Nicole Johnson

Customer-focused and commercially driven professional with experience across resident services, front-of-house and sales. Recognised for delivering warm, personalised customer experiences, building strong client relationships, and thriving in fast-paced environments. Skilled in CRM systems, lead conversion, enquiry management, and balancing operational and sales priorities while maintaining exceptional service standards.

A proactive problem solver with a strong work ethic, committed to driving business success and creating positive customer experiences.

Resident Service Associate - The Collective Old Oak

(2024-08)

• Deliver high-quality front-of-house service to residents, building strong relationships that support resident satisfaction and retention.
• Acted as the first point of contact for residents and prospective residents, delivering warm, welcoming, and professional service across phone, email, and in-person interactions.
• Facilitated the end-to-end sales process, from initial enquiry and viewings through to confirmed bookings, supporting occupancy targets and maximising conversions.
• Managed resident renewals and contract extensions, supporting resident retention and maintaining high occupancy levels.
• Maintain accurate resident and sales records across HubSpot and AMS CRM systems while ensuring seamless move-ins and move-outs to deliver a high-quality positive resident experience.
• Support resident safety and security by monitoring CCTV, carrying out regular building patrols, and reporting concerns promptly to the relevant team.
• Thrived in a fast-paced environment by effectively multitasking, prioritising competing demands, supporting day-to-day operations, completing detailed end-of-shift handovers, and proactively collaborating with colleagues to ensure seamless team performance.

Spa Receptionist - Holiday Inn

(2023-06 - 2024-08)

• Delivered exceptional customer service by building rapport, actively listening, and creating a welcoming spa experience.
• Communicated effectively with clients, handling enquiries and ensuring needs were met with professionalism.
• Managed bookings, schedules, payments, and records using spa management systems with strong attention to detail.
• Drove revenue through upselling spa services and products while consistently meeting targets.
• Handled multiple responsibilities in a fast-paced environment, prioritising tasks and solving issues efficiently.
• Contributed as a positive, team-oriented member, supporting colleagues and maintaining a strong work environment.

Call Centre Advisor - Interact CC London

(2022-09 - 2023-06)

• Resolved customer enquiries relating to billing, upgrades, and account services, delivering accurate solutions and an exceptional customer experience.
• Managed high volumes of inbound customer calls, delivering efficient resolutions for billing, upgrades, cancellations, and account-related enquiries.
• Delivered excellent customer service through strong communication, active listening, and tailored solutions, driving retention and satisfaction.
• Negotiated contracts and packages while consistently exceeding targets in a fast-paced environment.
• Processed payments in line with FCA regulations, maintaining accuracy and compliance.
• Utilised detailed customer records and extensive product knowledge to provide tailored solutions, support customer follow-ups, and maximise sales opportunities.

Operative Associate - GoPuff

(2021-11 - 2022-05)

• Maintained high productivity and quality in a fast-paced, high-pressure environment, consistently exceeding targets.
• Efficiently scanned, packed, and processed orders within tight deadlines, ensuring accuracy and timely completion.
• Demonstrated strong attention to detail by quality checking products and identifying/escalating issues.
• Collaborated effectively with team members during peak periods while maintaining individual efficiency.
• Managed inventory by receiving deliveries, maintaining stock levels, and organising supplies to maximise efficiency and accessibility.

Sales Assistant - New Look Coventry

(2021-03 - 2021-06)

• Ensured well-stocked, visually appealing displays by monitoring sales floor inventory and replenishing products to maximise product availability and sales opportunities.
• Provided prompt assistance and resolved customer queries with efficiency and professionalism.
• Supported smooth store operations through teamwork and communication.
• Coordinated stockroom operations, ensuring inventory was accurately managed and easily accessible.
• Processed cash and card transactions, refunds, and exchanges accurately.
• Delivered excellent customer service on the sales floor during high footfall periods.

BA Degree - Law with Criminology - Coventry University

A-Level - Law, Politics and Religious Studies - St Dominic's Sixth Form College

GCSE - 9 to 5 equivalent to A to C - Sacred Heart Language College