Nicole Hurst Email and Phone Number

- Provided support and guidance to management and employees.- Maintained compliance with federal, state, and local employment laws and regulations.

- Receive payments related to accounts receivable.- Drafts correspondence for past-due accounts and collections. - Identifies delinquent accounts and contacts accountholders to request payment.- Send monthly statements and open invoices.

-Managing customers’ accounts, company expenses and sales.-Auditing company’s utility costs and identifying opportunities to save money, across the United States. -Utilizing excel knowledge to make jobs more efficient.

-Generated daily reports for the client that demonstrated the previous day’s key performance indicators. Also responsible for producing monthly summaries. -Created reports that assisted the supervisor in analyzing their team’s productivity and efficiency. -Created employee shift schedules and assigned them supervisors. -Analyzed previous call volumes to see where staffing gaps may occur to attempt to fill coverage gaps.

WORKFORCE MANAGER-Supervised a team of four, responsible for overseeing the daily activities of 400+ customer service agents. Generated employee shift schedules and assigned them supervisors with teams of twelve. Organized and conveyed our site statistics for check point conference calls with a global workforce team.CUSTOMER SERVICE SUPERVISOR-Supervised, trained, disciplined and motivated a team of fourteen customer service representatives. Monitored and assessed quality assurance through weekly feedback and coaching of each agent. Resolved escalated customer concerns to improve overall customer experience. Analyzed customer surveys to discover ways to improve service and growth of Verizon Wireless. CUSTOMER SERVICE REPRESENTATIVE-Provided excellent customer service as a Customer Service Representative taking inbound calls. Achieved excellence quality assurance scores while maintaining good handle times.