Nicholette Hanson Email & Phone Number

Minneapolis, Minnesota, United States

• Customer Success Specialist responsibilities and:• Oversees customer success team.• Teaches newly hired employees processes and procedures of the Customer Success Specialist position.• Communicates with customers to coordinate event logistics.• Facilitates cross-channel feedback from customers and employees to management teams.• Contributing to the creation of process flows to identify areas of opportunity within the organization at an operational level.• Identifying and resolving problems within the Operations Team to benefit the efficiency and flow of the organization as a whole.

Minneapolis, Minnesota, United States

• Leads internal and external weekly operations planning meetings.• Produces weekly and monthly customer satisfaction survey reports for internal and external utilization.• Creates and maintains weekly internal data tracking reports.• Provides recommendations and suggestions for improvement to optimize operational processes.• Creates and maintains process instruction documents for position’s job duties.• Coordinates instructors’ individual schedules with training schedule.• Processes certification examinations for evaluation and input scores to learners’ profiles.• Creates and sends individual certifications to customers.• Assists customers with various issues as needed.

• Orchestrated 3-4 events each month for clients to attend in addition to their lessons (open swim, clinics, and swim meets). • Initiated the restructure of these shifts by collaborating with other management staff.• Recruited appropriately trained staff with a revamped bonus system.

• Educated staff with a pre-shift continuing education meeting, as well as followed up with each staff member for a post-shift meeting to discuss questions, concerns, and successes of their shift.• Assigned teachers to classes based on teacher trainings, student needs, pool spacing, and parent requests.• Administered payroll for each staff member on my shift using Paylocity.• Resolved client concerns and questions to ensure quality, exceptional service.• Assessed all students and shared progress details with instructors for possible advancement.• Sustained a safe environment with emergency action plans in place, and working as a team with the Deck Assistant to run the shift smoothly to exceed client expectations and to satisfy staff.• Planned management and site wide events.• Provided recommendations for promotions, performance awards, and other personnel actions for staff.

• Taught exceptional classes for all levels by understanding and applying the extensive training of methods for each level and swim stroke. • Exceeded a customer rating of 90% or higher over the past 3 years, with the past 2 quarterly scores of 95.5% for Fall 2019 and Winter 2020.• Communicated consistently with clients about students’ performance and progress, while continually watching for student improvement.• Improved continuously by accepting constructive feedback from management and experienced teachers.

Chanhassen, Minnesota, United States

• Assisted clients with registration and process enrollment in the Foss database.• Advocated for clients’ questions by communicating concerns and questions to managers.• Greeted all clients, assist clients in sales, and run purchases through the point of sale program.

Chanhassen, Mn

• Taught exceptional classes for all levels by understanding and applying the extensive training of methods for each level and swim stroke. • Exceeded a customer rating of 90% or higher over the past 3 years, with the past 2 quarterly scores of 95.5% for Fall 2019 and Winter 2020.• Communicated consistently with clients about students’ performance and progress, while continually watching for student improvement.• Improved continuously by accepting constructive feedback from management and experienced teachers.

Phoenix, Arizona Area

• Implemented lesson plans written by kindergarten through eighth-grade teachers, prepared grade appropriate and relevant lessons in the frequent absence of provided lesson plans in diverse classes.• Worked with an extremely flexible schedule to meet the needs of the district.

Bachelor Of Arts - Ba, Elementary Education

Activities and Societies: Circle K International, BeU Wellbeing Peer Coaching, Student Educators Association, Study Buddies, "Gustie".

High School Diploma

Activities and Societies: Junior Varsity Girl's Swim Team, Y's Act, Friends Forever, Science Club, Key Club, Club Dance Team, In-House.