Nicole McKissick
Galveston,TX
Summary
Customer Experience Expert
Dynamic Customer Experience Expert with an extensive background in customer relations, crisis management, conflict resolution, and public relations. Skilled at delivering exceptional support and service in both independent and collaborative settings. Adept at anticipating customer needs, resolving concerns, and driving customer satisfaction. As a Certified Tourism Ambassador with expertise in promotions, I have mastered the ability to engage with customers in a welcoming and professional manner, addressing their needs and ensuring satisfaction. With significant experience in marketing and customer relations, I aim to contribute by increasing brand awareness and fostering an exceptional customer engagement experience through innovative strategies. Committed to creating positive customer and client outcomes, ensuring the brand consistently delivers outstanding experiences that exceed expectations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Tour Experience Expert
Galveston Historical Ghost Tours
Galveston, USA
02.2018 - Current
- As a Tour Experience Expert, I am responsible for providing exceptional customer service to guests by guiding them through personalized, informative, and engaging tours
- I ensure smooth operations by coordinating logistics, addressing guest inquiries, and handling any concerns promptly to enhance the overall guest experience
- My role also involves promoting the brand and ensuring that each tour meets the highest standards of satisfaction
Staff Representative, Coordinator and Customer Relations Expert
Texas AFT
08.2018 - 04.2024
- Company Overview: Texas AFT/Houston Federation of Teachers
- Provided guidance on policies and resolving issues while maintaining excellent customer service
- Designed and led New Orientation workshops focused on improving engagement
- Created sessions tailored toward enhancing customer knowledge and participation
- Led employee relations through effective communication, coaching, training, and development.
Customer Experience Representative and Organizer
Texas AFT
10.2015 - 01.2018
- Led customer engagement efforts and developed strategies to support customers in multiple regions
- Engaged in one-on-one interactions with customers, offering solutions and converting concerns into successful outcomes
- Managed sensitive data and maintained detailed tracking of customer engagement and experience
Senior Representative
Texas State Employees Union
09.2013 - 03.2015
- Increase engagement growth by 52% through targeted strategies and focused relationship-building
- Managed team mobilizations and developed issue resolving methodologies to meet customer concerns
Regional Field Director and Community Relations Specialist
Organizing For America
07.2010 - 01.2011
- Directed customer engagement projects, recruitment and management of teams in a high-pressure environment
- Implemented innovative outreach strategies, including social media engagement, to expand community participation
Organizer and Community Relations Specialist
SEIU / Houston Organization of Public Employees (HOPE)
12.2009 - 06.2010
- Increased customer engagement by 45% within three months by creating a strong network of advocates and supporters
- Focused on resolving concerns and building trust
- Enhanced engagement to help sustain long-term loyalty with the organization
Membership Relations Specialist and Organizer
American Federation of State County and Municipal Employees (AFSCME)
05.2008 - 04.2009
- Increased membership by 66% through proactive engagement and resolution of member concerns
- Brand awareness campaigns to optimize customer interactions
Education
Bachelor of Arts - Cultural Anthropology
University of Memphis
Memphis, TN05.2008
Bachelor of Arts - History
University of Memphis
Memphis, TN05.2006
Skills
- Experience Optimization
- Customer Support & Relations
- Exceedingly Technical Savvy
- Conflict Resolution Expertise
- Administrative Management
- Autonomous Task Management
- Clear Verbal Interaction & Active Listening
- Inbound/Outbound Calls
- Public Relations Professional
- Data Performance Evaluation
- Administrative Management
Community Service
- Board Member, Nia Cultural Center
- Volunteer, Habitat for Humanity
- Volunteer, Bread of Life Homeless Center
- Volunteer, Galveston Urban Garden
- Mentor, Academic Achievement & Excellence Program for at-risk youth
- Advocate, Galveston County Housing Initiatives
- Tech Support, Digital literacy training for seniors
Certification
- Certified Tourism Ambassador
Timeline
Staff Representative, Coordinator and Customer Relations Expert
Texas AFT
08.2018 - 04.2024
Tour Experience Expert
Galveston Historical Ghost Tours
02.2018 - Current
Customer Experience Representative and Organizer
Texas AFT
10.2015 - 01.2018
Senior Representative
Texas State Employees Union
09.2013 - 03.2015
Regional Field Director and Community Relations Specialist
Organizing For America
07.2010 - 01.2011
Organizer and Community Relations Specialist
SEIU / Houston Organization of Public Employees (HOPE)
12.2009 - 06.2010
Membership Relations Specialist and Organizer
American Federation of State County and Municipal Employees (AFSCME)
05.2008 - 04.2009
- Certified Tourism Ambassador
Bachelor of Arts - Cultural Anthropology
University of Memphis
Bachelor of Arts - History
University of Memphis
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