Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nicolette Stephenson

Amityville,NY

Summary

Dynamic business leader with experience leading and managing in a highly competitive and goal-oriented contact center environment. Skilled in providing purposeful leadership and clear sense of direction to disparate teams in shifting environments; fostering professional growth and delivering exceptional customer service. Highly effective communicator with strong leadership and motivational abilities. Passionate about building and cultivating strong working relationships with business partners. A thoughtful and skilled leader with the experience to coach and manage employees to exemplary results.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

GEICO
Melville, NY
08.2013 - 10.2023
  • Led a team of 8-10 associates while supporting a service staff of over 140 associates to deliver expert insurance advice, resolve customer concerns, and ensure exceptional customer service.
  • Set and enforced high-performance standards, ensuring that team members were aligned with organizational goals and individual accountability.
  • Drove team engagement by instilling a culture of accountability, providing continuous feedback, and promoting individual and team growth.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching, and training.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Provided expert level communications, able to adjust thought patterns, approach and style when addressing varying audiences.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Assisted with the hiring process by conducting candidate interviews and role-play assessments for prospective employees.

Sales Training Specialist

GEICO
Woodbury, NY
05.2002 - 08.2013
  • Trained new hire classes and tenured employees in selling strategies, customer engagement, advanced product knowledge, and organizational policies and procedures.
  • Set and achieved clear learning objectives for assigned classes, ensuring alignment with corporate training program goals.
  • Drove positive customer satisfaction levels by providing successful training to associates.
  • Revised and developed course materials to enhance learning and adapt to changing needs.
  • Collaborated with department managers to identify training needs and design customized programs to address skill gaps.
  • Conducted regular assessments and evaluations to measure training effectiveness and implemented improvements as needed.
  • Identified Key Performance Indicators to track and ensured those metrics were aligned to expected business outcomes.
  • Created and delivered presentations to educate staff on new products, services, customer service standards, policies and procedures.

Education

Master of Science in Human Resource Management and Labor Relations -

New York Institute of Technology
05.2011

Bachelor of Science in Multi/Interdisciplinary Studies - Interdisciplinary Studies

New York Institute of Technology
Old Westbury, NY
05.2000

Skills

  • Critical Thinking
  • Strategic Thinking
  • Performance Management
  • Courteous with Strong Service Mindset
  • Decision-Making
  • Time Management
  • Microsoft Office
  • Team Management
  • Conflict Resolution
  • Positive and Constructive Feedback
  • Team Building and Leadership
  • Call Center Operations
  • Customer Relationship Management (CRM)
  • Training and Development
  • Change Management
  • Active Listening
  • Verbal and Written Communication

Certification

Lean Six Sigma - Yellow Belt Certified

Timeline

Customer Service Supervisor

GEICO
08.2013 - 10.2023

Sales Training Specialist

GEICO
05.2002 - 08.2013

Master of Science in Human Resource Management and Labor Relations -

New York Institute of Technology

Bachelor of Science in Multi/Interdisciplinary Studies - Interdisciplinary Studies

New York Institute of Technology

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Nicolette Stephenson