Nicole Walker Email & Phone Number

Promoted to sole customer support representative for SCD CA English. Responsible for answering phone calls and emails in regard to the free dealer application SCD (Shop.Click.Drive) providing direct customer service for General Motor dealers across Canada and their multiple vendors. Questions range from application trouble shooting issues, updating sensitive legal information, and assisting in directing dealers towards the correct vendor for an issue or looping them in a current issue outside of the SCD application but integrated with the dealer website. Able to apply prior experience in testing multiple GM dealer applications when investigating issues with dealers.Document all interactions in the CRM DWC Drive, which includes but not limited to: inbound and outbound emails and calls, ticket creation and completion. Each interaction including a summary, date and timestamp of received questions and response sent, the name of the contact, the type of interaction and the amount of time spent working with the customers. Utilize prior knowledge from my time on the D2C2 (Dealer Digital Command Center) application team to assist customer questions with that application and the data linked to SCD along with my previous expereince on the US side of support. This produces a better customer experience by avoiding transfers and assisting on the spot.

Responsible for answering continuous phone calls and emails in regard to the optional dealer application SCD (Shop.Click.Drive) providing direct customer service for General Motor dealers across America and their multiple vendors. Questions range from application trouble shooting issues, updating sensitive legal information, and assisting in directing dealers towards the correct vendor for an issue or looping them in a current issue outside of the SCD application but integrated with the dealer website. Able to apply prior experience in testing multiple GM dealer applications when investigating issues with dealers.Document all interactions in the CRM Microsoft Dynamics 365, which includes but not limited to: inbound and outbound emails and calls, ticket creation and completion. Each interaction including a summary, date and timestamp of received questions and response sent, the name of the contact, the type of interaction and the amount of time spent working with the customers. Utilize prior knowledge from my time on the D2C2 (Dealer Digital Command Center) application team to assist customer questions with that application and the data linked to SCD. This produces a better customer experience by avoiding transfers and assisting on the spot.

Performed UAT on seven (including but not limited to: D2C2 and SCD) independent but interrelated applications built to support GM clients including both vehicle sellers and buyers. Testing was performed in pre-production and post-production. Wrote test scripts for new features supporting the above applications mentioned. Administered regression tests periodically on the same applications from new and legacy test cases. Manual tests were performed on PCs for big browsers, and Apple and Android for handheld devices. Reported unexpected defects and other findings/bugs via a comprehensive structure including test data, environment, testing credentials and full repro-steps which included some use of TFS/ADO as required by the client. Used Jira framework to create and document work tickets; client projects used both Kanban and Agile development methodologies. Utilized the Swagger tool when testing APIs, which initialized and propagated coding education.

Identified and composed appropriate descriptions for “Brightcove” videos on GM’s personal media channel including commercials, b-roll and conferences. Discovered how the specific coding for timeframes should match and how many words per second can be read by the average “Narrator” tool. Completed 33% of the descriptions needed for this project due to that process developed. Trained multiple team members on that process after being recognized for higher turn out and quality descriptions.

Onboarded GM dealership teams to their new inventory management software system, Dealer Digital Command Center (D2C2) through Webex screenshares. Responsible for emailing dealers sensitive information constantly as they required my assistance during the Tier 1 onboarding process. Provided continuous telephone support for incoming dealer calls including, but not limited to: onboarding inquires, live dealers currently using the application to troubleshoot their instance on the application, create IT tickets for issues and provided guidance with click-paths. Annotated dealers’ communications using Excel, Jira and the shared softphone application (Cisco and Finesse).

Ann Arbor, Michigan, United States

*Part of the B2B community through LinkedIn profiles where I made meaningful comments to the communities’ posts to build network.*Helped market/manage virtual podcasts within Active Campaign plus managed 3-6 Ulinc accounts for the campaigns. *Constantly communicated with interested prospects for the podcasts through Ulinc daily to maintain a strong flow of conversation. *Post podcast, built the emails for the links to the recorded podcasts for those who attended, RSVP’d and requested the link.

Greater Detroit Area

transferring customers from one type of renewal to the next

Wixom

*Greet customers as soon as they walk in the store or call, listen attentively to while taking their orders & clearly communicate to the line what to make. *Show new employees what side tasks need to be completed throughout the day along with morning prepping & after lunch prepping.*Cleaning the shop’s dining area, bathrooms, windows, cold tables & pop machine during slow time in a shift. *Worked weekend shifts during my internship at Tata Technologies and weekdays before & after internship ended.

Novi & Detroit

*Generated quotes for Siemens & Dassault through MySalesforce by paying strong attention to detail while comparing customer purchasing information on Excel sheets, Dassault’s direct site, & Microsoft CRM.* Created prices (using discounts on marginal costs) for individual products on Dassault and Siemens quotes by using basic math and a dual-screen calculator* Contacted customers to inquire about their annual renewals with Dassault, Siemens & Autodesk to ensure on-time payment.* Called customers in regards to sales or technical questions they might have about their current Autodesk products.

West Bloomfield, Mi

*Organized the boxing, labeling and binning location of new products within the warehouse*Received and quality checked new product into the inventory in the warehouse through Excel*Coordinated with order processing to fulfill customer purchases in an orderly fashion to ensure punctual output

Southfield, Michigan

Working for media at LTU Athletics

Southfield, Michigan

Drive students around & off campus & to downtown Detroit classes

Novi, Michigan

Gull Road

• Learned proper communication with customers in order to maximize customer satisfaction• Had to use prior knowledge of the importance of listening to the customers needs while understanding how to accommodate complex orders as well as requests• Had to learn how to remain calm and in control while under tense pressure in a high volume atmosphere with limited staff (at times)

Bachelor'S Degree, Business Administration And Management, General, Senior

Activities and Societies: Volunteered for Men’s NAIA Lacrosse team as manager for 2 seasons (2017-18)

Bachelor Of Business Administration - Bba, Management & Sales

Activities and Societies: Member of: MSO (Management Student Organization) SBMA (Sales & Business Marketing Association)Apart.