Nicole Wheatley
@nicolewheatley
Experienced customer care manager with a strong logistics background.
United StatesWhat I'm looking for
I am a dedicated customer care manager with extensive experience in logistics and team leadership. My journey began with a strong foundation in customer service, where I honed my skills in managing teams and ensuring exceptional service delivery. At Toast, I successfully led a team of seven agents, focusing on their development and performance through effective coaching and feedback. My proactive approach to communication and problem-solving has consistently resulted in improved team effectiveness and customer satisfaction.
Prior to my role at Toast, I spent nearly a decade at Union Pacific Railroad, where I excelled in various customer service and logistics roles. I developed and implemented new workflows that enhanced operational efficiency and compliance, while also achieving the highest customer service levels for dedicated accounts. My ability to collaborate with cross-functional teams and manage complex customer inquiries has been a key factor in my success throughout my career.
With a strong educational background in medical assisting and a commitment to continuous improvement, I am passionate about leveraging my skills to drive results in customer care and logistics. I thrive in dynamic environments where I can contribute to team success and enhance customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Care Manager- Enterprise
Toast
Apr 2024 - Mar 2025 (11 months)
Managed and coached a team of 7 agents, monitoring attendance and schedule adherence. Provided coaching and feedback through Quality Assurance and one-on-one sessions to improve customer support effectiveness, including agent hiring and terminations. Trained and developed team members on process, technical troubleshooting, and new product knowledge.
Consultant Assets & Accessorials Intermodal Operations
Union Pacific Railroad
Jun 2014 - Nov 2023 (9 years 5 months)
Coordinated overweight 53 ft intermodal rail containers, ensuring compliance with legal guidelines. Communicated effectively with customers and rail trans-load facilities to facilitate container rework processes. Managed payment and costs associated with trans-load facilities and final customer accessorials, and developed a new standard workflow for overweight shipments.
Senior Logistics Customer Care Specialist
Union Pacific Railroad
Jun 2014 - Nov 2023 (9 years 5 months)
Led customer service management for intermodal marketing companies, achieving the highest customer service level for dedicated group accounts. Oversaw intermodal shipments from load receipt to completion, addressing customer inquiries promptly via email and telephone. Ensured an exceptional customer service experience by monitoring accounts and maintaining on-time arrivals.
Pharmacy Claim Researcher
APAC Customer Services
Jun 2013 - Jun 2014 (1 year)
Served as an expert in pharmaceutical benefits and claims, collaborating with cross-functional teams to research and resolve denied claims within service level agreements. Assisted members in understanding and maximizing pharmaceutical benefits. Consistently surpassed individual goal requirements.
Customer Service Supervisor
APAC Customer Services
Oct 2003 - Jun 2013 (9 years 8 months)
Supervised 21 Customer Service Representatives, guiding daily goals, appraising performance, and providing constructive feedback and corrective action. Conducted resume screening, interviews, and made hiring decisions for the team. Reviewed and monitored calls, tracked productivity, and provided ongoing training to improve performance metrics.
Customer Service Representative
APAC Customer Services
Jan 1998 - Dec 2003 (5 years 11 months)
Proactively increased UPS sales through successful cold-calling initiatives. Processed new magazine subscription orders and facilitated cancellations of existing subscriptions for customers. Resolved customer inquiries and complaints, ensuring high customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Hamilton Technical College
Certificate, Medical Assisting
Grade: 4.0 GPA
Completed coursework for a Medical Assisting Certificate. Achieved a perfect 4.0 GPA during the program.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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