Nicole Wells

• Progressed from Operator to Accounts Payable Administrator, Team Leader, and ultimately to Operations Manager
• Managed team of 20 members across 2 sites, conducting call audits for Quality Assurance, leading policy document creation, and overseeing day-to-day operational tasks
• Drove team performance by introducing effective onboarding curriculum, resulting in improved operator performance
• Developed and implemented E-Learning initiatives, enhancing employee development and knowledge acquisition
• Led network management activities, ensuring provider compliance and enhancing service
• Developed and implemented operational procedures to ensure quality standards are met
• Monitored and improved efficiency of processes, team performance, and customer service
• Directed operations staff by providing guidance, training, and support in order to meet company objectives
• Led cross-functional teams in problem-solving activities related to process improvements or new program launches
• Conducted regular reviews of existing policies and procedures for continuous improvement opportunities
• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary
• Assessed employee development needs and provided feedback on their progress towards meeting goals
• Resolved customer complaints in timely manner while ensuring customer satisfaction remains at optimal levels
• Improved morale and management communication by creating employee recognition and rewards practices
• Measured and reviewed performance via KPIs and metrics
• Contributed to proposal and contract development, negotiations and meetings.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Developed and maintained relationships with external vendors and suppliers.
• Developed systems and procedures to improve operational quality and team efficiency.
• Analyzed and reported on key performance metrics to senior management.

• Collected food from designated collection sites and dropped off to refuge
• Transported animals between foster homes, from site or to refuge
• Assisted in social media management.

• Managed store operations, achieving store and personal KPIs and budgets exceeding $40,000 per week
• Mentored and coached team members, executed VM briefs and displays, and conducted staff training and induction
• Maintained exceptional customer connection and service, while actively tracking known loss and ensuring efficient stock management
• Led staff reviews, interviewed for vacant positions, and managed petty cash and store budgets
• Excelled in high-pressure situations and balanced store targets, fostering positive and productive team environment
• Monitored budgets and expenditures to ensure cost-effectiveness.

• Managed stores, achieving increased gross profits, high NPS scores, and passing monthly audits
• Set national record for NPS - 100% NPS score within my store for three months running
• Winner of 2017 highest NPS company wide
• Oversaw stock management, rostering, staff training, technical support, and achieved outstanding sales performance
• Maintained high level of customer service, developed strong team performance, and enhanced store operations
• Developed and implemented strategies to increase customer satisfaction and loyalty
• Coached, mentored and trained team members in order to improve their job performance
• Monitored staff performance and addressed issues.

• Supported store operations, focusing on customer connection, executing VM briefs, and staff training
• Managed daily line counts, tracked known loss, and exceeded personal and store targets
• Played pivotal role in assisting Store Manager during absence and contributed to staff training and induction.
• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
• Rotated merchandise and displays to feature new products and promotions.
• Mentored new employees on company policies, procedures, and best practices to ensure their success within organization.
• Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
• Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
• Assisted in recruiting, hiring and training of team members.

• Pick up and delivery of computers.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to technicians.
• Kept reception area clean and neat to give visitors positive first impression.
• Handled cash transactions and maintained sales and payments records accurately.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.

*** Employment history prior to 2014 been omitted for current relevance and length. Available upon request ***