
- Contact debtors with overdue medical bills via auto dialer and inbound calls
- Collect balance if debtor cannot pay balance, then negotiate settlement
- Review financial statements to assist or create individually tailored payment plans unique to an individual’s financial situation
- Review credit scores, email client’s proposals, data entry, contact attorneys, verify employment, skip trace
- Train new hires and help assist manager with operation of the floor
Education
Business management - Human Resource
Brookline college
Tempe, AZ01.2021
FDCPA Compliance -
01.2019
Yellow belt Six Sigma certified -
01.2019
Associates of Business - Business Law
Barat College
Lake Forest, IL01.1994
Skills
- Department Budgeting
- Team Collaborations
- Team leadership
- Scheduling
- Time management
- Operations management
- Decision-making
- Account management
- Verbal and written communication
- Policy implementation
- Complex Problem-solving
- Training programs
Timeline
Customer Care Supervisor
Hilton Grand Vacations
01.2023 - Current
Card Care Supervisor
Fiserv
01.2019 - 01.2023
Fraud Detection Supervisor
PSCU
01.2015 - 01.2019
Supervisor
APAC
01.2014 - 01.2015
Account Representative / Team Lead
MERCHANTS CREDIT GUIDE
01.2011 - 01.2014
FDCPA Compliance -
Yellow belt Six Sigma certified -
Associates of Business - Business Law
Barat College
Business management - Human Resource
Brookline college
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