Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Nicole Worthy

Madison,AL

Summary

Highly-motivated, analytical Business Professional with desire to take on new challenges. Experienced in Program Management, Logistics, Technical Support, and the customer service experience. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Reliable and driven, with strong time management and prioritization abilities. Fosters cross functional communication to formulate effective business solutions. Adept at prioritizing and completing multiple tasks simultaneously to achieve and exceed project goals. Exceptional interpersonal and written communication skills.

Overview

20
20
years of professional experience

Work History

Mobile Device Deployment Coordinator

Leidos
Huntsville, AL
12.2023 - Current
  • Member of the the NASA NEST (NASA End-User Services and Technology) contract that offers mobile device support to NASA employees agency wide.
  • Oversees inventory orders of mobile devices and accessories agency-wide.
  • Responsible for the logistics of mobile device movement between NASA Centers.
  • Created inventory management system for inventory stored at the Mobile Depot on site.
  • Managed shipments and inventory tracking for over 1300 devices and thousands of accessories being shipped from the Mobile Depot.
  • Monitored inventory levels and ordered additional supplies as needed.
  • Manages an agency-wide Virtual Storefront for mobile device deployments.
  • Coordinates and schedules all remote mobile device appointments for NASA End-Users agency wide.
  • Manages remote deployment team for mobile device appointments.
  • Provided technical support to staff members regarding software applications and hardware systems.
  • Experience with Mobile Data Management system.
  • Assist in providing resolutions or tier three escalations
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Developed strategies to improve operational procedures and reduce costs.
  • Proficient with Microsoft Office and Teams.

Customer Experience Coordinator

LeanStream
Huntsville, AL
04.2022 - 09.2022
  • Analyzed current Compliance policies and performed Compliance reviews.
  • Supervised the training of new hire customer service representatives.
  • Provided coaching to customer service representatives to ensure their success.
  • Displayed courtesy and strong interpersonal skill with all customer interactions.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills..
  • Provided Tier 2 technical support to customers having data connectivity issues through a variety of different platforms, such as support tickets, emails, and phone calls
  • Submitted network escalation tickets to our telecommunication partner to provide the proper resolution in a timely manner.
  • Managed customer accounts.
  • Researched and submitted documentation for billing disputes.
  • Created invoices and processed payments and refunds for customers.
  • Supported customers with online billing and account issues.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Resolved customer complaints in a timely manner.
  • Completed inventory checks and prepared shipments daily.

Senior Technical Customer Service Representative

Verizon Wireless
Madison, AL
10.2014 - 04.2022
  • Analyzed internal and external customers' issues and presented solutions to maintain a positive customer experience.
  • Provided Tier 2 troubleshooting for mobile device and network related issues using technical knowledge, experience, and diagnostic tools.
  • Developed an understanding of customer needs by actively listening to their requests and communicating solutions effectively.
  • Executed strategy that will result in customer problem solving and provide the highest level of satisfaction with the fastest turnaround.
  • Appropriately communicated with customers to mitigate escalations and resolve inquiries on first call.
  • Educated customers about billing, payment processing, and technical issues.
  • Maintained knowledge of current products and services, as well as industry trends.
  • Resolved customer inquiries in a timely manner, ensuring customer satisfaction.
  • Adhered to established policies and procedures related to customer service operations.
  • Maintained positive working relationship with fellow staff and management.

Employment Specialist/Job Coach

Phoenix
Huntsville, AL
11.2010 - 02.2014
  • Partnered with job seekers to determine job targets based on skills and personality.
  • Conducted individualized assessments to determine client's eligibility for employment programs.
  • Partnered with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
  • Instructed individuals in career development, job search and application strategies, resume writing and interview skills.
  • Counseled clients on resume writing, interviewing techniques, job search strategies, and other related topics.
  • Collaborated with employers to identify current labor market trends and develop job opportunities for clients.
  • Assisted clients with developing an appropriate career plan that incorporated their skills and interests.
  • Placed individuals in jobs based on skills, abilities and interests.
  • Identified barriers to client employment and helped to develop strategies for overcoming these barriers.
  • Provided timely interventions by returning phone calls and following up on job leads.
  • Wrote job support plans with clients and provided follow-along supports to maintain client employment.
  • Provided comprehensive case management services to ensure successful job placement outcomes.
  • Managed up to forty client cases within multiple departments.
  • Created budgets and managed money and bill payments for clients.
  • Maintained detailed records of a client's documents including employment documentation, income verification, and disability reviews for Social Security Administration.

Full-time Student

University of Alabama in Huntsville
Huntsville, AL
08.2007 - 12.2010
  • Enrolled in the University of Alabama in Huntsville full-time, completing Bachelor of Arts with a major in Sociology and a minor in Political Science.

Phlebotomist

LabCorp of America
Huntsville, AL
09.2003 - 08.2007
  • Verified patient information prior to specimen collection.
  • Collected specimens from, adult, geriatric, and special needs patients.
  • Performed venipuncture and other blood collection procedures according to established standards.
  • Prepared specimens for courier transport to external laboratories.
  • Maintained integrity of collected samples through proper preparation, refrigeration, and correct labeling.
  • Adhered to HIPAA guidelines regarding patient privacy.
  • Provided excellent customer service while interacting with patients.
  • Practiced infection control standards by ensuring proper sanitation and use of personal protective equipment.
  • Maintained a clean, safe, and organized work environment.
  • Followed all safety protocols when handling hazardous materials.
  • Ensured compliance with federal regulations governing laboratory procedures.
  • Monitored inventory levels of supplies used in phlebotomy services.
  • Assisted in the training of new phlebotomists.

Education

Master of Business Administration -

Louisiana State University at Shreveport

Graduate Certificate -

Notre Dame College

Bachelor of Arts -

University of Alabama in Huntsville

Skills

  • Program Management
  • Scheduling and Calendar Management for Staff and Customers
  • Logistics Management
  • Quality Assurance
  • Customer Service
  • Tier Three Mobile Device Support
  • Escalation Resolution Support
  • Record Management
  • Office Administration
  • Data Entry
  • Microsoft 365 (Excel, Outlook, Word, PowerPoint, Publisher)

References

References available upon request.

Timeline

Mobile Device Deployment Coordinator

Leidos
12.2023 - Current

Customer Experience Coordinator

LeanStream
04.2022 - 09.2022

Senior Technical Customer Service Representative

Verizon Wireless
10.2014 - 04.2022

Employment Specialist/Job Coach

Phoenix
11.2010 - 02.2014

Full-time Student

University of Alabama in Huntsville
08.2007 - 12.2010

Phlebotomist

LabCorp of America
09.2003 - 08.2007

Master of Business Administration -

Louisiana State University at Shreveport

Graduate Certificate -

Notre Dame College

Bachelor of Arts -

University of Alabama in Huntsville

Similar Profiles

CREATE PROFILE
Nicole Worthy