Nicolle Freeman
Inglewood,CA
Summary
Highly effective problem solver and customer service representative with over seven years of experience in the technology industry. Excels at managing difficult customer inquiries and complaints, quickly identifying issues and providing resolutions. Eager to join a team that values customer satisfaction and puts the customer first.
Overview
6
6
years of professional experience
Work History
ONBAORDING SPECIALIST
Otter
03.2021 - 01.2024
- Tackle difficult situations that come through the Escalation Team
- Identify customer needs and expectations of our product
- Analyze team data and metrics to track performance
- Cross-collaborate with other teams to identify key issues and ensure customers are getting the most out of our product
- Create a personalized success plan to increase high-volume orders
- Report any Bugs that might effect our day to day productivity.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
CUSTOMER SUCCESS LEAD
ChowNow
03.2020 - 01.2021
- Owned and onboard 40-50 clients a week to the platform with products to ensure restaurants receive high-volume orders until the launch
- Account managed multiple clients while collaborating with other departments to upsell products for restaurant success.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
COMMUNITY OPERATIONS LEADS
Uber
08.2017 - 02.2020
- Lead a team of operation specialists focusing on account management and sales tactics to increase Uber's driver-partner supply across the U.S, and Canada
- Oversee policies and performance management including assessments that reflect 10% of an individual's bonus compensation
- Analyze team data and metrics by highlighting trends in driver retention
- Collab with stakeholders to support key areas of focus
- Trained new and seasoned specialists on sale tactics to increase retention rate.
- Served as a liaison between the organization and local government, advocating for policies and initiatives that benefit the community at large.
- Conducted regular evaluations of community programs, identifying areas for improvement and integrating best practices into future planning efforts.
- Streamlined communication channels for improved information sharing and collaboration among team members.
- Managed and supported a diverse team of community specialists, fostering professional growth and development.
Education
BACHELOR OF ARTS - SOCIOLOGY
California State University, Long Beach
Skills
- Inclusive Leadership
- Management
- Zendesk Knowledge
- Customer & Client Success
- Learning and Development
- Program Management
- Salesforce
- Data Analysis
- Strong Communication
- Cross Collaboration
- Diversity, Equity, and Inclusion Programs
- Software Knowledge
- New Hire Onboarding
- Performance Tracking
- Remote Conferencing and Communication
- Documentation and Recordkeeping
- Customer Service and Assistance
- Microsoft Office
- Complaint Handling
Websites
Awards
Uber - Top Performer for Quarters 2-4 2019
Monthly goals were 85% of successful customers completed the onboarding process. My goal every month was 107%.
Otter- started as a Specialist 1 and was moved to team lead after providing best practices to my entire team to improve overall metrics.
Founder of Inglewood Cheer and Dance Palace, training young ladies from 5-18 in competitive cheer.
I started my own cheer company in 2017 to be a role model in my community and also introduce completive cheer at a low cost rate. We are a non profit that trains over 100 girls.
Additional Information
Open to new career goals and fast learner.
Timeline
ONBAORDING SPECIALIST
Otter
03.2021 - 01.2024
CUSTOMER SUCCESS LEAD
ChowNow
03.2020 - 01.2021
COMMUNITY OPERATIONS LEADS
Uber
08.2017 - 02.2020
BACHELOR OF ARTS - SOCIOLOGY
California State University, Long Beach
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