Nicole Gaines, Highly engaged Customer Success Leader

About

Highly engaged public sector leader with 20 + years of experience delivering exceptional customer excellence and driving adoption through building partnerships with strategized solution-based outcomes. Excellent at problem-solving, agile, and proactive; enthusiastic to support people with their goals.

Experience

GBE Technology Trust

Apr 2023 – May 2023

Durham, NC

Director of Operations

Used Salesforce to identify high-value prospects for Amazon Key for Business, resulting in a 10% increase in new customers. ● Developed and executed a successful sales strategy that resulted in the installation of Amazon Key for Business devices in over 5 properties. ● Provided exceptional customer service by resolving customer issues quickly and efficiently, resulting in a 95% customer satisfaction rating. ● Successfully filled open positions by sourcing and recruiting top talent through a variety of channels. ● Managed the entire recruiting life cycle, from initial conversation through onboarding and training. ● Successfully analyzed financial data to identify and capitalize on new business opportunities, resulting in a 15% increase in revenue. ● Successfully managed the installation and maintenance of Amazon Key for Business devices, ensuring that customers had a positive experience. ● Contributed to the development of a policies and procedures manual that improved the efficiency and effectiveness of operations.

Durham County Social Services

Oct 2021 – Mar 2023

Durham, NC

Social Worker

Cultivated successful relationships with 10 landlords to secure housing for at risk individuals and families, thereby reducing homelessness. ● Assessed clients’ needs and coordinated services to ensure the delivery of appropriate assistance. ● Coordinated efforts across teams to successfully onboard applicants for federally funded programs. ● Advocated for clients to retain access to services from utility companies and entitlement agencies. ● Engaged clients via telephone, email, or face to face to provide information about agency programs/services & resources. ● Captured client feedback to inform process improvements & enhance program efficacy. ● Developed client success plans that addressed objectives, timelines, and any obstacles impeding progress.

Durham County Social Services

May 2019 – Sep 2021

Durham, NC

Social Worker I

Facilitated intake, assessment, and referral screenings for seniors/caretakers to enable safe living at home. ● Provided advice, guidance, and support to clients through customized digital solutions. ● Generated reliable reports illustrating collected data on individuals. ● Assisted at-risk or homeless community members in securing suitable housing options. ● Compiled actionable success plans with timelines tailored to individual needs. ● Participated in community outreach activities to identify and meet demands. ● Championed the advocacy of clients by flagging any service gaps.

Durham County Social Services

Jan 2015 – May 2019

Durham, NC

Case Manager

Managed intake, renewals, and changes for 600+ clients while exceeding a 96% accuracy rate. ● Referred 75+ families to food banks, financial assistance programs, employment and ● coordinated holiday enrollment and distribution for over 500+ individuals and families. ● Mentored and trained 5+ new hires which led to increased work performance & retention. ● Raised employee quality assurance scores by 30% by identifying error trends and implementing tools to improve accuracy and work performance. ● Provided Tier I customer support/troubleshooting techniques to resolve issues before submitting to OSS. ● Collaborated across cross functional teams within the agency in a prompt and accountable manner that increased client satisfaction and efficiency.

Durham County Social Services

Oct 2010 – Jan 2015

Durham, NC

Income Maintenance Worker

Assisted 160+ community members each month by providing comprehensive guidance and education on Medicaid renewal benefits. ● Maintained positive client relationships through phone, chat, and email consultations. ● Recorded case information to accurately summarize interaction history and schedule follow-ups. ● Provided 20+ referrals to local agency resources for additional assistance with household needs. ● Offered Tier I customer support/troubleshooting techniques to resolve issues quickly. ● Conducted regular outreach events to identify local needs and promote agency presence. ● Generated weekly/monthly reports accurately capturing key information collected.

Education

Ashford University

Bachelor of Arts, Social Science

Nicole Gaines

Highly engaged Customer Success Leader

Skills