Nicole Leeman Nelson

After being a stay at home mom for 6 years, running PTA and all of the volunteer work that comes with kids in school and sports, I was excited to start a new career with CVS Caremark! I had never worked in a call center but I had years of customer service experience. I began my career as a CCR, I was quickly upskilled, as I wanted to learn as much as possible. When the opportunity arose, I moved to the email team, ecare. I knew from the start I wanted to continue to advance my career with CVS. An opportunity to move into an interim position as a supervisor became my next move. I was hired on as a full time supervisor after 11 months in the interim position. In this position I have had up to 26 representatives on my team that I was in charge of. In addition to the regular responsibilities of a supervisor, I also trained an interim supervisor (taking on her team of 23 also), helped run the NPS Side program which became the 4 key elements that was implemented, worked with the NPS boosters, NPS site champion, and created the Tip Team. CVS Health has given me so many opportunities and I am excited to continue my growth here!

• Consulted with parents to build and maintain positive support networks and support continuing education strategies.
• Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
• Applied play-based strategies to provide diverse approaches to learning.
• Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
• Allowed for ample outdoor discovery time in schedule each day.
• Sanitized toys and play equipment each day to maintain safety and cleanliness.
• Implemented curriculum to enhance classes with learning-focused activities.
• Engaged with children on individual basis to build positive relationships and promote learning.
• Maintained tidy environment to comply with cleanliness and sanitation standards.
• Assisted in preparation of meals and snacks to provide children with proper nutrition.
• Actively encouraged children to develop their communication, problem-solving and social skills.
• Taught hand washing and proper use of utensils to promote good hygiene and etiquette habits.
• Intervened in disruptive behavior, using positive reinforcement strategies to redirect and calm children.
• Implemented age-appropriate curricula to meet needs of young learners.

• In this role, I developed and ran activities for the residents in the nursing home facility. I created the monthly calendar.
• Recorded and monitored patient progress to document responses to therapy.
• Interviewed and surveyed all incoming residents to learn interests and talents.
• Liaised with other healthcare professionals to assess residents' needs, progress and well-being.

• Scheduled work hours for 50+ employees to achieve adequate manpower coverage.
• Increased customer service ratings significantly through personable service.
• As the hospitality manager, I was in charge of all customer facing employees. I also ran all interviews and training classes. In this role, I did payroll, scheduling, inventory and ordering. Each manager had to handle the money on a day to day basis as well. Marketing the restaurant was one of my responsibilities, I came up with a lot of great ideas to market our restaurant and bring in business. As a manager, we had to be able to perform any of the duties of every team member.