Lucretia "Nique" Heard
Las Vegas
Summary
Results-oriented professional excelling in customer service management, operations, and project management. Proven ability to enhance client satisfaction and mentor teams, driving effective solutions and business growth.
Overview
8
8
years of professional experience
Work History
Business Expert
T-Mobile
08.2019 - 05.2025
- Led initiatives to enhance customer service quality and increase client satisfaction ratings.
- Upheld high standards of professionalism throughout all interactions with clients, colleagues, and supervisors alike.
- Participated in ongoing professional development opportunities, staying current on industry best practices and emerging technologies for enhanced job performance.
- Consistently met or exceeded performance goals by focusing on customer needs and delivering tailored solutions.
- Provided coaching and mentorship to new hires, aiding in their professional growth as Call Center Consultants.
- Managed challenging situations gracefully by utilizing empathetic communication techniques when dealing with frustrated customers.
- Reduced average call duration while maintaining high-quality interactions through effective listening and problem-solving skills.
Marketing Manager
Club Lit
03.2017 - 02.2019
- Developed and executed comprehensive marketing strategies to enhance brand visibility and engagement.
- Mentored junior marketing staff, fostering skill development and collaborative team environment.
- Oversaw budget allocation for marketing projects, ensuring effective resource management and ROI optimization.
- Established partnerships with local organizations to expand outreach and community involvement initiatives.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Managed budgets, allocating funds strategically towards high-impact initiatives that supported overall business goals.
- Analyzed market trends and consumer data to inform strategic decision-making processes.
- Managed digital marketing initiatives, optimizing content for SEO and social media platforms.
Reservation Agent
Diamond Resorts
07.2017 - 10.2018
- Managed reservation inquiries through multiple channels, ensuring timely and accurate responses.
- Coordinated guest bookings, modifications, and cancellations to enhance customer satisfaction.
- Utilized property management systems to track reservations and maintain updated inventory records.
- Assisted in training new team members on reservation protocols and system usage.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Education
Bachelor of Science - Business Administration And Management
Morris Brown College
Atlanta, GA12-2027
Skills
- Operations management
- Data analytics
- Product management
- Competitive analysis
- Customer service management
- Training and mentoring
- Project management
- Negotiation
- Vendor collaboration
- Business development
- Account retention
- Quality assurance and control
- Teamwork and collaboration
Timeline
Business Expert
T-Mobile
08.2019 - 05.2025
Reservation Agent
Diamond Resorts
07.2017 - 10.2018
Marketing Manager
Club Lit
03.2017 - 02.2019
Bachelor of Science - Business Administration And Management
Morris Brown College