Nikitah Day
Manager 0f Customer Contacts
Jacksonville,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Manager of Customer Contacts
JEA
03.2023 - Current
- Responsible for achieving continuous improvement in these Customer Relationship business metrics: customer satisfaction, average speed of answer, customer contact center service levels, cost per contact, and first contact resolution
- Monitor and evaluate the performance of team members to identify coaching and training needs for performance improvement
- Administer coaching, training, and progressive discipline as needed to ensure team members deliver excellent customer service to JEA residential, commercial, and industrial customers.
- Handle complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Perform duties and provide service in accordance with established operating procedures and company policies.
Senior Team Manager
ADT Security Services
09.2022 - 03.2023
- Supported and developed team coaches by providing feedback, coaching, and assisting with outlier management
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Developed work flows and standard operation procedures to improve average handle time, first call resolution, transfer rate, and net promoter score
- Reported changes in key performance indicators and identified process improvements
- Provided support, training, and coaching for training and onboarding managers in both the states and overseas.
- Led employee relations through effective communication, coaching, training and development.
Leadership and Development Program Manager
ADT Security Services
02.2021 - 09.2022
- Facilitated and presented training to 100+ leaders on all levels of the organization and within different departments (customer care, monitoring, collections, account management, retention)
- Delivered training for staff development, change management and materials, process and technical controls.
- Created trainings using PowerPoint and Miro to enable leaders to have effective coaching conversations, change behaviors, and improve performance metrics
- Maintained and developed excellent working relationships with coworkers, managers, and senior-level management to influence change
- Developed detailed plans based on broad guidance and direction.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Managed quality programs to reduce overdue compliance activities.
Customer Experience Manager
ADT Security Services
08.2019 - 02.2021
- Developed leaders and their skill sets by providing growth opportunities through guidance and mentorship
- Drove specific KPI improvements, such as net promoter scores, first call resolution, and average handle time with leaders assigned to developmental sprints
- Developed, facilitated and supported changes in the organization through curation of learning content via face-to-face, e-learning, and curriculum development
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Presented executive summaries of leaders’ progress to senior level management
- Reviewed calls of agent opportunities and challenges to facilitate change in behaviors and call flows
- Coordinated staff meetings to discuss developmental strategy, best practices and process improvements.
Team Manager Customer
ADT Security Services
07.2016 - 08.2019
- Provided leadership and developed a staff of 16-20 employees
- Managed and evaluated subordinates' performance and made recommendations for pay increases, hiring, and terminations
- Used data analysis and root cause problem solving to identify and change behaviors
- Aided employees in discovering their strengths, opportunities, and behaviors to help them successfully reach goals and performance metrics
- Effectively coached employees during weekly one-on-coaching sessions, reviewed calls, and conducted monthly evaluations
- Created and executed realistic action steps and timelines for team members with strict attention to detail and performance
- Resolved customer concerns and leveraged de-escalation skills when necessary to ensure customer satisfaction
Floor Supervisor and General Manager Certified
Shoe Carnival
03.2005 - 03.2014
- Provided leadership and guidance to a staff of 9-10 employees
- Interviewed, hired and trained new employees for production positions.
- Met daily financial goals set for each day by reaching sale goals and building customer relationships
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve opportunity areas.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Education
Masters Science Management - Management
University of North Florida
Jacksonville, FL08.2021
Bachelor of Science - Biology
University of North Florida
Jacksonville. FL06.2011
Skills
- Leadership Development
- Teamwork and Relationship Building
- Staff Development and Training
- Strategic Thinking
- Project Management
- Quality Assurance
- Business Process
- Customer Focused
- Customer Complaint Management
- Customer Relationship Management (CRM) Software
- Microsoft Office 365
Accomplishments
- It’s a Girls Thing (IAGT)
- McKinsey Management Accelerator Program
- Certified Aubrey Daniel International Facilitator
Timeline
Manager of Customer Contacts
JEA
03.2023 - Current
Senior Team Manager
ADT Security Services
09.2022 - 03.2023
Leadership and Development Program Manager
ADT Security Services
02.2021 - 09.2022
Customer Experience Manager
ADT Security Services
08.2019 - 02.2021
Team Manager Customer
ADT Security Services
07.2016 - 08.2019
Floor Supervisor and General Manager Certified
Shoe Carnival
03.2005 - 03.2014
Masters Science Management - Management
University of North Florida
Bachelor of Science - Biology
University of North Florida
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