Nicole Massenburg-Ford
Baltimore
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Experience Manager
Ulta
09.2024 - Current
- Aligned company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
- Fostered open lines of communication among team members encouraging collaboration towards shared departmental goals.
- Established strong relationships with clients, fostering loyalty and repeat business through exceptional service delivery.
- Conducted regular evaluations of team performance, providing constructive feedback and tailored coaching for continued development.
PT Supervisor of Operations
Showcase
02.2024 - Current
- 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.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
- Developed and implemented training programs for new hires, improving overall team productivity and performance.
- Completed bi-weekly payroll for more than 20 employees.
Customer Service Manager (Seasonal)
Five Below
10.2022 - 03.2023
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Approved regular payroll submissions for employees.
- Assisted with hiring, training and mentoring new staff members.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Manager (Seasonal)
Pet Supplies Plus
05.2021 - 10.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Store Manager
Loyal Companion(Formerly Bark!)
06.2021 - 05.2022
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Managed over 50 customer calls per day
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
Assistant Store Manager
Loyal Companion (Formerly Bark!)
09.2020 - 06.2021
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
Customer Service Representative GS-5 (Seasonal)
IRS
10.2020 - 06.2021
- Interprets and applies applicable portions of basic tax law and regulations, and basic collection techniques and enforcement actions, in order to advise, inform, assess and collect taxes, and associated liabilities.
- Researches for and analyzes all available information applicable to specific and well-defined collection issues and takes corrective actions needed to close accounts. Explains actions taken.
- Contacts taxpayers and/or their representatives in response to IRS contacts regarding a limited number of delinquent situations. Provides explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments.
- Advises taxpayers of the enforcement actions that may be taken if they fail to meet commitments to file return and/or pay tax liabilities, and encourages voluntary compliance with tax laws.
Supervisor
Bark!
04.2019 - 09.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Interviewed, hired and trained new employees for production positions.
In Store Shopper
Instacart
02.2017 - 10.2019
- Tracked substitutions and informed customers of changes.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Demonstrated speed and accuracy in order item selection.
- Selected best-quality perishable items such as meat and produce.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
Customer Service Representative
Whole Foods Market Inc
11.2017 - 08.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
Breakfast Attendant
La Quinta
12.2016 - 08.2017
- Executed efficient breakfast bar set-up and operations beginning at early hours and finishing prior to check out times.
- Stocked clean plates, glasses and utensils to foster sanitary environment and reduce risk.
- Disposed of trash, wiped kitchen areas, and mopped floors to meet health department sanitation inspection guidelines.
- Replenished hot and cold food table and stocked beverage dispensers, plates and utensils, and ice supply.
- Arranged assortment of pastries, oatmeal and cereals to satisfy diverse appetites and optimize guest experience.
- Prepared selection of coffees, fresh juices and other beverages for guest enjoyment.
- Resolved guest concerns quickly regarding food selection, beverage availability and freshness.
Concierge/Valet Parking Attendant
HARBORVIEW TOWERS
12.2016 - 05.2017
- Issued ticket stubs and placed numbered tags on windshields to assist customers with locating vehicles.
- Parked and retrieved [Number] automobiles per [Timeframe], successfully driving both manual and automatic vehicles.
- Inspected vehicles prior to parking and during retrieval to detect damage.
- Patrolled area to prevent thefts of parked cars or items in cars.
- Lifted and removed barricades to open or close parking areas.
- Used software to record customer name, make and model of vehicle and length of stay, maintaining up-to-date log.
- Explained parking rates and retrieval procedures to guests upon arrival.
- Directed patrons to designated parking spaces.
Breakfast Attendant
The Holiday Inn
09.2015 - 10.2016
- Executed efficient breakfast bar set-up and operations beginning at early hours and finishing prior to check out times.
- Stocked clean plates, glasses and utensils to foster sanitary environment and reduce risk.
- Disposed of trash, wiped kitchen areas, and mopped floors to meet health department sanitation inspection guidelines.
- Replenished hot and cold food table and stocked beverage dispensers, plates and utensils, and ice supply.
- Arranged assortment of pastries, oatmeal and cereals to satisfy diverse appetites and optimize guest experience.
- Prepared selection of coffees, fresh juices and other beverages for guest enjoyment.
- Resolved guest concerns quickly regarding food selection, beverage availability and freshness.
- Improved guest comfort and satisfaction through personalized service and support.
- Greeted guests and seated promptly, providing special accommodation for handicapped diners and small children.
- Ordered food supplies at end of shift for next day delivery by suppliers.
- Cooked and served made-to-order omelets, french toast and pancakes.
Breakfast Attendant
THE MOUNT VERNON HOTEL
06.2014 - 10.2014
- Executed efficient breakfast bar set-up and operations beginning at early hours and finishing prior to check out times.
- Stocked clean plates, glasses and utensils to foster sanitary environment and reduce risk.
- Disposed of trash, wiped kitchen areas, and mopped floors to meet health department sanitation inspection guidelines.
- Replenished hot and cold food table and stocked beverage dispensers, plates and utensils, and ice supply.
Administrative Assistant
CATONSVILLE HIGH SCHOOL
11.2010 - 06.2012
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Delivered clerical support by handling range of routine and special requirements.
- Executed record filing system to improve document organization and management.
- Developed correspondence letters, memos and emails.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Verified accuracy of business records by consistently updating customer information.
Education
AAS - Computer Information Systems
Baltimore City College
Baltimore, MD06.2027
Associate of Applied Science - Culinary Arts
Stratford University
Baltimore, MD2015
High School Diploma -
Catonsville High School
Baltimore, MD06.2012
Skills
- Organizational Skills
- Typing 25 wpm
- Call Center Customer Service
- Retail Management
Timeline
Experience Manager
Ulta
09.2024 - Current
PT Supervisor of Operations
Showcase
02.2024 - Current
Customer Service Manager (Seasonal)
Five Below
10.2022 - 03.2023
Store Manager
Loyal Companion(Formerly Bark!)
06.2021 - 05.2022
Customer Service Manager (Seasonal)
Pet Supplies Plus
05.2021 - 10.2022
Customer Service Representative GS-5 (Seasonal)
IRS
10.2020 - 06.2021
Assistant Store Manager
Loyal Companion (Formerly Bark!)
09.2020 - 06.2021
Supervisor
Bark!
04.2019 - 09.2020
Customer Service Representative
Whole Foods Market Inc
11.2017 - 08.2018
In Store Shopper
Instacart
02.2017 - 10.2019
Breakfast Attendant
La Quinta
12.2016 - 08.2017
Concierge/Valet Parking Attendant
HARBORVIEW TOWERS
12.2016 - 05.2017
Breakfast Attendant
The Holiday Inn
09.2015 - 10.2016
Breakfast Attendant
THE MOUNT VERNON HOTEL
06.2014 - 10.2014
Administrative Assistant
CATONSVILLE HIGH SCHOOL
11.2010 - 06.2012
High School Diploma -
Catonsville High School
AAS - Computer Information Systems
Baltimore City College
Associate of Applied Science - Culinary Arts
Stratford University
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