Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nicole Sloan

Charlotte,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service and Legal Assistance/Paralegal industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Client Success Specialist

Beyond Finance
02.2023 - Current
  • Met customer call guidelines for service levels and productivity
  • Collaborated with staff members to enhance customer service experience and exceeded team goals through effective client satisfaction rates
  • Provided a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment
  • Proactively identified, analyzed and resolved client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship
  • Exhibit strong written/verbal communication skills, excelled at customer interaction, and delivered practical solutions
  • Developed and maintained positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner
  • Work independently and with a team to drive retention of clients through bolstering product knowledge and providing best-in-class service at all times
  • Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts. Apply various troubleshooting techniques to resolve complicated technical or configuration issues
  • Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions.
  • Meet and exceed client centric performance expectations focused around quality of service and efficiency
  • Engage with feedback to leader and team to collaborate and streamline workflows

Team Lead - Alight Solutions

Randstad
07.2021 - 02.2023
  • Manage day-to-day activities of the Team
  • Identified coaching opportunities for Team
  • Motivate the Team to achieve organizational goals
  • Develop and implement a timeline to achieve targets
  • Delegated tasks to Team members
  • Overseen the progress towards goals
  • Held 1:1 Coaching sections
  • Held bi-weekly team meetings to inform team members on company news and updates
  • Responsible for keeping team members on track in order to consistently achieve daily and monthly team metrics
  • Inspected time cards to make sure any errors were corrected before turning in time sheet
  • Processed Payroll
  • Worked with Team to identify areas of improvement and devised solutions based on findings
  • Managed leave requests and absences
  • Provided feedback regarding processes and procedures, and offer solutions to improve area operations, workforce efficiency

Recruiter

Randstad
06.2022 - 01.2023
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes
  • Built strong relationships with internal and external candidates to ensure an excellent hiring experience
  • Advertised job opportunities on social media platforms and job boards
  • Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume
  • Coordinated schedules to arrange management interviews with applicants
  • Evaluated strengths and weaknesses of candidates through effective screening processes
  • Studied job descriptions and qualifications to determine applicant requirements

Customer Service Agent

TTEC
10.2013 - 07.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service
  • Addressed customer account discrepancies and concerns
  • Communicated with clients regarding account services, statements, and balances
  • Assisted Customers with issues pertaining to their medication
  • Created cases for customer interaction

SME

TTEC
08.2020 - 01.2021
  • Educated staff on organizational mission and goals to help employees achieve success
  • Conducted regular reviews of operations and identified areas for improvement
  • Evaluated staff performance and provided coaching to address inefficiencies
  • Act as the go to person within my Line of Business (LOB) for questions and problems within my area
  • Define performance objectives and determine acceptable performance levels
  • Provide recommendations for procedural improvements

Seasonal Trainer

TTEC
09.2017 - 12.2018
  • Mentored new hires, resulting in stronger staff development and increased productivity
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs
  • Make sure future agents werefamiliar with the tools needed for the project
  • Scheduled 1:1's with each future agent to make sure they were learning what I was teaching as well as feeling comfortable with the systems
  • Made sure all agents understand the material by applying different teaching methods to accommodate all learning styles
  • Followed the daily agenda
  • Submit tickets for technical issues
  • Ensure all future agents were on time and prepared for the first day of production
  • Documented daily training agendas
  • Reported at the end of each day to my superiors my class attendance, issues or problems and successes of each day
  • Implement changes as needs that were required by my superiors
  • Teached ongoing training classes for current agents throughout the year (once I went back to being a CCS)

Paralegal

Chales E. Porterford
07.1998 - 04.2005
  • Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
  • Edited and proofread legal documents to verify accuracy
  • Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases
  • Conducted detailed client intakes and entered information into company database
  • Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates
  • Assisted counsel in preparing answers, providing documentation, and information for discovery request
  • Conferred with clients and other involved parties to gather and track case information
  • Summarized depositions, legal documents and other material to provide attorney with relevant material for cases
  • Communicated pertinent information to clients via phone, email, and mail
  • Produced legal documents such as briefs, pleadings and appeals
  • Researched statutes, decisions, legal articles, and codes

Legal Secretary

Robert Half International Inc.
06.1997 - 07.1998
  • Prepared legal correspondence and wrote professional letters for legal assistants and attorneys
  • Scheduled all appointments, appearances and briefings
  • Diligently edited legal correspondence for grammar and spelling
  • Organized files for court proceedings.
  • Filed documents with courts on behalf of attorney
  • Received and placed telephone calls to clients and prospective clients
  • Screened telephone calls and forwarded to appropriate departments
  • Developed and maintained filing and retrieval systems
  • Transcribed legal documents and phone conversations
  • Answered and directed calls using multi-line switchboard
  • Created and printed legal documents for attorneys to review
  • Completed data entry of legal documents into electronic filing systems

Education

Associate of Applied Science - Paralegal

Central Piedmont Community College
Charlotte, NC

Skills

  • Strategic Planning
  • Client Relations
  • Customer Account Management
  • Customer Retention
  • Training Programs
  • Account Management
  • Legal Research

Certification

Notary Public Certification

Timeline

Client Success Specialist

Beyond Finance
02.2023 - Current

Recruiter

Randstad
06.2022 - 01.2023

Team Lead - Alight Solutions

Randstad
07.2021 - 02.2023

SME

TTEC
08.2020 - 01.2021

Seasonal Trainer

TTEC
09.2017 - 12.2018

Customer Service Agent

TTEC
10.2013 - 07.2021

Paralegal

Chales E. Porterford
07.1998 - 04.2005

Legal Secretary

Robert Half International Inc.
06.1997 - 07.1998

Associate of Applied Science - Paralegal

Central Piedmont Community College

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