Nicole Hendricks
Calumet City,IL
Summary
Experienced leader in several fields with the top priority being customer service with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
10
10
years of professional experience
Work History
Mental Health Technician
IDHS
10.2023 - Current
- Provide crisis intervention and de-escalation techniques to help manage patient behavior.
- Aided patients in performing activities of daily living.
- Provide education and resources to patients and families about mental health conditions and coping mechanisms.
- Utilize de-escalation techniques to manage and prevent patient crises effectively.
- Maintain accurate and detailed records of patient care, condition, progress, and concerns.
- Assist in developing and implementing treatment plans for patients with various mental health disorders.
- Observe and document changes in patient behavior, and report any significant changes to the clinical team.
- Ensure a safe and secure environment for patients, adhering to facility safety protocols.
- Administrate therapeutic interventions to support patient recovery and emotional stability.
Customer Service Supervisor
Castle Hyundai
08.2019 - 10.2023
- Utilized technology to streamline service operations and improve customer experience.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Analyzed business performance data and forecasted business results for upper management.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Led team of customer service representatives to enhance service quality and client satisfaction.
- Resolved escalated customer issues while ensuring a positive customer experience.
- Onboarded and trained customer representatives to meet performance and service goals, while mentoring new staff on procedures and best practices for customer engagement.
- Hired, managed, developed, and trained staff, while establishing and monitoring goals, conducting performance reviews, and administering salaries for staff.
Office Manager
Value City Furniture
08.2015 - 07.2020
- Increased revenue by implementing efficient CRM protocols.
- Supervised payroll administration activities.
- Exhibited exceptional communication skills in daily interactions with management, staff, and guests.
- Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Managed high-stress situations effectively, ensuring timely resolution of escalated customer issues.
- Updated account information in each customer's record to keep data accurate.
Education
Bachelor of Arts - Psychology
University of Phoenix
Tempe, AZ09-2022
State Board Certified - Cosmetology
Pivot Point Academy
Bloomingdale, IL03.2009
Skills
- Advanced Excel Proficiency
- Employee Development
- Customer Experience Oversight
- Fraud Risk Management
- Case Documentation Management
- Skilled in Sign Language Communication
- Inventory Oversight
- Technical Writing Expertise
- Data Governance Skills
- Contract Compliance
- KPI Analysis
- Detailed Reporting
- MS office suite
- Critical thinking and evaluation
- Teamwork and collaboration
References
References available upon request.
Timeline
Mental Health Technician
IDHS
10.2023 - Current
Customer Service Supervisor
Castle Hyundai
08.2019 - 10.2023
Office Manager
Value City Furniture
08.2015 - 07.2020
State Board Certified - Cosmetology
Pivot Point Academy
Bachelor of Arts - Psychology
University of Phoenix