Nicole L. Dolbow
Belton,MO
Summary
Encouraging manager and strong analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated with a history of meeting company goals utilizing consistent and organized practices. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Problem Solver
Chewy Warehouse
05.2022 - Current
- Fulfilling over 700 customers’ orders quickly and efficiently keeping the customer in mind during every step
- SEAL program member with responsibilities as a first point of contact for over 100 new hires and existing employees, teaching them how to do various jobs
- Being a member of the safety committee helping drive a safety focused environment
- As a problem solver using analytical skills in critical roles to reduce the amount of missing hospital items in shipments and decrease the amount of kickouts through escalations of incorrect item picks and weights to management, reduced these by 20%
- Analyzed and understood situation to develop action plan.
- Looked outside known experience to find solutions and produce results.
- Employed various tools and equipment to find solutions to difficult or complex issues.
- Researched and extracted data to complete tasks.
- Utilized problem-solving skills to reduce or eliminate company expenses.
- Defined problem to identify, prioritize and select alternatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Specialist Manager
LONG MOTOR CORP.
08.2020 - 05.2022
- Responsible for delivery of exceptional customer service experience with customers by providing accurate, consistent, and timely responses on inbound calls, completion of correspondence, and processing of work queues to ensure successful fulfillment of part orders of over 300 calls a day
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Launched quality assurance practices for each phase of development
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained new employees with a 95% success rate
General Manager
Five Guys
07.2017 - 02.2020
- Overseeing successful shifts on both opens and closes
- Upholding labor and food cost expectations
- Conducted Interviews and hired people full cycle
- Responsible for ordering of expendable products to ensure item availability
- Flexible working in nine separate locations as a training manager
- Upholding labor and food cost expectations, keeping it 5% under what was asked without compromising the customer experience
- Trained multiple crew members
- Received at least twenty 100% scores on Secret Shopper evaluation, with praise on two of them
- Complied with Kansas and Federal food safety regulations
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Care Specialist
Alliance Data
05.2016 - 05.2017
- Received over 200 incoming calls daily relating to finances in a demanding environment
- Educated and informed best practices to card holders
- Adhered to strict schedules in a rapidly changing workplace
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Requested escalation for unresolved issues.
- Verified accuracy of customer account information and updated when necessary.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Directed customers to appropriate departments for additional support.
- Took ownership of customers issues to follow problems through to resolution.
- Assisted call-in customers with questions and payments.
Education
GED -
State of Kentucky
Elizabethtown, KY04.2012
Skills
- Demonstrate composure in stressful and negative situations
- Strong analytical and problem-solving skills
- General Manager experience
- Social media management
- Demonstrates ability to manage multiple tasks
- Thrives working in a challenging environment
- Warehouse monitoring
- Root-cause analysis
- Process optimization
- Inventory tracking
- Persuasion techniques
Timeline
Problem Solver
Chewy Warehouse
05.2022 - Current
Customer Service Specialist Manager
LONG MOTOR CORP.
08.2020 - 05.2022
General Manager
Five Guys
07.2017 - 02.2020
Customer Care Specialist
Alliance Data
05.2016 - 05.2017
GED -
State of Kentucky
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