Summary
Overview
Work History
Education
Skills
Community Service
References
Timeline
Generic

Nicole Wilson

Atlanta,GA

Summary

Motivated youth worker offering several years of experience in clinical and behavioral roles. Adept at supporting the emotional, social, and personal growth of young individuals. Support program operations by applying strong document management and resource coordination skills to day-to-day needs. Conscientiously address any need and resolve concerns to promote efficiency and maximize service outreach—proven relationship-building and planning abilities.

Overview

12
12
years of professional experience

Work History

Insurance sales -agency owner

Wilson Financial Services
Gainesville, GA
01.2020 - Current
  • Lead all aspects of agency operations, including sales, marketing, customer service, and claims management
  • Recruit, train, and manage a team of agents and staff to ensure exceptional customer service and achieve business goals
  • Develop and execute business plans and strategies to increase revenue, grow the customer base, and improve profitability
  • Maintain compliance with all regulatory requirements and uphold ethical standards
  • Build and maintain strong relationships with carriers and underwriters to negotiate favorable terms and conditions for clients
  • Stay current with industry trends and developments to provide the best possible service to clients
  • Foster a positive and collaborative work environment that promotes teamwork, accountability, and innovation.

Customer Service Manager

Royal Dinero
Atlanta, GA
03.2016 - Current
  • Oversee the day-to-day operations of the customer service department, including managing a team of [number] customer service representatives
  • Create and implement customer service policies and procedures to ensure consistent and efficient service delivery
  • Train and coach customer service representatives on best practices for handling customer inquiries, complaints, and escalations
  • Conduct performance evaluations and provide feedback and coaching to team members to improve their skills and performance
  • Monitor customer satisfaction levels and implement initiatives to improve overall customer experience
  • Collaborate with cross-functional teams to resolve complex customer issues and ensure timely and effective resolution
  • Utilize customer service software and tools to manage customer inquiries and track customer satisfaction metrics
  • Develop and maintain relationships with key customers to ensure long-term loyalty and retention
  • Prepare and present reports on customer service metrics and trends to senior management.

Youth Services Program Manager

Boys and Girls Club
Atlanta, GA
01.2021 - 06.2024
  • Provided guidance and support to team members in order to achieve targets within defined deadlines.
  • Monitored performance metrics to ensure timely completion of tasks.
  • Developed programs for youth
  • Counseling of youth and families
  • Facilitated workshops designed to educate youth.
  • Communicated regularly with external partners to ensure alignment of strategies and goals.
  • Plan, implement, and evaluate youth programs and activities.
  • Manage program budgets and secure funding.
  • Ensure compliance with all relevant regulations and standards.
  • Recruit, train, and supervise program staff and volunteers.

Youth Program Coordinator

CPACS Youth Program
Atlanta, GA
01.2017 - 04.2020
  • Attended regular meetings with stakeholders involved in youth programming initiatives.
  • Collaborated with community partners to create opportunities for mentoring or internships for participants.
  • Maintained accurate records of attendance and participation in program activities.
  • Monitored participant behavior during activities to ensure safety was maintained at all times.
  • Managed evaluation processes with youth that assess the effectiveness of programming activities.
  • Developed and implemented youth program activities, including field trips, sports, recreational activities, and special events.
  • Coordinated outreach efforts to promote the program in local schools and communities.
  • Organized volunteer recruitment efforts for youth programs and managed the training of volunteers.

Flight Attendant

Qatar Airways
Doha, Qatar
01.2017 - 03.2020
  • Welcome passengers aboard and ensure their safety and comfort during the flight
  • Conduct pre-flight safety briefings, including emergency procedures and equipment use
  • Assist passengers with seating, carry-on luggage, and any special needs or requests
  • Provide exceptional customer service by addressing passenger inquiries, concerns, and complaints
  • Serve food and beverages and sell duty-free products during the flight
  • Monitor the cabin for any safety hazards or unusual behavior among passengers
  • Work collaboratively with other flight attendants and the flight crew to ensure a smooth and enjoyable flight experience
  • Attend regular training sessions to maintain and update knowledge on safety procedures and regulations.

Medicare Specialist & Top Sales Agent

E Health Insurance
Fort Worth, Texas
09.2015 - 01.2017
  • Assisted seniors in making informed decisions regarding Medicare plans
  • Top sales agent, consistently exceeding sales targets
  • Provided exceptional customer service and support to clients.

