Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Wezenski

Havelock,NC

Summary

Operations leader with extensive experience in contact center management, employee development, performance optimization, and cross-functional collaboration. Proven ability to elevate team performance, streamline processes, and drive organizational improvements. Adept at coaching, change management, and delivering exceptional customer and patient experiences in fast-paced, metrics-driven environments.

Operations leader focused on developing high-performing teams through targeted coaching and KPI management. Committed to enhancing employee engagement and streamlining processes to achieve operational standards. Experienced in change management, driving improvements in customer and patient experiences within fast-paced environments.

Overview

11
11
years of professional experience

Work History

Operations Supervisor, Phone Intake

CareCentrix
11.2021 - Current
  • Lead and develop a high-performing team through daily coaching, KPI reviews, and quality assurance feedback.
  • Motivated and mentored team members to achieve performance goals and advance career development.
  • Train and guide team leads to ensure alignment with organizational objectives and operational standards.
  • Partner with Human Resources on employee relations, performance management, and policy adherence.
  • Contributed to companywide improvement initiatives that enhanced employee engagement and streamlined workflows.
  • Supported change management efforts to facilitate adoption of new systems, policies, and procedures.
  • Remote

Lead, Phone Intake

CareCentrix
10.2019 - 11.2021
  • Coached team members on call handling, customer service, and process compliance to enhance team skillsets.
  • Delivered daily and weekly performance feedback to elevate quality and customer satisfaction.
  • Supported supervisors with team operations, reporting, and performance initiatives to surpass departmental goals.
  • Worked remotely from home to support team operations and communication.

Customer Service Representative, Phone Intake

CareCentrix
Hartford, USA
09.2018 - 10.2019
  • Managed 40+ inbound calls per shift while meeting strict quality and productivity metrics.
  • Guided patients, providers, and health plan partners through service requests to ensure timely care.
  • Entered and validated healthcare service requests with accuracy and attention to detail.
  • Resolved customer issues with professionalism and empathy to support positive patient outcomes.
  • Hartford, CT

Manager / Bartender / Server

Ferrell's Restaurant & Catering
Portland, USA
11.2016 - 09.2018
  • Oversaw daily operations, guest relations, and staff performance.
  • Managed hiring, training, and scheduling for front- and back-of-house teams.
  • Maintained strong POS system knowledge and ensured smooth service execution.
  • Balanced multiple responsibilities in a fast-paced environment.
  • Portland, CT

Food & Beverage Supervisor

Madison Beach Hotel, Hilton Curio
Madison, USA
10.2015 - 07.2016
  • Developed organizational systems to improve service flow and team efficiency.
  • Managed departmental payroll and scheduling.
  • Trained staff on service standards and resolved guest concerns to maintain brand excellence.
  • Madison, CT

Education

M.B.A. - Organizational Leadership

Johnson & Wales University

B.S. - Hotel & Lodging Management

Johnson & Wales University

Skills

  • Operations Management
  • Data Analysis & Reporting
  • Performance Coaching
  • Process Improvement
  • Project Management
  • Communication & Leadership
  • Problem Solving
  • Organizational Development
  • Team leadership
  • KPI management
  • Performance coaching
  • Change management
  • Process improvement
  • Customer relationship management
  • Workflow optimization
  • Quality assurance
  • Conflict resolution
  • Effective communication
  • Employee engagement
  • Decision making
  • Strategic planning
  • Training development
  • Time management
  • KPI tracking
  • Project management
  • Project planning
  • Management
  • Team Training
  • Lean manufacturing principles
  • Human resources
  • Delegation
  • Technology
  • Compliance management
  • Customer relationship development

Timeline

Operations Supervisor, Phone Intake

CareCentrix
11.2021 - Current

Lead, Phone Intake

CareCentrix
10.2019 - 11.2021

Customer Service Representative, Phone Intake

CareCentrix
09.2018 - 10.2019

Manager / Bartender / Server

Ferrell's Restaurant & Catering
11.2016 - 09.2018

Food & Beverage Supervisor

Madison Beach Hotel, Hilton Curio
10.2015 - 07.2016

M.B.A. - Organizational Leadership

Johnson & Wales University

B.S. - Hotel & Lodging Management

Johnson & Wales University

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Nicole Wezenski