Nicole - Training & Performance Specialist with 10+ years in Customer Service & Quality Assurance

Designed and delivered training to enhance agent and staff skills, boosting performance.

Provided ongoing coaching and performance feedback to optimize KPIs and reduce attrition.

Led bug tracking, regression testing, and documentation to ensure product and service quality.

Tracked performance metrics and identified areas for operational improvement.

Led teams of 10-20+ agents, managing performance, onboarding, and stakeholder collaboration.

Started as a Customer Service Representative and, within 3 months, earned a promotion to a leadership role due to exceptional performance and dedication., Delivered comprehensive training on both soft and hard skills for agents and administrative staff, enhancing productivity and driving skill development across various roles., Coached teams on communication skills and career growth, resulting in measurable improvements in key metrics such as Customer Satisfaction (CSAT) and First Call Resolution (FCR)., Provided ongoing feedback and performance guidance, focusing on optimizing KPIs like Average Handle Time (AHT), CSAT, and agent utilization., Conducted data analysis and reporting, tracking progress and identifying areas for improvement, leading to increased efficiency and higher service standards., Offered personalized coaching on quality management and behavior tracking, significantly reducing call center attrition and improving overall team performance.

Managed administrative support and data processing for accurate billing and transactions., Retrieved and analyzed data from various software systems to streamline cargo shipment transactions across the U.S., Developed expertise in database management, error detection, and quality control through detailed online research and daily operational oversight.

Led bug reporting and tracking, ensuring seamless issue resolution through Jira documentation., Retested and validated fixes, guaranteeing product quality and client satisfaction., Conducted thorough regression testing for multiple applications, focusing on both functional and non-functional aspects., Created client-facing help articles and technical content to support users in resolving common issues., Collaborated with clients via Zendesk to provide real-time support and troubleshoot issues., Documented new feature enhancements and improvements using Demo Builder, contributing to product development and optimization.

Led and managed a dynamic, rotating team of 10 to 20+ agents, overseeing their end-to-end onboarding process, while driving continuous development and optimizing performance., Adapted leadership strategies to effectively handle varying team sizes and ensured seamless integration into high-performance workflows., Provided continuous coaching to new and existing agents, focusing on career development and growth., Consistently monitored and ensured team adherence to key performance indicators, including Average Handle Time (AHT), Customer Satisfaction Score (CSAT), Call Center Attrition (CCA), Cost Per Call (CPC), First Call Resolution (FCR), and Agent Utilization Rate (AUR), driving operational efficiency and maintaining high service standards., Collaborated with stakeholders to align team goals with broader business strategies and operational objectives., Coordinated with quality and training departments to identify improvement areas and implement performance-enhancing initiatives., Managed administrative responsibilities, including performance reviews and operational reporting.