Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nichole Lau

Charlotte,NC

Summary

Dynamic and results-driven customer-centric professional with extensive experience in fast-paced customer care and financial institution environments. Expertise in fostering exceptional leadership teams dedicated to achieving goals through continuous learning and personal development. Proficient in implementing business assessment processes, enhancing team dynamics, and identifying strategies to boost profitability while ensuring compliance with relevant policies. Strong analytical skills combined with a proven ability to build strategic relationships and creatively solve problems drive impactful business insights that elevate customer experiences and exceed sales targets.

Overview

20
20
years of professional experience

Work History

CLIENT RELATIONS ASSOCIATE

GRANDSHIPPER, INC.
01.2020 - 01.2023


  • Assisted management with data analysis, reporting, and presentation preparation for client meetings.
  • Increased client retention rates by proactively identifying potential issues and offering solutions.
  • Prevented account attrition by conducting regular check-ins with at-risk customers and implementing targeted interventions aimed at maintaining loyalty.
  • Streamlined client onboarding processes for more efficient account setup and quicker access to services.
  • Improved client satisfaction by addressing and resolving concerns promptly and professionally.
  • Consistently exceeded performance metrics related to client satisfaction, account growth, and revenue generation through diligent oversight of assigned portfolio.

FINANCIAL SERVICES REPRESENT

PNC Bank
01.2018 - 01.2020
  • Optimized banking processes, enhancing efficiency and customer satisfaction.
  • Coordinated with compliance departments to ensure all client interactions and transactions met regulatory standards.
  • Maintained accurate records, conducting audits to minimize risk.
  • Increased client satisfaction by providing tailored financial advice and investment recommendations.
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Maintained updated records of all financial transactions to support traceability.

BANKING ASSOCIATE

TD Bank
01.2015 - 01.2018
  • Processed over 200 transactions daily, ensuring accuracy and customer satisfaction.
  • Managed $50,000+ in cash daily, maintaining security and optimal levels.
  • Exceeded sales targets by 160%, driving revenue growth.
  • Enhanced operations using Net Query, Fidelity, and Encore.
  • Built strong customer relationships, resolving issues promptly.

RECEIVABLES SPECIALIST

InterDyn AKA Enterprise Solutions
01.2008 - 01.2010
  • Managed invoicing, ensuring precise transactions and timely reporting, boosting financial accuracy.
  • Improved cash flow by resolving collection issues through proactive client communication.
  • Collaborated to address billing discrepancies, enhancing accuracy and reducing outstanding balances.
  • Streamlined receivables using Microsoft Great Plains, improving efficiency and cash flow.
  • Reviewed aging reports, promptly resolving issues to maintain financial health.
  • Played a key role in the implementation of a new receivables management system, contributing to improved data accuracy and operational efficiency.
  • Participated in financial audits by providing detailed documentation related to receivables transactions as needed.
  • Optimized cash application procedures, leading to reduced processing time and improved cash flow management.

ACCOUNTING ASSOCIATE

Lat Purser & Associates
01.2003 - 01.2007
  • Streamlined tenant charge reconciliations, boosting financial clarity and collaboration.
  • Developed systems for efficient financial operations, enhancing report accuracy.
  • Oversaw AP/AR processes, ensuring timely documentation and improved cash flow.
  • Led cross-functional teams in budget preparations, fostering transparency.
  • Enhanced financial operations, achieving measurable efficiency improvements.

Education

BS TECHNICAL MANAGEMENT -

Devry University
06.2025

PSYCHOLOGY - undefined

St. John's University
09.2003

Skills

  • Critical decision-making skills
  • Relationship management
  • Encore Platform
  • Financial transaction handling
  • Sales experience
  • Microsoft Great Plains
  • Cost analysis
  • Accounts Payable
  • Accounts Receivable
  • Performance analysis
  • Cross-functional teamwork
  • Strategic task management

Timeline

CLIENT RELATIONS ASSOCIATE

GRANDSHIPPER, INC.
01.2020 - 01.2023

FINANCIAL SERVICES REPRESENT

PNC Bank
01.2018 - 01.2020

BANKING ASSOCIATE

TD Bank
01.2015 - 01.2018

RECEIVABLES SPECIALIST

InterDyn AKA Enterprise Solutions
01.2008 - 01.2010

ACCOUNTING ASSOCIATE

Lat Purser & Associates
01.2003 - 01.2007

PSYCHOLOGY - undefined

St. John's University

BS TECHNICAL MANAGEMENT -

Devry University

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