Summary
Overview
Work History
Skills
Timeline
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Nychol Thornton

San Antonio,TX

Summary

Customer relations supervisor with a track record of improving satisfaction levels and business performance. Strong leadership skills in managing teams for smooth operations and conflict resolution. Successfully implemented strategic initiatives to enhance customer experience. Committed to fostering a positive work environment and driving continuous improvement.

Overview

13
13
years of professional experience

Work History

Executive Customer Relations Supervisor

Go Brands INC.
Austin, USA
12.2019 - 07.2024
  • I have developed and implemented strategies to enhance customer satisfaction and retention rates.
  • Serving as the main point of contact for high-profile clients, I addressed their issues and concerns with promptness and professionalism.
  • I provide assistance to numerous customers daily through email, chat, and telephone.
  • I conducted training sessions for both our Subject Matter Experts and the Executive Customer Relations Team.
  • I have created SOPs for the company.
  • Created training modules for new staff in customer relations and for the customer service team.
  • I have maintained a positive demeanor consistently in environments characterized by high stress and a rapid pace.
  • My adaptability and flexibility enable me to embrace new technologies, processes, and diverse environments. I have investigated customer complaints and disputes, resolving issues efficiently.
  • I possess strong interpersonal and communication skills, am highly organized, detail-oriented, and have an in-depth understanding of all chatting modes.
  • I have handled corporate escalations on behalf of the company's CEOs.
  • I possess extensive knowledge of various platforms, including Kustomer, Sprinklr, Forter, Sift, Braintree, Jira, Google Workspace, Microsoft Office, Air table, and Ujet, CSR, Slack, Teams, and many more.

Customer Service Representative Supervisor

Conduent
San Antonio, USA
12.2015 - 09.2020
  • Led and coached a team of customer service representatives to ensure high-quality and consistent service delivery
  • Monitor team performance metrics, provided regular feedback, and implemented improvement strategies
  • Handle escalated customer inquiries and complaints in a timely and professional manner
  • Develop and implement training programs for new and existing team members to enhance skills and knowledge
  • Collaborate with other departments to optimize processes and improve overall customer satisfaction levels
  • I handled escalated calls in the sup queue to ensure the customer issue was resolved in the best way possible and that the customer was satisfied
  • I walked the floor and white corded to ensure employees were trained to assist the customers
  • Identifying customers' needs, clarifying information, researching every issue, and providing solutions
  • Build sustainable relationships and engage customers by taking the extra mile and kept records of all conversations in our call center database in a comprehensible way

Front Office Manager

San Antonio Airport Hilton
San Antonio, USA
12.2011 - 12.2015
  • Managed daily functions of the front office, including overseeing a team of accounting professionals to ensure accurate and timely financial reporting
  • Collaborated with senior management to develop and monitor budgets, forecasts, and financial goals for the organization
  • Monitored and maintained office supplies and equipment inventory, ensuring necessary items were always available for staff and guests
  • Collaborated with other departments to address guest concerns and ensure a seamless experience throughout their stay
  • Oversaw all aspects of the front office, including guest check-in/check-out, reservations, and guest inquiries
  • I had ownership over our Airplane Contract which included Southwest American Airlines and Delta, I blocked the rooms and assigned them to Pilots, and Flight attendants Daily which was over 100 rooms daily
  • Assisted, trained, and managed the front office personnel

Skills

  • Training and mentoring
  • Customer Relations
  • Account Updates
  • Account Management
  • Customer Service
  • Quality Assurance
  • Excellent Communication
  • Issue and Complaint Resolution

Timeline

Executive Customer Relations Supervisor

Go Brands INC.
12.2019 - 07.2024

Customer Service Representative Supervisor

Conduent
12.2015 - 09.2020

Front Office Manager

San Antonio Airport Hilton
12.2011 - 12.2015

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Nychol Thornton