Nina Walker
Houston,TX
Summary
Team management professional with strong focus on team collaboration and achieving results. Skilled in strategic planning, conflict resolution, and performance improvement. Known for reliability and adaptability in dynamic environments. Valued for excellent communication skills and ability to motivate and lead teams toward common goals.
Team management professional with robust background in guiding teams to achieve operational goals and improve performance. Known for strong focus on collaboration and adaptability to changing needs, ensuring consistent and reliable results. Skilled in conflict resolution and strategic planning, valued for organizational and leadership qualities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Team Leader Manager
Alorica
04.2023 - 02.2025
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
Quality Analyst
Comcast Cable and Xfinity Internet
05.2022 - 06.2024
- My job was to focus deeply on calls an report to supsivors the outcome
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Customer Service Representative/sales
ADT Solar
04.2022 - 03.2023
- Enhanced retail performance during limited hours.
- Executed tasks from various locations with efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
CNA - Certified Nursing Assistant
The Broadmoor nursing home
09.2019 - 11.2020
- Managed care responsibilities for individuals with disabilities.
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Reduced patient stress levels through effective communication and active listening skills.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
CNA - Certified Nursing Assistant
Park Manor Health and Rehabilitation
03.2018 - 07.2020
- Providing daily living to disable individual
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Conducted routine safety checks on equipment, promptly reporting any malfunctions or safety concerns to appropriate personnel.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care throughout the process.
- Conducted basic physical assessments on new admissions to gather baseline data for nursing staff evaluation.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Administered prescribed medications under the supervision of a registered nurse, ensuring adherence to safety protocols.
- Contributed to successful discharge planning through coordination with social services and rehabilitation facilities.
Sales Manager
Production sales
10.2012 - 11.2015
- I held morning meeting with a group of individuals then drove them to different neighborhood to sale soaps
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Attended industry events and conventions to expain sales opportunities.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
Sales Manager
Movement sales
04.2009 - 08.2012
- I managed a group of individuals to out in different neighborhood to sale books an magazine
CNA - Certified Nursing Assistant
Iberia Extended Care Hospital-LHC
01.2010 - 09.2010
- Taking patients vitals sign, cleaning diapers, feeding
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Facilitated personal hygiene management, feeding and ambulation.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
Customer Service
Domino's-Newiberia
03.2005 - 03.2008
- Making pizza, taking orders an folding boxes
- Increased repeat clientele through excellent customer service and tailored esthetic services.
- Increased customer service ratings significantly through personable service.
- Provided exceptional customer service to internal and external customers.
- Delivered exceptional customer service, ensuring repeat business and client loyalty.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Provided excellent customer service, addressing parent concerns promptly and professionally.
Education
Graduation -
Sullivan pre academy
Baton Rouge, LA05.2007
Skills
- Vital Signs
- Sales Management
- Home Care
- Caregiving
- Patient Care
- EMR Systems
- Hospital Experience
- Laundry
- Cleaning
- Laboratory Experience
- Leadership
- Nursing
- Medication Administration
- Microsoft Excel
- Warehouse Experience
- Experience Administering Injections
- Negotiation
- Sales
- Driving
- Customer Service
- Supervising Experience
- Payroll
- Retail Management
- Administrative Experience
- Communication Skills
- Senior Care
- Pricing
- Phlebotomy
- Medical Office Experience
- Medical Terminology
- Outside sales
- Customer focus
- Workload management
- Motivational skills
- Influencing skills
- Meeting facilitation
- Stakeholder management
- Industry expertise
- Remote team management
- Employee scheduling
- Workforce planning
- Operational excellence
- Succession planning
- Performance coaching
Certification
- Certified Payroll Professional
- Fundamental Payroll Certification
Accomplishments
- Documented and resolved Issue which led to Results.
- Achieved Result through effectively helping with Task.
- Achieved Result by introducing Software for Type tasks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 20 in the development of Project name.
- Achieved Result by completing Task with accuracy and efficiency.
- Supervised team of 20 staff members.
- Resolved product issue through consumer testing.
Languages
English
Professional Working
Timeline
Team Leader Manager
Alorica
04.2023 - 02.2025
Quality Analyst
Comcast Cable and Xfinity Internet
05.2022 - 06.2024
Customer Service Representative/sales
ADT Solar
04.2022 - 03.2023
CNA - Certified Nursing Assistant
The Broadmoor nursing home
09.2019 - 11.2020
CNA - Certified Nursing Assistant
Park Manor Health and Rehabilitation
03.2018 - 07.2020
Sales Manager
Production sales
10.2012 - 11.2015
CNA - Certified Nursing Assistant
Iberia Extended Care Hospital-LHC
01.2010 - 09.2010
Sales Manager
Movement sales
04.2009 - 08.2012
Customer Service
Domino's-Newiberia
03.2005 - 03.2008
Graduation -
Sullivan pre academy
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