Nicole Reese
Kansas City
Summary
Hardworking team lead who maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader who builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
13
13
years of professional experience
Work History
Social Media Team Lead
H&R Block
01.2019 - Current
- Increased customer engagement through social media.
- Conducted daily updates to social media profiles to boost company online presence.
- Tracked and analyzed social media and online marketing feedback
- Met multiple deadlines using strong task prioritization skills.
- Collaborated with cross-functional teams to develop and implement market research strategies.
DIY Technical Support Lead
H&R Block
05.2010 - 01.2019
- Developed and implemented training initiatives for new hires.
- Researched and identified solutions to technical problems.
- Managed customer contact center with 30-40 support representatives.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Analyzed and developed service goals for in-bound call center.
Education
Van Horn High School
Independence, MO05.1989
Skills
- Marketing Tools
- Analyze Trends
- Social Media Platforms
- Computer Proficiency
- Issue Resolution
- Client Relationship Management
Timeline
Social Media Team Lead
H&R Block
01.2019 - Current
DIY Technical Support Lead
H&R Block
05.2010 - 01.2019
Van Horn High School
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