Nicole Payne Email & Phone Number

Nicole Payne is a HR Specialist on the People Experience Team at Barton Malow. She possess expertise in powerpoint, fundraising, microsoft word, public speaking, basketball coaching and 8 more skills. Colleagues describe her as "Nicole reported to me during her internship in the Customer Support Division at OCLC, during which time she participated in a wide variety of department-wide work, but most impressed me with her independent completion of two major projects: • Quantitative and qualitative review of 4,000 customer service requests • Refactoring of all existing support knowledgebase content to reflect a revised template Her initial project was the document refactoring effort, which is traditional intern-level work; however, it quickly became apparent that she had skills and interests far above and beyond what I could have expected from an intern. I was able to provide her with the requirements and tools of the project and she completed it in a fraction of the time required. At her request, I assigned her to a complex project with major implications for the department: an in-depth review of customer service requests, to determine from where requests originate and how OCLC might improve efficiency and responsiveness by asking better questions and driving customers to better resources Nicole was responsible for: • Collecting and analyzing a huge dataset, using both quantitative and qualitative techniques • Independently identifying and leveraging personnel and resources throughout the organization to learn new skills and collect information about OCLC’s operations • Referencing industry research and best practices on customer service and technical support • Developing recommendations for improved business processes • Presenting the results of her research to the division’s senior leadership This project required a level of skill and responsibility I would expect from a full-time, experienced staffer. Not only did Nicole complete the project with minimal management oversight, but the quality of her work translated directly into changes in department policy and a subsequent Web improvement project—both of which are already in the implementation stages, thanks primarily to Nicole’s recommendations. If I had the opportunity, I would hire Nicole full-time in an instant. Her work ethic, educational background, intrinsic motivation, and commitment to high-quality results will serve her well in whatever she pursues, both professionally and personally. I sincerely look forward to her continued success. "

Listed skills include Powerpoint, Fundraising, Microsoft Word, Public Speaking, and 9 others.