Hi, I’m
Nicole Thomas
Clermont,Florida
Summary
Detail-oriented team player with strong organizational skills.
Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hardworking and passionate job seeker ready to help team achieve company goals.
Great communicator, planner and conflict manager with advanced understanding of training needs for each department.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Training Specialist with demonstrated planning, organizational, and leadership abilities focused on new hire training. Highly effective at educating people at all different skill levels. Seek similar role with new company. Successful at developing and improving training programs for employees at all levels.
Professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Legal Assistant highly skilled at multitasking and prioritizing tasks to complete projects on time and determine appropriate courses of action. Committed to streamlining processes to facilitate growth in civil law.
Overview
14
years of professional experience
Work History
Cardenas Singer & Associates
Legal Assistant/Scheduler
05.2023 - Current
Job overview
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Completed electronic filings, and managed firm administrative matters.
- Attend inspections as case manager.
- Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
- Facilitated timely resolution of legal matters by preparing and organizing essential documents.
- Reduced errors in court filings by meticulously proofreading documents for accuracy before submission.
- Supported attorneys in achieving favorable outcomes through thorough research and analysis of complex legal issues.
- Provided valuable training and support to junior staff members as needed, fostering a collaborative work culture that promoted professional growth for all team members.
- Coordinated logistics for trials or hearings successfully such as booking travel accommodations for lawyers or witnesses while adhering to budget constraints.
- Contacted clients to schedule appointments and discuss progress of cases.
- Communicated pertinent information to clients via phone, email, and mail.
- Produced legal documents such as briefs, pleadings and appeals.
- Revised and finalized letters, briefs, and memos.
Amazon.com - VCS
Training Specialist (L4)
12.2019 - 05.2024
Job overview
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
- Developed lesson plans, instructional materials and written practice tests for new hire and promotion training courses.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.
- Trained and mentored 243 new personnel hired to fulfill various roles.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective teaching methodologies.
- Streamlined onboarding process for new hires, resulting in reduced time to productivity.
- Boosted overall workplace efficiency by introducing cross-training initiatives that increased employees'' versatility in performing various tasks.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
- Prepared videos for online and remote instruction.
- Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
- Documented participation and evaluated learning for each participant.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
Amazon.com - VCS
Training Assistant (L3)
05.2020 - 09.2021
Job overview
- Assisted the Training Specialist, facilitating ILT's and one on one's with a new hire class of 42
- Created/built with a small team the training that was globaly approved for all new Training Assistant classes going further
- Help revise AMPEd Team Manager Training in Knet and broadcast
- Created/designed/built AMPEd WiKi and Training Assistant Wiki.
Amazon.com - VCS
CNS Resolution Spec [A] (L2)
11.2019 - 05.2020
Job overview
- Conducted root cause analysis for major incidents, providing valuable insights for long-term issue prevention.
- Reduced escalations through proactive identification of recurring issues and recommendation of appropriate preventative measures.
- Maintained high levels of professionalism and empathy when interacting with customers experiencing stressful situations.
- Increased positive feedback from customers by providing tailored solutions to their concerns.
- Continuously updated personal skillset by participating in industry training events and seminars, ensuring up-to-date knowledge of best practices in customer support management.
- Streamlined workflow for efficient problem-solving, reducing average resolution time.
- Utilized advanced troubleshooting techniques to identify underlying causes of technical difficulties experienced by customers.
- Mentored junior staff in effective communication techniques, enhancing their ability to successfully handle challenging customer interactions.
- Participated actively in weekly team meetings, contributing ideas for process improvements and sharing insights from customer interactions.
- Collaborated with team members to identify and address common customer pain points, leading to improved overall service quality.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Connected with customers to address questions and resolve issues through phone and email.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Amazon.com - VCS
CSNA Assoc MessageUs (L2)
02.2017 - 01.2018
Job overview
- Kicked off the pilot program for Message Us and Message Us phone transfers until the OU was handed off
- Engaged stockholders testing new tools and procedure for company improvement.
Amazon.com - VCS
CSNA Assoc Retail [S] (L2)
10.2016 - 02.2017
Job overview
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
- Increased sales through effective product recommendations and upselling techniques.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Balanced multiple priorities during peak times while maintaining composure under pressure situations.
- Provided amazing customer service by greeting customers, attending to orders and addressing specific requests.
- Utilized CRM systems to track customer interactions as well as manage follow-ups for potential leads.
- Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
PhoneFusion, Inc.
Customer Service Agent/Call Center Agent/Website Maintenance
10.2010 - 01.2017
Job overview
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- 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.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Contacted customers to return routine and general calls promptly.
- Responded to customer calls and emails to answer questions about products and services.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
Education
National UniversityLa Jolla, CA
Bachelor Of Science from Organizational Leadership/Pre-law
University Overview
- Dean's List: Sumer 2023; Fall 2023; Winter 2024; Spring 2024
- 3.7 GPA
- Phi Alpha Delta: member
Broward CollegeFort Lauderdale, FL
from Pre-Law
Western High SchoolDavie, FL
06.2001
Skills
- Fast Learner
- Scheduling/Planning
- Microsoft Office
- File Organization
- Calendar Management
- Legal Document Preparation
- Client Communication
- Administrative Support
- Document Preparation
- Document filing
- Client Support
- Organizational Efficiency
- Case Management
- Relationship Building
- Civil Law
- Logistics Management
- Negotiation
- Quality Control
- Travel Coordination
- Research and data collection
References
References can be provided upon request.
Timeline
Legal Assistant/Scheduler
Cardenas Singer & Associates
05.2023 - Current
Training Assistant (L3)
Amazon.com - VCS
05.2020 - 09.2021
Training Specialist (L4)
Amazon.com - VCS
12.2019 - 05.2024
CNS Resolution Spec [A] (L2)
Amazon.com - VCS
11.2019 - 05.2020
CSNA Assoc MessageUs (L2)
Amazon.com - VCS
02.2017 - 01.2018
CSNA Assoc Retail [S] (L2)
Amazon.com - VCS
10.2016 - 02.2017
Customer Service Agent/Call Center Agent/Website Maintenance
PhoneFusion, Inc.
10.2010 - 01.2017
National University
Bachelor Of Science from Organizational Leadership/Pre-law
Broward College
from Pre-Law
Western High School
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