Nicholas Muir

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Senior Sales Development Representative

Rocket Level

Dec 2024 - Current (1 year 8 months)

• Cold calling more than 75 or more leads per day to qualify and schedule appointments • Meeting client appointment quota for at least 12 appointments per month • Following up with leads by call or email to ensure appointments are adhered to or rescheduling the appointment if necessary. • Updating lead information as new information is received. • Keeping up to date records of all appointments for feedback from the client.

Employee Happiness Lead

Community Phone

Sep 2024

• Boosting and Maintaining Employee Happiness and Satisfaction levels using meetings (1 on 1 or company wide), organizing games, group activities. • Project Development, Birthday and Anniversary celebrations, Data Entry • Maintaing an eNPS score for the company of 9 or above company wide. • Speaking for employees who have an issue but are afraid to speak up. • Interviewing New Hires • Managaing and Enrolling Employees into Karma for Slack •

Sales Representative

Community Phone

Jul 2022 - Sep 2022 (3 months)

• Answering 20-30+ inbound call volume/day using Close CRM maintaining and exceeding company sales quota • Making Cold Calls and doing Follow ups • Promoted from Sales Representative to Company Employee Happiness Lead within 2 months

Customer Service/ Sales Representative

BiOptimizers

Apr 2021 - Jun 2022 (1 year 3 months)

• Completed ~20/ day customer inquiries and achieved a 95+% first call resolution • Processed 15-20 customer orders/ day using Zoho, Aircall software to process and track order • Responded to an average of 30 emails/ day providing additional product information or support the customer with payment and ordering issues • Conducted occasional outbound call (~5 per week) to provide a faster response to customers

Humana Corporate Training Specialist / Team Lead

Hinduja Global Solutions

Sep 2017 - Dec 2020 (3 years 4 months)

• Developed Digital Educational Material to streamline and standardize customer rapport building, which has resulted in an improved customer satisfaction rate and increased overall rating from 3.2 to 4.1 Stars within a 2 year term • Generated training plans (Learning Center) including a mentorship program and incorporated script and tools in a central hub in Citrix • Facilitated 10-12 classroom activities per month to support the development of interpersonal skills with 18-30 students per class • Oversaw "On The Job" training for 200+ students, ensuring proficiency in current systems • Facilitated coaching sessions for faster call resolution and better survey responses, successfully mentored 30-40 advocates during my time of employment

Claims Review Specialist

Hinduja Global Solutions

Apr 2016 - Sep 2017 (1 year 6 months)

• Maintained a 30-45+ inbound call volume/ day using CRM Salesforce achieving a 85-90% first call resolution for customer complaints and transactions • Exceeded Company's Key Performance Indicators (Net Promoter Score/ NPS) with a constant 98% quality rate maintaining to stay below the average call handle time for more than 90% • Promoted from Medical Benefits Representative to Medical Claims Interpreter after 4 months of employment

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