Nicole Schmitt Email & Phone Number

Atlanta, Georgia, US

Atlanta, Georgia, US

• Create and own a product vision, order the product backlog, and ensure stakeholder alignment on all tasks
• Own and manage multiple products across the global Assurant Enterprise.
• Develop and manage product roadmaps for Virtual Agent, Live Chat, Client Resource Platform, and Missed Point of Sale products (domestic).

Atlanta, Georgia, US

• Act as account executive for digital processes delivering on client goals
• Provide tangible, reconcilable solutions to further drive sales, customer engagement, customer experience, and any other goals that the client sets forth.

Atlanta, Georgia, US

• Identify and implement digital capabilities for clients to increase site performance, customer experience, and overall sales
• Audit and perform gap analysis on internal and external client sites for digital capability gaps
• Suggest improvements based on industry best practices and analysis
• Lead capability and performance driven projects through scoping, development, implementation, and completion with focus on repeatability of frameworks, systems, and processes.
• Act as subject matter expert for all digital capabilities in portfolio
• Support and direct marketing, business development, web/IT services, and analytics in accordance with needs for project.

Crewe, Cheshire, GB

• Managed digital and ancillary customer experience from start to finish.
• Implemented and optimized review cycles including NPS and Voice of Customer.
• Acted as operations manager to ensure complete oversight of program, including new implementations
• Pitched, managed, and implemented optimizations and improvements to overall program to drive customer satisfaction, including home-grown CRM.
• Consistently maintained 70%+ NPS score, boosted review response rates from 4-5% to 14-18% post-purchase, and 1-2% to 19-22% post-claim by acting on customer reviews.
• Acted as data analyst for immediate team, assisted team with systems and processes insights.

Crewe, Cheshire, GB

• Customer relations (answering emails, researching complaints)
• Reporting using Excel, Power Point, and Word
• Use basic sql coding using SAS to drive reporting functionality
• Respond to external customer concerns as posted on social media sites, compile and respond to BBB and Department of Insurance complaints,
• Act as administrative contact between call center operations and corporate.

Atlanta, Georgia, US

• Assisted callers with technical issues relating to their wireless devices;
• Performed troubleshooting by call, utilized multiple resources including internal knowledge bases, external forums, general technical knowledge and the actual devices themselves;
• Simultaneously assisted other representatives and ensured customer service standards.

Atlanta, Georgia, US

In addition to previous duties as a tier one representative, assisted other employees with customer issues, performed system overrides and was granted position as a result of expert knowledge of campaigns.

Atlanta, Georgia, US

Answered and administered incoming calls to call center handling extended service plans. Anticipated and evaluated customer needs while maintaining rigorous standards of customer service. Resolved, or assisted in resolving customer issues and complaints.

Made connections with potential patrons via telephone solicitations, ensured a proper return rate on calls made, often exceeded set weekly quotas by 20-40%, maintained a good rapport with all potential/existing patrons, kept an organized area for patron logs and sales made.

Made personal connections via door-to-door information solicitation, collected, categorized and organized information obtained, ensured good rapport with all connections made, ensured timely completion of reports, met or exceeded connection quotas daily (by about 10%), consistently made connections that furthered party support and involvement.

Minneapolis, MN, US

Maintained store switchboard, replaced merchandise left in fitting rooms, ensured clean and orderly area in and around fitting rooms, repackaged merchandise, maintained proper organization of store floor, stocked, resupplied and ensured proper data entry of new supplies, participated in overnight inventory counts, worked on overnight stocking team.

Bachelor Of Arts (B.A.), Political Science And Government

Education record