Nichole Roberson Email & Phone Number

Clearwater, Florida, United States

Monitor customer health metrics including but not limited to onboarding, account configuration, product best practice cyber security training, and initial end-user simulated phishing tests. Exceeded Net Booking Retention (110%), Deal retention (90%), and Interim Upsell (2k) numbers several months in a row while maintaining 330+ accounts at once. Brought in over 1.2M in renewal and upsell dollars in a 12-month rolling period. Tailored customer success webinars to translate customers objectives into achievable deliverables resulting in a 10% increase in product utilization by existing customers. Collaborate with cross-functional teams including Sales, Product, and Marketing to drive product enhancements and feature requests based on customer feedback.

Fredericksburg, Virginia, United States

•Successfully trained, coached, and led top performing retention team improving overall floor retention by 20% •Researched and assimilated data from various detailed record sources for the development of analyses and reports; Analyzed call and error trends from detailed records and factual materials. •Identified and addressed program gaps and needs and worked to align system goals, opportunities, and resources, addressing barriers to program and systems-level success. •collect, organize, cleanse and interpret data to find meaningful and actionable insights. •Onboarded new hires and supervisors from cross functional departments

Fredericksburg, Virginia, United States

Top percentile Licensed Customer Care Agent evaluating customer renewal contracts to place in new rating program that successfully kept policy holders on the books 3+ consecutive months in a row. Successfully identified and developed pipeline opportunities and account renewal strategies in partnership with sales representatives to increase retention rate target by 20% Established and maintained relationships with top clients via phone, email and chat, resulting in a 20% decrease in churn

Fredericksburg, Virginia, United States

• Achieved first call resolution for over 85% of customer contacts using expert knowledge of services and internal systems.• Resolved complex technical customer queries using excellent critical thinking and product knowledge.• Engaged in active listening with customers, confirming and clarifying information to provide comprehensive support.• Connected with customers and built trust to identify needs, solve issues and improve customer experiences.

Woodbridge, Va

Trained new employees and consistently offered professional, friendly and engaging service. Displayed enthusiasm and knowledge about restaurant's menu and products. Developed and maintained positive working relationships with others to reach business goals. Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties. Inventoried and restocked items throughout the day.

Woodbridge, Virginia, United States

Trained new employees and consistently offered professional, friendly and engaging service. Displayed enthusiasm and knowledge about restaurant's menu and products. Developed and maintained positive working relationships with others to reach business goals. Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties. Inventoried and restocked items throughout the day

Woodbridge, Virginia, United States

Worked directly with students from grades K-12 in all activities in before & after school care program. Developed and submitted weekly lesson plans for before and after school classes. Created and implemented activities, workshops and events for students based on their interests. Hosted meetings with staff and students to create new ideas for program.