Nicole R. Miles Email & Phone Number

Houston County, Texas, United States

Managed a team of seven customer success analysts with 34 retail accounts. Monitored accounts to ensure SLA requirements were met or exceeded, and CSAT maintained at 8% or higher. Connected weekly with CSAs to review assigned accounts and identify trends and improvements. Worked to identify and generate sales leads, contributing to revenue generation, account retention, and growth. Conducted periodic coaching and annual performance reviews. Facilitated personnel time management to include time reporting and PTO requests. Completed other duties as assigned by manager. Led CSA team of seven, in addition to directly managing seven retail accounts. Worked with FADV trainers to create a solid training program for customer success analysts across all verticals. Collaborated with team leads across all verticals to establish CSA yearly goals and expectations. Worked with a Salesforce team to cross-train CSAs on messaging tool to best meet customers’ needs.

Atlanta, Georgia, United States

Performed LN report research and analysis for internal and external customers. Ensured report delivery and customer information requests met internal and external due dates, as well as any SLA expectations in terms of response times. Worked to monitor, enter, update, and close service center tickets. Ensured customer billing accuracy. Identified aging invoice issues. Highlighted root causes and remedies for billing inaccuracies, and provided timely adjustment as required. Prepared, analyzed, and trended monthly account reviews. Ensured client fact sheets remained current and relevant. Created program overview outline for all assigned accounts. Identified and generated sales leads to contribute to revenue generation, account retention, and growth. Delivered departmental and customer training as required to ensure support organization was updated in a timely manner. Acted as liaison between large screening accounts and various internal functions (i.e., sales, operations, and billing). Ensured SLA requirements were met or exceeded, and CSAT maintained at a minimum of 8% or higher. Positioned client relationship as competitive advantage for company. Established and maintained effective relationships with customers and gained their trust and respect. Maintained account retention at no less than 90% (with target retention 100% of assigned based).

Charlotte, North Carolina, United States

Oversaw team of 11 adjudication and support specialist in production atmosphere. Worked to manage, delegate, and distribute daily workload. Monitored production and quality to best meet expectations. Trained new team members when hired. Recognized and pinpointed departmental needs, and presented ideas for program and process enhancements. Conducted periodic coaching and annual performance reviews. Facilitated personnel time management to include time reporting and vacation requests. Completed other duties as assigned by manager. Led adjudication team to increase overall accuracy rate and total number of completed searches. Worked with team to exceed turnaround and accuracy goal.

Supported timely and accurate processing of criminal background searches. Contacted team members by phone, e-mail, and fax regarding assigned CRRG to trace late searches. Coordinated missing information research and supported both CTS and prom dates relative to criminal background searches. Conducted miscellaneous criminal background searches as needed. Maintained database for tracking productivity. Supervised work of six assigned staff to complete assigned work effectively and efficiently. Conducted weekly heads-up meetings to keep staff informed of changes in policy and procedures. Completed special projects as assigned by management. Assisted in interview process for records specialist position.

Charlotte, North Carolina, United States

Supported timely and accurate processing of criminal background searches. Contacted vendors by phone, email, and fax regarding assigned CRRG to trace late searches. Coordinated missing information research and supported both CTS and prom dates relative to criminal background searches. Conducted miscellaneous criminal background searches as needed.

Bachelor'S Degree, Criminal Justice

Paralegal Certification, Legal Assistant/Paralegal

Project Management Certificate