Nicole Borczyk
Chicago
Summary
Adept at Salesforce Administration and excelling in client relationship building and service, I significantly enhanced customer satisfaction at Les Mills by resolving over 4000 complex cases in 2024 and streamlining onboarding processes while creating processes to strengthen team workflow. My expertise in creating SOPs and cross-functional coordination led to improved service levels and operational efficiency, showcasing my problem-solving and critical thinking skills.
Overview
6
6
years of professional experience
Work History
Customer Success
Les Mills
01.2022 - Current
- Successfully resolved and closed over 4000 complex cases in 2024 within established timelines, ensuring customer satisfaction and compliance with company policies.
- Streamlined the onboarding process for new customers, ensuring timely product setup and seamless integration.
- Assisted in implementing effective strategies to track customer feedback, leading to improved service levels and higher satisfaction ratings.
- Developed tailored solutions for clients based on their unique needs, fostering long-term relationships and loyalty.
- Enhanced team performance by implementing streamlined processes, including the creation of comprehensive Standard Operating Procedures (SOPs) and quick text templates. These initiatives reduced response time, increased operational efficiency, and ensured consistency across team communication, ultimately contributing to improved productivity and smoother workflow integration.
- Led team bonding exercises, enhancing collaboration, trust, and communication, resulting in improved team performance and morale.
- Tracked renewals for assigned accounts proactively contacting customers before expiration dates to ensure continuous service uninterrupted by contract lapses.
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
- Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.
Management Trainee
Stericycle
01.2020 - 08.2021
- Projects regarding identifying inefficiencies and implementing solutions to streamline operations within facilities of Shred-It and Stericycle.
- Projects regarding designing layout plans for waste facilities to enhance workflow and maximize space utilization.
- Worked in facility environment to enhance understanding of operational workflows and gain practical experience in leadership and management practices, preparing for future managerial roles.
- Assisted in daily operations to observe and understand team dynamics, efficiency, and resource management.
- Gained knowledge of company policies, protocols and processes.
Enivonrmental Health and Safety Intern
LanzaTech
06.2019 - 08.2019
- Improved workplace safety by conducting regular inspections and identifying potential hazards.
- Monitored hazardous materials storage areas for proper labeling and containment practices, ensuring regulatory compliance.
- Participated in the evaluation of new equipment or processes, considering potential health and safety impacts before implementation.
- Collaborated with management to establish emergency response plans, enhancing preparedness for potential incidents.
- Assisted in preparing for external audits or inspections by gathering required documents and data related to company''s health and safety program performance.
- Maintained detailed records of safety incidents and near-misses, allowing for better analysis and prevention strategies.
Education
Bachelor of Science - Environmental Policy And Analysis
University of California, Davis
Davis, CA05-2019
Skills
- Proficient in Salesforce Administration
- Client relationship building
- Creating and implementing Standard Operating Procedures
- Product knowledge
- Customer onboarding
- Cross-functional coordination
- Customer service
- Problem-solving
- Time management
- Critical thinking
Languages
Polish
Native or Bilingual
Timeline
Customer Success
Les Mills
01.2022 - Current
Management Trainee
Stericycle
01.2020 - 08.2021
Enivonrmental Health and Safety Intern
LanzaTech
06.2019 - 08.2019
Bachelor of Science - Environmental Policy And Analysis
University of California, Davis
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