Nora Frederick
Orlando,FL
Summary
Dynamic manager skilled in optimizing operations and enhancing customer satisfaction. Proven track record in staff training, complex problem-solving, and efficient time management.
Results-driven professional with extensive experience in customer service and team leadership. Expertise in staff training and operational processes, leading to significant improvements in team productivity and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Call Center Agent
Studio Enterprise
Los Angeles, CA
11.2025 - 04.2026
- Assisted customers with inquiries, providing accurate and timely information.
- Managed high call volumes while maintaining professionalism and courtesy.
- Documented customer interactions in CRM system for future reference.
- Escalated unresolved issues to appropriate departments for resolution.
- Transferred calls in a timely manner with accuracy.
- Collaborated with team members to enhance overall customer experience.
- Participated in training sessions to improve communication and support skills.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Balanced competing priorities under pressure without compromising the quality of service provided.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Inputting data into systems, verifying information and managing databases.
Caregiver/Manager on Duty
English Estates
Orlando, FL
07.2023 - 09.2025
- Assisted residents with daily living activities, promoting independence and dignity.
- Monitored resident health and reported changes to nursing staff promptly.
- Maintained a clean and safe environment through regular housekeeping duties.
- Collaborated with multidisciplinary teams to develop personalized care plans.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Trained team members in best practices for data handling, improving overall productivity and data integrity.
Manager
Boylston Way
Orlando, FL
12.2022 - Current
- Oversaw daily operations, ensuring efficiency and quality in service delivery.
- Developed and implemented operational processes to enhance team productivity.
- Trained and mentored staff, fostering a culture of continuous improvement.
- Streamlined inventory management, reducing waste and optimizing resource allocation.
- Analyzed performance metrics to identify areas for operational enhancement.
- Collaborated with cross-functional teams to align strategies with organizational goals.
- Managed scheduling and workforce allocation to maximize team effectiveness.
- Led initiatives to improve customer satisfaction and service responsiveness.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Inputting data into systems, verifying information, and managing databases.
Caregiver
Home Care Now
Orlando, FL
05.2019 - 10.2022
- Provided compassionate support to clients in daily living activities and personal care.
- Assisted clients with mobility, ensuring safety during transfers and movement.
- Monitored health conditions and reported changes to healthcare professionals promptly.
- Collaborated with multidisciplinary teams to create personalized care plans for clients.
- Trained new caregivers on best practices for client care and safety protocols.
- Implemented effective communication strategies to enhance client engagement and satisfaction.
- Evaluated care processes regularly, identifying opportunities for improvement in service delivery.
Customer Service Representative/Lead Fitting Room Associate
Ross
Orlando, FL
06.2016 - 06.2022
- Mentored customer service representatives to enhance performance and improve team efficiency.
- Streamlined support processes, resulting in faster response times and improved customer satisfaction.
- Developed training materials and conducted workshops to elevate service standards across teams.
- Analyzed customer feedback data to identify trends and implement effective solutions for common issues.
- Oversaw daily operations, ensuring adherence to company policies and exceptional service delivery.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented new training programs for better team performance and improved service quality.
- Offered personalized solutions for customers by thoroughly understanding their needs and preferences.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
Education
Certificate of Technical Studies -
Florida Career College
Jacksonville, FL06-2014
High School Diploma -
Lyman High School
Orlando, FL07-2010
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Task delegation
- Goal setting
- Documentation and reporting
- Customer support
- Database data entry
- Data entry standards
Languages
English
Full Professional
Timeline
Call Center Agent
Studio Enterprise
11.2025 - 04.2026
Caregiver/Manager on Duty
English Estates
07.2023 - 09.2025
Manager
Boylston Way
12.2022 - Current
Caregiver
Home Care Now
05.2019 - 10.2022
Customer Service Representative/Lead Fitting Room Associate
Ross
06.2016 - 06.2022
Certificate of Technical Studies -
Florida Career College
High School Diploma -
Lyman High School