Nicole Durell Email & Phone Number

Durham, NC, US

Durham, North Carolina, United States

• Achieved $116k in annual contract value in July ‘24 (team average $89k)
• Assists in processing and submitting digital life insurance applications for the new online experience with the goal of meeting clients’ digital communications preferences
• Collaborates with cross-department team members to spot and fix bugs in online application process
• Manages communications to initiate new business from an existing client base of 13,000 individuals
• Generates policy specifications and creates new policy illustrations for clients
• Crafted responses for handling client issues, providing status updates, and answering questions through digital communications

Durham, North Carolina, United States

• Led the 10-person team in annual contract value, measuring 23.38% of the team's total contract value between Jan-June ‘24
• Worked an average 126 tickets per day ensuring clients receive prompt digital communications
• Developed and provided system training sessions for six team members
• Managed client appointments using Calendly and G-Suite programs

Durham, NC

• Was responsible for responding to client inquiries in a comprehensive manner through various communications, such as text messages, emails, and secure messages
• Led the team in tickets handled, having served over 30,000 tickets in 2022
• Served as the first point-of-contact for clients on the live chat function using Zendesk Chat software
• Managed client appointments using Calendly and G-Suite programs
• Maintained a median response time under 3.0 minutes while serving hundreds of clients per month
• Led daily stand-up meetings for the team on a regular basis to set expectations and understand team goals

Durham, North Carolina, United States

• Responsible for responding to client inquiries in a comprehensive manner through various communications, such as text messages, emails, and secure messages
• Serves as the first point-of-contact for clients on the live chat function using Zendesk Chat software
• Manages client appointments using Calendly and G-Suite programs
• Maintained a median response time under 5.5 minutes while serving hundreds of clients per month

Durham, North Carolina, United States

• Served as the first point of contact for prospective clients over the phone
• Guided clients through the life insurance application process using a consultative approach
• Assisted clients in understanding life insurance and the process in obtaining suitable coverage
• Ensured clients received excellent customer service support
• Pulled data reports to continuously learn from client interactions and improve performance
• Collaborated with other operations teams to ensure every client had a seamless application process

Elon, NC

• Enhanced community atmosphere and engagement within the building
• Was responsible for ensuring the safety of, supporting, and being a resource to 80 residents
• Reinforced community safety and health standards and encourages risk management
• Provided resources on campus events to further connect residents to the university
• Completed week-long on-call shifts and nightly neighborhood walks
• Participated in engaged leadership role as neighborhood content creator

Elon, North Carolina

• Acted as the face of the neighborhood for all incoming inquiries
• Responded to students locked out of neighborhood residence halls
• Navigated questions from visiting parents, and assist them in finding the best resources
• Completed data entry with room condition forms and master lists

Elon, North Carolina

• Developed the community within a hall of 35 residents
• Was responsible for managing the decision making for any emergencies that arise
• Provided resources that further connect residents to Elon University
• Served as a positive role model and mentor to residents
• Completed on-call shifts with team members

London, United Kingdom

• Researched locations for plan and execute one-week pop-up shop in central London
• Negotiated with local business owners for their various healthcare services for nightly events
• Was responsible for creating photographic content bank for social media accounts
• Created triweekly posts for the Instagram account to increase follower count and engagement
• Drafted healthcare-related posts for the weekly blog dedicated to engaging with customers
• Worked on various special projects including: the week-long pop-up shop, a collaboration with Transport for London and HelloFresh U.K., and the possibility if expanding in the U.S.

Portsmouth, New Hampshire

• Trained a total of 36 new employees on park service job tasks, policies, and procedures
• Organized staff members workflow, direct them to necessary tasks
• Offered support to staff members, and assist them as needed
• Took weekly inventory and placed orders for needed supplies