Nisa Bullock

Campaign Title: Flair Airlines -Customer Advocacy/ CTA

• Kept project on schedule by managing deadlines and adjusting workflows.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Prepared meeting agendas and minutes for distribution and record keeping.
• Monitoring team productivity and providing constructive feedback and coaching
• Responded to requests for information on materials to inquiring parties.
• Assisted with onboarding newly hired staff members and coached on task prioritization.
• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
• Assisted in developing training materials and organized workshops aimed at enhancing skill sets among Customer Service Agents.
• Cultivated strong relationships with key project stakeholders through regular, transparent communication, securing their ongoing support and trust.
• Increased stakeholder satisfaction by providing comprehensive weekly project updates and forecasts.
• Coordinated cross-departmental meetings to streamline project communication, enhancing team collaboration and efficiency.
• Orchestrated onboarding of new team members, ensuring seamless integration into project workflows and culture.
• Enhanced project scope definition processes, resulting in clearer project objectives and expectations from outset.
• Facilitated training sessions on software, increasing team competency and efficiency.
• Led project documentation efforts, ensuring accurate and timely updates were accessible, significantly reducing information gaps.
• Reported regularly to managers on project progress, and technical problems.
• Analyzed team members performance data to identify areas of improvement.
• Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
• Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
• Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
• Acted as a liaison between upper management and staff members, effectively communicating expectations from both parties while addressing any concerns that arose during operations.
• Collaborated with other departments to identify areas for improvement and implement beneficial changes across the organization.
• Analyzed and reported on key performance metrics to senior management.
• Developed and implemented strategies to maximize customer satisfaction.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Enhanced operational efficiency by streamlining processes and implementing best practices.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
• Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
• Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
• Facilitated cross-training programs, enabling team members to handle wider range of inquiries.
• Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
• Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
• Maintained up-to-date knowledge of products and services offered to customers.
• Supported external audits by providing necessary documentation, addressing inquiries, and implementing corrective actions as needed.
• Developed training materials and conducted workshops to educate employees on industry regulations, laws, and best practices.
• Reduced non-compliance risks with proactive monitoring of changes in relevant legislation or industry standards affecting the organization''s operations.
• Collaborated with cross-functional teams to develop comprehensive risk management strategies and reduce exposure to non-compliance penalties.
• Cultivated relationships with key regulators through regular dialogue and participation in industry forums, enhancing the organization's reputation for stringent compliance adherence.
• Interpreted regulatory rules or rule changes and communicated with others through corporate policies and procedures.
• Delivered customized training for team, promoting a culture of awareness and understanding of regulatory obligations.
• Advised senior management on best practices for maintaining good standing with all relevant authorities.
• Managed the timely submission of accurate reports to government agencies, demonstrating a strong commitment to compliance.
• Recommended improvements to processes.

Campaign Titles: EnerCare, Flair Airlines -Customer Advocacy/ CTA

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Enhanced trainee engagement through interactive workshops and hands-on activities.
• Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
• Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
• Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
• Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
• Collaborated with subject matter experts to create accurate training content.
• Engaged with subject matter experts to ensure training content accuracy and relevance.
• Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
• Elevated participant engagement by developing interactive training modules.
• Facilitated virtual, in-person and blended learning sessions.
• Established and maintained quality control standards.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Developed job-specific competencies and performance standards.
• Developed lesson plans, instructional materials and written practice tests for training courses.
• Facilitated team-building exercises to foster collaboration between department members.
• Led cross-functional team to update training curricula.
• Provided coaching and mentoring to employees.

Campaign Title: Enercare

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Participated in training programs to enhance product knowledge and customer service skills.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Improved resolution time with effective problem-solving for customer complaints.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Cross-trained and backed up other customer service managers.

Project Titles: LeadingAge Annual Conference, SSA Conference & Trade Show, AmericanHort - Cultivate Annual Conference & Trade Show, International Congress of Parkinson's Disease & Movement Disorder (MDS) Annual Conference, Intergrowth (ACG)Annual Conference

Project Description: Conference Registration & Housing: design and manage sites for online conference registration and hotel booking.

