Nicole Wilson
Wauchula,FL
Summary
Experienced Quality Support Associate adept at ensuring adherence to quality standards and procedures. Specialist in providing support for quality improvement initiatives, implementing corrective action plans, and facilitating team member training. Proficient in performing root cause analysis, statistical analysis, and process improvements to elevate product quality and customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Support Associate
Land's End
Dodgeville, WI
09.2023 - Current
- Assessed customer service standards and monitored call quality to ensure compliance with company policies.
- Investigated customer complaints, identified root causes, and recommended solutions.
- Monitored incoming emails and phone calls regarding product inquiries and escalated issues when necessary.
- Delivered high-level customer support, addressing inquiries and resolving issues promptly and professionally.
Manager - Training and Quality
AnswerNet
Phoenix, AZ
05.2020 - 06.2023
- Collaborated with customer service teams to ensure clear and effective communication in addressing client concerns and meeting service expectations.
- Created and maintained tracking systems to monitor employee progress in meeting quality standards.
- Conducted comprehensive quality assurance reviews, ensuring adherence to service standards and performance benchmarks.
- Identified areas of improvement within existing processes by conducting root cause analysis of customer complaints.
Client Engagement Manager
ADT Security
Jacksonville, FL
08.2015 - 05.2020
- Led teams in providing exceptional service, meeting tight deadlines in a high-pressure environment, and ensuring flexible support during evenings and weekends.
- Applied a 'Yes first' approach to resolve client issues, ensuring high-value service delivery and operational excellence.
- Monitored performance metrics associated with each client engagement to measure success.
- Assessed customer feedback regarding the quality of service provided during an engagement initiative.
Assistant Operations Manager
Berges Law Group
Fort Lauderdale, FL
10.2009 - 07.2015
- Monitored daily operations for compliance with quality standards and safety regulations.
- Overseen and managed quality assurance processes to ensure client satisfaction and adherence to KPIs.
- Collaborate with cross-functional teams to deliver seamless customer service experiences across various requests, including travel, dining, and concierge services.
- Implemented performance improvement initiatives through coaching and development of team members, improving service delivery, and operational efficiency.
Education
Some College (No Degree) -
Alabama State University
Montgomery, ALSkills
- Quality Assurance and KPI Analysis
- Operational Oversight
- Cross-Functional Team Collaboration
- Team Coaching and Development
- Proficient Call Coordination
- Complaint resolution
- Strong verbal and written communication
- Multitasking in high-pressure environments
Certification
- Life and Success Coach Certification
Timeline
Quality Support Associate
Land's End
09.2023 - Current
Manager - Training and Quality
AnswerNet
05.2020 - 06.2023
Client Engagement Manager
ADT Security
08.2015 - 05.2020
Assistant Operations Manager
Berges Law Group
10.2009 - 07.2015
Some College (No Degree) -
Alabama State University
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