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Nicole Box- Masters

@nicolebox-masters

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Operations and administrative professional skilled in workforce management and process improvement.

Jamaica

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What I'm looking for

I’m looking for an operations-focused role where I can manage documentation, workforce scheduling, and customer operations in a remote or hybrid environment—partnering cross-functionally to improve processes, deliver accurate reporting, and maintain confidentiality.

I’m a highly organized Operations and Administrative professional with over 18 years of experience supporting business operations, workforce management, customer operations, documentation management, and administrative processes. I coordinate activities, maintain accurate records, prepare reports, schedule support, and drive process improvement initiatives while collaborating with cross-functional teams.

I’ve built strong results across remote and hybrid work, using tools like Zendesk, Jira, Microsoft Teams, and workforce management platforms to keep case documentation, service quality, and reporting data accurate. I also led a team of 25–30 customer service professionals, monitored performance metrics, supported coaching and documentation standards, and helped implement quality improvements.

Experience

Work history, roles, and key accomplishments

Client Operations Support

Follett Higher Education / ModSquad

Dec 2025 - Mar 2026 (3 months)

Provided remote client operations support by managing customer cases in Zendesk with accurate case documentation. Processed customer requests, updated records with thorough interaction notes, and collaborated with distributed teams to resolve issues.

Zendesk Case Documentation Remote Collaboration

Sales Administrator

Stewart's Auto Group

Aug 2025 - Nov 2025 (3 months)

Prepared and processed customer documentation for vehicle purchases, including reviewing contracts for accuracy and completeness. Coordinated licensing and registration documentation and maintained confidential administrative records.

Document Management Records Management Contract Review Confidentiality Administrative Support Attention To Detail

Workforce Management Administrator

Advantage Communication Inc.

Jan 2022 - Jan 2024 (2 years)

Coordinated workforce management activities including scheduling, maintaining employee records, and supporting operational documentation. Prepared workforce and operational reports for leadership, reviewed documentation for accuracy/compliance, and supported onboarding and HR/operations processes.

Workforce Management Scheduling Support Employee records management Documentation Review Report Preparation Onboarding Administrative Support Attention To Detail

Customer Care Team Leader

Advantage Communication Inc.

Jan 2020 - Jan 2022 (2 years)

Led and supported a customer service team of 25–30 professionals by coordinating daily activities to meet operational objectives. Monitored performance metrics, supported coaching and documentation standards, and contributed to quality improvement and process improvement initiatives.

Team Leadership Performance Metrics Coaching Support Documentation Standards Quality Improvement Process Improvement Customer Operations

Real-Time Analyst

Advantage Communication Inc.

Jan 2018 - Jan 2020 (2 years)

Monitored operational performance, service levels, and workforce activities remotely to support service objectives. Coordinated staffing and schedule adjustments, prepared intraday reports and operational updates, and identified trends and risks for leadership review.

operational performance Intraday Management Workforce Scheduling Analytical Thinking

Technical Support Representative

Advantage Communication Inc.

Jan 2016 - Jan 2018 (2 years)

Provided technical support while maintaining accurate case documentation and recording customer interactions and troubleshooting steps. Resolved customer issues using established procedures while meeting productivity and quality standards.

Technical Support Troubleshooting Case Documentation Productivity Standards

Customer Care Representative

Xerox / ACS Jamaica

Jan 2007 - Jan 2016 (9 years)

Delivered customer support in a high-volume contact centre environment by maintaining accurate customer documentation and account records. Processed customer requests according to company procedures and resolved customer concerns through effective communication and problem-solving.

Customer Support Problem Solving