NICOLE K WADE
Denham Springs
Summary
Customer Service and Operations professional with 10+ years of experience supporting high-volume environments in logistics, call centers, and sales operations. Proven ability to resolve complex customer issues, coordinate cross-functional teams, and improve workflow efficiency. Recognized for strong communication skills, independent judgment, and a consistent focus on safety, accuracy, and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Area Manager L5 BTR9
Amazon
06.2021 - Current
- Responsible for managing daily workflow, analyzing metrics, improving processes, and mentoring staff, acting as a mid-level manager or senior individual contributor.
- Team Leadership: Lead, engage, and mentor a team of hourly associates, managing performance, attendance, and career development.
- Operational Performance: Monitor key metrics (productivity, labor hours, quality) to meet or exceed daily targets.
- Safety & Compliance: Maintain a safe, clean, and efficient working environment by enforcing safety protocols and conducting audits.
- Process Improvement: Drive continuous improvement initiatives (Kaizen/Lean) to optimize workflow.
- Problem Solving: Bridge shortfalls, remove bottlenecks, and manage daily troubleshooting in in-bound or out-bound operations.
Amazon
On the Road Driver Assistant
09.2018 - 06.2021
- Review daily driver assistant (DA) performance to improve on-road delivery efficiency and safety.
- Assist with production duties, including training sort associates and verifying compliance with standard operating procedures (SOPs).
- Monitor workflow and daily production goals to ensure operational targets are met.
- Provide clear direction using independent judgment in fast-paced environments.
- Coach associates on safe work practices and actively support safety initiatives.
- Ensure all workplace injuries are reported promptly in accordance with company policy.
- Mentored and trained managers to strengthen leadership skills across multiple locations.
- Analyzed performance metrics to identify trends and develop strategies for improvement.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Mentored junior staff members, providing guidance on best practices and professional development opportunities.
Customer Service Representative II / Customer Care Specialist / Sales Liaison
Staples Inc.
01.2010 - 01.2017
- Supported customers and account managers from initial order request through delivery, ensuring accuracy and timely resolution.
- Utilized AS400 ordering platform, Salesforce, and internal reporting tools to manage orders and customer inquiries.
- Collaborated with sales, vendors, and production plants to resolve delivery issues and expedite orders.
- Educated managers on back-order and delay causes, improving transparency and customer communication.
- Researched incorrect shipments and quality issues, coordinating with appropriate teams for resolution.
- Entered repeat, change, and buyout orders while ensuring compliance with specifications.
- Wrote and submitted print specifications to estimating and followed up with plants on shipping status.
- Trained team members on Salesforce and internal systems using WebEx.
- Provided backup support to other team members as needed.
Customer Service Representative / Sales Representative
1-800 Radiator
01.2008 - 01.2010
- Assisted customers with parts ordering, increasing satisfaction and sales.
- Conducted follow-up calls on open quotes, improving close rates.
- Processed returns and RMAs for warranty issues across multiple vendors.
- Coordinated special orders for non-stock items to meet customer needs.
- Distributed deliveries to drivers and tracked order status.
- Processed customer payments accurately and efficiently.
- Trained new hires on systems and customer service procedures.
Education
Operations Management
University of Phoenix
Phoenix, AZ09-2027
Skills
- Customer Service & Client Relations
- Order Fulfillment & Logistics Support
- Problem Solving & Troubleshooting
- Workflow & SOP Compliance
- Team Training & Coaching
- Safety & Performance Monitoring
- Sales & Account Support
- Reporting & Documentation
ADDITIONAL STRENGTHS
- Strong attention to detail and organization
- Ability to work independently with minimal supervision
- Adaptable, dependable, and team-oriented
Timeline
Area Manager L5 BTR9
Amazon
06.2021 - Current
Amazon
On the Road Driver Assistant
09.2018 - 06.2021
Customer Service Representative II / Customer Care Specialist / Sales Liaison
Staples Inc.
01.2010 - 01.2017
Customer Service Representative / Sales Representative
1-800 Radiator
01.2008 - 01.2010
Operations Management
University of Phoenix