Executive Assistant

NBB Realty
Atlanta, GA
01.2013 - 09.2015
  • Provided administrative support to executives and managers, including scheduling appointments, managing emails, and organizing documents
  • Conducted research and prepared reports on various topics as needed
  • Managed social media accounts and created content for online platforms
  • Coordinated and organized events, including webinars and meetings
  • Assisted with the recruitment process, including posting job openings and scheduling interviews
  • Performed general administrative tasks, such as data entry and filing
  • Communicated with clients and vendors to ensure timely and accurate completion of tasks
  • Maintained confidentiality of sensitive information.

Education

Bachelor's Degree in Business Administration -

GA State University
12.2016

Skills

  • Life Skills Training
  • Academic advising
  • Mental Health Support
  • Suicide Prevention
  • Team Leadership
  • Change Management
  • Youth supervision
  • Program Planning
  • Youth development
  • Conflict Mediation
  • Mentoring abilities
  • Program Support
  • Emotional Support
  • Special needs familiarity
  • Educational Activities

Community Service

  • TWOC Healing Project, Outreach and Engagement, 02/2019, Present, Conduct outreach efforts to connect with women and trans women of color in the community. Engage with local organizations, community leaders, and advocacy groups to raise awareness about the organization’s services., Provide emotional support, advocacy, and guidance to women and trans women of color facing various challenges, including discrimination, violence, housing insecurity, and economic hardship. Assist individuals in accessing essential services such as housing, healthcare, legal aid, and mental health support., Demonstrate cultural competence and sensitivity in all interactions with clients, recognizing and respecting the unique experiences, identities, and needs of women and trans women of color. Ensure that services and programs are inclusive and accessible to individuals from diverse backgrounds., Connect women and trans women of color with relevant resources and referrals, including job training programs, educational opportunities, support groups, and community events. Maintain up-to-date knowledge of available resources and services in the community., Advocate for the rights and well-being of women and trans women of color by addressing systemic barriers, advocating for policy changes, and promoting social justice. Empower individuals to assert their rights, voice their needs, and advocate for themselves within their communities and society at large., Facilitate community-building activities and events that promote solidarity, mutual support, and empowerment among women and trans women of color. Create safe and inclusive spaces where individuals can share their experiences, build connections, and celebrate their identities.
  • 4M(Miracles) Ministries, Inventory Management, 06/2009, 05/2018, Track incoming donations of clothing, shoes, hair, makeup products, deodorants, and hygiene products., Organize inventory to ensure easy access and efficient distribution., Sort donated items based on type, size, and condition. Ensure that all donated items meet quality standards for distribution and kept separate for Cis/Trans Women and Mothers with children., Provide guidance and support to clients in navigating available resources and services. Address any questions or concerns clients may have about available items or services., Assemble hygiene kits containing essential items such as soap, shampoo, toothpaste, toothbrushes, and deodorant. Ensure that hygiene kits are tailored to meet the specific needs of recipients., Recruit, train, and coordinate volunteers to assist with various tasks, such as donation sorting, inventory management, and client assistance., Provide ongoing support and supervision to volunteers to ensure successful completion of duties., Raise awareness about the organization’s services and programs through community outreach efforts., Maintain accurate records of inventory, donations, and client interactions.
  • Hosea Helps, Fresh Food Wednesday, 02/2015, 12/2018, Assisted with various tasks during the Community Distribution events where we gave away food and other items to families in need., Tasks included new donation sorting, Food quality control & food distribution
  • Open Hands Outreach, Donation Sorting, 12/2011, 09/2013, Sort donated items based on type, size, and condition. Ensure that all donated items meet quality standards for distribution and kept separate for Cis/Trans Women and Mothers with children., Track incoming donations of clothing, shoes, hair, makeup products, deodorants, and hygiene products., Provide guidance and support to clients in navigating available resources and services. Address any questions or concerns clients may have about available items or services., Connect women and trans women of color with relevant resources and referrals, including job training programs, educational opportunities, support groups, and community events. Maintain up-to-date knowledge of available resources and services in the community.

References

Available upon request.

Timeline

Youth Services Program Manager

Boys and Girls Club
01.2021 - 06.2024

Insurance sales -agency owner

Wilson Financial Services
01.2020 - Current

Youth Program Coordinator

CPACS Youth Program
01.2017 - 04.2020

Flight Attendant

Qatar Airways
01.2017 - 03.2020

Customer Service Manager

Royal Dinero
03.2016 - Current

Medicare Specialist & Top Sales Agent

E Health Insurance
09.2015 - 01.2017

Executive Assistant

NBB Realty
01.2013 - 09.2015

Bachelor's Degree in Business Administration -

GA State University
Nicole Wilson