Nicole Mungro
Charlotte
Summary
Dynamic leader with a proven track record at Spectrum, adept in team management and customer retention strategies. Excelled in elevating customer satisfaction and employee engagement, demonstrating adaptability and effective communication. Achieved significant improvements in departmental performance and collaboration, leveraging data review and decision-making skills for strategic advancements.
Overview
15
15
years of professional experience
Work History
Retention Supervisor
Spectrum
06.2021 - Current
- Having the ability to adapt to the needs of the business daily and to ensure that performance meet targets.
- Reported regularly on department metrics, sharing insights with leadership for strategic planning purposes.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
- Conducted coaching sessions for agents root cause on lost customers to identify trends and inform future retention strategy development.
- Collaborated with cross-functional teams to identify areas of improvement in customer experience and implement necessary changes.
- Promoted a positive work environment, and open communication between team members.
- Developed strong relationships with customers, understanding their needs and providing tailored solutions for maximum satisfaction.
- Maintained knowledge of trends, competitor offerings, and market shifts – adapting departmental priorities accordingly.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
- Elevated employee engagement levels through recognition programs, incentive schemes, and opportunities for career advancement within the department.
- Pre-screened resumes prior to interviewing potential candidates for the department.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Worked alongside to leadership in order to develop new production strategies.
QC Senior Inspector
Medline
01.2018 - 06.2021
- Managed a team of inspectors, ensuring adherence to safety guidelines and regulatory requirements.
- Contributed to the development of customized inspection checklists, ensuring all relevant criteria were considered during each project evaluation.
- Reduced rework costs by promptly addressing non-conformance issues during the inspection stage.
- Streamlined the inspection process through regular communication with construction teams and engineers.
- Improved overall project quality by conducting thorough inspections and identifying potential issues.
- Served as an expert resource for junior inspectors, providing guidance on best practices and technical knowledge.
- Prepared reports detailing findings of inspections, investigations, and tests.
- Maintained up-to-date inspection and audit records for improved reporting and analysis.
- Trained other workers in inspection and testing procedures.
- Monitored product quality at all stages of production process.
BDC Sales Manager
Nissan West
01.2010 - 01.2018
- Managed a small group of employees for a large dealership. Provided customer leads to employees in order to gain sales and meet targets.
- Monitored the car inventory while partnering with other dealerships to control fleet vehicles.
- Completed payroll for sales floor.
- Trained new sales agents
- Collaborated with finance department to secure competitive financing options for customers, resulting in increased sales.
Education
Bachelor of Science - Biological Sciences
Gardner-Webb University
Boiling Springs, NCSkills
- Team management
- Customer retention strategies
- Customer relations
- Documentation skills
- Performance evaluation
- Data review
- Upselling and cross selling
- Teamwork and collaboration
- Multitasking Abilities
- Adaptability and flexibility
- Decision-making
- Effective communication
Accomplishments
Throughout my experience with Spectrum I have consistently performed in the top 30% of the companies enterprise. While leading up to twenty agents, and still being able to consistently meet all targets. With my consistent performance while in the Retention, I recently received the Retention Leader of the Year award.
Retention Leader of the year
Retention Leader of the Year award is a major award which is given yearly. In order to receive the award you have to consistency show your great leadership skills throughout each year.
Timeline
Retention Supervisor
Spectrum
06.2021 - Current
QC Senior Inspector
Medline
01.2018 - 06.2021
BDC Sales Manager
Nissan West
01.2010 - 01.2018
Bachelor of Science - Biological Sciences
Gardner-Webb University