Nikki F, B.S.,Lssgb Email & Phone Number

Grand Rapids, Michigan, United States

• Team Leadership: Directed a team of 9 agents, 2 leads, and an instructor, achieving high Customer Experience Index (CXi) ratings for five consecutive years.• Performance Management: Managed team performance, providing constructive feedback resulting in 11 employee promotions within the department.• Customer Satisfaction: Applied strategic thinking to resolve customer complaints, enhancing satisfaction by 88% and reducing rework.• Problem-Solving Strategies: Developed problem-solving strategies for managing a diverse workforce, addressing performance gaps, and increasing career growth by 45%.• Performance Metrics: Introduced performance metrics and monitoring systems, improving agent productivity by 27%.• Quality Call Audits: Created an “Adherence to Protocol Quality Call Audit” system, improving compliance by 40% and reducing the defect rate by 53%.• Career Development: Implemented personalized career development plans, leading to cross-departmental advancement for five employees.• Quality Assurance Initiatives: Spearheaded quality assurance initiatives, including comprehensive skill-based matrices, contributing to overall team progress.• Innovation: Creating a Resource Library that transformed daily operations is a significant achievement. Streamlining job aids and integrating vital data must have greatly improved efficiency for your Business Center agents.• Process Improvement: Developing an automated email queue system to reduce rework and unresolved issues is a fantastic way to optimize

Greater Grand Rapids, Michigan Area

• Labor Forecasting: Acted as the primary contact for labor forecasting inquiries and assisted in developing financial labor models for accurate forecasting.• Workload Optimization: Developed best practices for workload optimization, enhancing operational efficiency.• System Training: Led the rollout and continuous training of Workforce Management systems, ensuring effective adoption and utilization.

Greater Grand Rapids, Michigan Area

• Created Effective Schedules: Maximized cross-training efficiencies and balanced call center service levels across multiple locations.• Enhanced Operational Insight: Identified and addressed procedural bottlenecks, ensuring 80% of calls were answered within 30 seconds, boosting customer satisfaction by 20% and reducing costs by 15%.• Optimized Resource Utilization: Eliminated low-volume early morning shifts, reducing costs by 15% and increasing service efficiency by 20%.• Led Monthly Meetings: Anticipated call volume spikes and adjusted staffing levels, reducing customer wait times and increasing service level adherence by 15%.• Designed and Implemented Shift Schedules: Developed two unique shift schedules, ensuring optimal coverage, and reducing wait times by 24%.

Greater Grand Rapids, Michigan Area

• Client Interviews: Interviewed clients to determine financial and non-financial needs, ensuring comprehensive understanding and tailored support.• Program Identification: Identified appropriate programs and services to address client needs, providing positive reinforcement and recommending services to enhance client success.• Policy Explanation: Explained policies and procedures clearly and concisely, ensuring clients understood their options and next steps.

Greater Grand Rapids, Michigan Area

• What-If Analysis & Escalation Matrix: Conducted what-if analysis and implemented a skill-based escalation matrix, setting a record service level in the FISC team.• Forecasting Models: Built and maintained accurate forecasting models to predict customer demand and call volumes, achieving a remarkable combined 1% accuracy rate by year-end.• Shift Pattern Implementation: Implemented new shift patterns for optimal coverage during peak times, achieving an impressive 95% of all contracted and internal service level goals.• Contact Center Management: Managed a contact center with 450 employees, identified opportunities for enhanced service levels, and handled exceptions through business process reengineering.• Call Handling Analysis: Analyzed call handling times and identified and corrected call avoidance behavior in seven employees, enhancing service efficiency.• Data-driven decision-making: Promoted data-driven decision-making among executive leaders by leveraging analytics and data visualization for strategic decisions, staffing models, and workforce optimization.

Greater Grand Rapids, Michigan Area

• New Hire Processing: Processed new hire paperwork and other HR-related changes, ensuring smooth onboarding and compliance.• Payroll Verification: Verified payroll processing and assisted with tuition aid questions, ensuring accuracy and timely support.• HR Support: Supported the HR Manager and staff with daily tasks, contributing to efficient HR operations.

Greater Grand Rapids, Michigan Area

Assignment Management• Obtained detailed assignment information to provide effective service.• Filled customer work orders with qualified temporaries.Applicant Evaluation• Interviewed and tested applicants to evaluate qualifications.Training and Development• Administered training for temporary employees.Performance Coaching• Coached temporaries to ensure quality performance and job satisfaction.

Greater Grand Rapids, Michigan Area

• Loan File Audits: Audited closed loan files to ensure compliance with investor requirements, maintaining high standards of accuracy and compliance.• Diversity Leadership: Led the Diversity Council, developing and implementing diversity policies to foster an inclusive workplace.• Loan Management: Reviewed and funded non-table loans and managed loan cancellations, ensuring efficient loan processing and customer satisfaction.

Greater Grand Rapids, Michigan Area

• Billing and Financial Monitoring: Processed billing invoices and monitored financial status, ensuring accurate and timely financial management.• Income Processing: Collected, processed, and recorded rent/carrying charges and other income, maintaining precise financial records.• Staff Supervision: Interviewed, hired, and supervised on-site staff, fostering a productive and efficient work environment.• Resident Relations: Addressed resident complaints and managed rent collection, enhancing resident satisfaction, and ensuring timely payments.• Inspection Coordination: Scheduled, coordinated, and performed annual inspections, ensuring compliance with regulations and standards.• Contract Management: Developed, coordinated, and monitored all aspects of contracts, ensuring thorough oversight and adherence to terms.• Re-certification Documentation: Prepared and completed re-certification documentation, maintaining compliance with regulatory requirements.• Marketing and Leasing Compliance: Ensured compliance in marketing, advertising, and leasing, supporting effective property management.

Bachelor Of Science - Bs, Psychology

Associate Of Arts - Aa, Business Administration, Management And Operations