• Established rapport and engaged with stakeholders to build lasting professional relationships.
• Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process, develop comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
• Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken.
• Process mapping to have a visual understanding of the current processes.
• Prepared meeting agendas and minutes for distribution and record keeping.
• Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
• Maintained database and spreadsheets with accurate inventory and status.
• Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
• Responded to requests for information on materials to inquiring parties.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Facilitated workshops to collect project requirements and user feedback.
• Kept projects on schedule by maintaining and monitoring project plans, managing deadlines and adjusting workflows, project schedules and work hours.
• Analyzed project performance data to identify areas of improvement.
• Documenting and following up on important actions and decisions from meetings
• Ensured prompt resolution of any conflicts or obstacles encountered during the course of a project''s execution phase, helping maintain smooth workflow across departments involved in its completion process.
• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Coordinated cross-departmental meetings to streamline project communication, enhancing team collaboration and efficiency.
• Facilitated training sessions on project management software, increasing team competency and efficiency in task management.
• Led project documentation efforts, ensuring accurate and timely updates were accessible, significantly reducing information gaps.
• Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
• Assisted the Project Manager with key project control and administration functions.
• Customization of the new software version to meet some requirements.
• Verified quality of deliverables and conformance to specifications before submitting to clients.
• Functionality testing in the new environment to ensure that user’s requirements are met.
• User acceptance testing (UAT) and training.
• Users support services. (Help Desk)
• Assisted with onboarding newly hired staff members and coached on task prioritization.
• Traveling onsite to Events (onsite registration support).
• Established feedback loop with clients post-project delivery, gathering insights that informed improvements in future projects.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.

• Responding to Event emails
• Traveling onsite to Events (onsite registration support).
• Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
• Facilitated cross-departmental data integration, enhancing overall data coherence and utility.
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• Customer Service (phones and emails) - assisted attendees with online registration.
• Data entry - registering attendees for conferences/meetings.
• Met customer call guidelines for service levels, handle time and productivity.
• Utilized strong problem-solving skills to quickly identify and address customer issues.
• Addressed customer account discrepancies and concerns.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests for products, services, and company information.
• Investigated and resolved customer inquiries and complaints quickly.
• Effectively managed escalations from dissatisfied customers.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Streamlined communication processes for improved information exchange between customers and team members.
• Assisted in training new hires, sharing best practices for effective customer service delivery.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Maintained up-to-date knowledge of product and service changes.
• Implemented and developed customer service training processes.
• Sales - sell Lead Retrieval Service.

• Troubleshooting debit/credit machines.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
• Described product and service details to customers to provide information on benefits and advantages.
• Explained online self-help options to customers to promote additional and after-hours support choices.
• Enhanced customer satisfaction by providing timely and accurate information on products and services.
• Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
• Collaborated with team members to achieve monthly sales targets through upselling strategies.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Addressed customer account discrepancies and concerns.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.

• Greeted customers entering store and responded promptly to customer needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Built relationships with customers to encourage repeat business.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
• Helped customers complete purchases, locate items, and join reward programs.
• Restocked and organized merchandise in front lanes.
• Assisted customers with returns, refunds and resolving transaction issues.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Resolved customer complaints professionally, leading to improved customer relations and loyalty.
• Handled multiple payment methods securely, minimizing discrepancies and potential losses.
• Answered questions about store policies and addressed customer concerns.
• Addressed customer needs and made product recommendations to increase sales.
• Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
• Streamlined checkout process for increased efficiency and reduced waiting times.
• Provided backup support for other departments when needed, showcasing versatility within the retail environment.
• Promoted store promotions and incentive programs to increase overall sales revenue.
• Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
• Used POS system to enter orders, process payments and issue receipts.

• Customer service agent for BestBuy/Future Shop campaign
• Customer verification - contacting banks/credit card companies
• Responded to emails
• Users support services. (Help Desk)
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Cross-trained and backed up other customer service managers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Utilized strong problem-solving skills to quickly identify and address customer issues.
• Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
• Addressed customer account discrepancies and concerns.
• Responded to customer requests for products, services, and company information.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Identified and resolved discrepancies and errors in customer accounts.