Nikki Hebert Email & Phone Number

Waterville, Maine, United States

Oakland, Maine, United States

-Provided direct support to senior leadership by monitoring and analyzing key performance metrics, identifying trends, and providing recommendations to enhance performance and assist with strategy. -Expert in call center processes and procedures, metric methodology, identifying areas for enhancement or automation to streamline operations and improve overall effectiveness.-Collaborate with various departments to ensure a seamless customer experience and address customer feedback or concerns that may require interdepartmental coordination.-Provide support and readiness plan for new product and process launches.-Handled customer account escalations and complex issues to ensure a high level of customer service was achieved.-Utilized PowerPoint to create data visualizations for local leadership meetings and quarterly business reviews utilizing reporting from Excel, Tableau and Power BI.-Owned all incentive compensation for 600+ employees to ensure payouts were accurate, including submitting guarantees for interim roles, communicating any performance restates and any program changes.-Audited and addressed business risks for compliance metrics.-Created and maintained local call center SharePoint site.

Oakland, Maine, United States

-Conducted in-depth data analysis to identify trends, patterns, and opportunities. Translated data into actionable insights for decision-making.-Continuously monitoring calls to ensure experts and leaders were providing world-class customer service and adhering to policies/procedures and compliance. This included providing analysis to leadership on strengths and weaknesses found and recommendations on how to improve. -Collaborated with leadership to understand their data/insight needs and translate these requirements into actionable reports/insights.-Expert on policies and procedures, collaborated with national teams when gaps were identified and advocated for process improvements to improve efficiency and customer experience. -Lead development of quarterly business presentations for leadership, including quarterly performance highlights, financial summary, key developments, and recognition.-Excel skills include proficiency in pivot tables, creating graphs, using VLOOKUP, XLOOKUP, SUM functions.-Owned all incentive compensation for 600+ employees to ensure payouts were accurate, including submitting guarantees for interim roles, communicating any performance restates and any program changes.-Earned #1 Call Center award out of 17 sites, 3 years consecutively while part of leadership team.

Oakland, Maine, United States

Oakland, Maine, United States

-Assisted with leading a team of 15 customer service representatives in providing world class customerservice for inbound calls about billing, rate plan, sales and troubleshooting while achieving highperformance results.-Built relationships with agents and leaders to ensure a safe and fun atmosphere.-Provided support for agents when they had questions or needed guidance.-Measured performance of key metrics such as one call resolution, voice of the customer, sales, callresolution time and dollars collected.-Handled and resolved customer escalations by providing top notch customer service.-Monitored calls of agents to access performance and provide feedback for growth and opportunities.-Provided regular feedback to the team and individual members.-Maintained a high level of knowledge on policies, procedures and products.-Helped launch new internal Telesales department.

Oakland, Maine, United States

-Top performing customer service representative for several years within the enterprise.-Provided exceptional customer experience via inbound/outbound calls in a timely manner.-Built customer loyalty and value through effective account management, identifying appropriateadditional products, features, and services, and collecting past-due balances.-De-escalated customers to maintain high level of customer satisfaction.-Maintained a high level of knowledge on policies, procedures and products.-Mentored peers to help create cohesive, successful team.

Windham, Maine, United States