Monica Nicholson

Operations Associate

Gibsonville, North Carolina, United States18 yrs 7 mos experience

Highly Stable

Key Highlights

Proven track record in driving operational efficiency.
Expert in building high-performing support teams.
Strong focus on customer experience and revenue growth.

Stackforce AI infers this person is a leader in Operations Management within the Healthcare sector.

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Skills

Core Skills

Operations ManagementCustomer ExperienceRevenue GenerationCustomer SupportTeam ManagementLegal Support

Other Skills

Workforce ManagementKPI OptimizationCross-team CollaborationCampaign ManagementData AnalysisTeam LeadershipProcess DevelopmentLegal WritingDocument ManagementClient CommunicationOffice ManagementCommunicationEvent ManagementBusiness StrategyPeople Management

About

Operations and Support leader with 10+ years of experience building and scaling high-performing customer support and service delivery teams across fast-paced environments. I specialize in translating business goals into operational execution — driving improvements across cost efficiency, customer experience (CX), and team performance. Proven track record of: • Leading and developing teams of 30+ agents and frontline leaders • Improving CSAT and performance metrics through KPI-driven coaching and process optimization • Designing and implementing SOPs, QA frameworks, and scalable workflows • Partnering cross-functionally with Product, HR, and Leadership to drive operational impact • Identifying revenue opportunities through support insights and customer engagement strategies I thrive in high-growth environments where operations, data, and customer experience intersect — and where support is treated as a strategic lever, not just a cost center. Open to remote opportunities in Support Operations, Service Delivery, and Operations Strategy.

Experience

18 yrs 7 mos

Total Experience

15 yrs 8 mos

Average Tenure

2 yrs 11 mos

Current Experience

Shiftmed

2 roles

Operations Manager

Promoted

Apr 2024 – Present · 2 yrs 1 mo · Remote

Oversee company phone, chat, and manual operations support teams.
Design and lead high-impact campaign generating $3M+ in previously untapped annualized revenue.
Create, document, and implement dozens of operational procedures, including full team training and adoption.
Oversee Workforce Management (WFM), scheduling, and daily task assignments to ensure optimal resource allocation.
Consistently achieve and exceed key performance indicators (KPIs) across multiple operational functions.
Manage multiple concurrent projects, driving efficiency and measurable outcomes.
Align team members’ strengths and career goals to improve performance and engagement.
Direct regular operations and special campaign initiatives, ensuring timely delivery and impact.
Facilitate cross-functional collaboration with Billing, Payroll, Data Analytics, and Customer teams.
Manage BPO partnerships for outbound support projects, maintaining quality, productivity, and cost control.
Experience with reporting directly to C-suite.

Operations ManagementWorkforce ManagementKPI OptimizationCross-team CollaborationCustomer Experience

Facility Support Supervisor

Jun 2023 – Apr 2024 · 10 mos · Remote

Focused on customer support for top-tier clients, covering 800+ facilities nationwide.
Built and developed three specialized teams, creating written processes and procedures, executing training, managing schedules, and providing leadership both in group settings and one-on-one.
Oversaw teams of 30+ members, ensuring consistent performance and engagement.
Maintained 100% daily task completion, meeting operational targets without exception.
Collaborated regularly with managers and directors on strategic projects and operational needs.
Partnered with HR, QA, and CX teams to align support operations with company-wide initiatives.

Team LeadershipCustomer SupportProcess DevelopmentTeam Management

Revolution law group

Legal Assistant

Nov 2022 – Jan 2026 · 3 yrs 2 mos · Greensboro, NC · Remote

Support a local employment law firm with LLC and PLLC formations, including drafting Operating Agreements and other entity documents.
Draft, proofread, and edit a wide range of legal documents with precision and attention to detail, including Asset/Stock Purchase Agreements, Employment Contracts and Demand Letters.
Organization of Discovery and Evidence for efficient trial use, adhering to court expectations.
Manage time entry and invoicing processes to ensure accurate client billing.
Handle professional correspondence with clients, maintaining confidentiality and clear communication.

Legal WritingDocument ManagementClient CommunicationLegal Support

Elon community church

Office Manager

Sep 2007 – May 2023 · 15 yrs 8 mos · Elon, North Carolina, United States · On-site

Served as a subject matter expert and operational overseer for a mid-size church, managing business and administrative functions while supporting the senior pastor’s spiritual leadership.
Managed administrative operations for a 300+ member congregation, including scheduling, database management, and internal and external communications.
Collaborated across all committees and boards, ensuring alignment and smooth execution of church programs, events, and initiatives.
Designed, produced, and maintained all digital and print communications, including newsletters, bulletins, and announcements.
Oversaw website and social media channels, and negotiated service contracts to optimize efficiency and cost-effectiveness.
Provided strategic operational guidance, ensuring the church’s administrative functions supported its mission and growth.

Office ManagementCommunicationEvent ManagementOperations Management