Her Story
About Nicole
I've spent 16 years at Rust-Oleum, and it's been an incredible journey. I started as a consumer rep in an admin-type role and worked my way up through several positions including senior rep, product support technical trainer, and eventually helped launch our social customer care program from the ground up. Now I manage the entire department, overseeing both our product support team and our written communication side that handles all digital interactions. What I love most about my work is the human element. I have a certification in conflict analysis and resolution, and I'm really intrigued by human thought processes and psychology. My day-to-day involves strategic planning for all areas of the business, enhancing both the customer experience and the rep experience. I work closely with technology teams, support our product trainers, and help translate complex technical information into language that people can understand and relate to. Call centers aren't for everyone, but our tenure is strong because we treat our reps like humans and support them through the complex and emotional conversations they have with customers. For us, paint isn't just paint. When someone is painting their grandmother's dresser after she passed away, that's personal. We pride ourselves on being customer-focused, intimate, and present for every customer. My focus has always been on being relatable to the customer's experience and building trust, because one bad experience doesn't define us. As long as we make it right and stay authentic to the brand and the customer's needs, we can invite them back.
Her Interview
Ten minutes with Nicole
01What do you attribute your success to?
I attribute my success to being relatable to the customer's experience. One bad experience doesn't mean that the industry or what we do or our products is bad, and we can always get to the point where we can invite the customer back by getting them to build that trust with us. As long as we make it right and stay authentic to the brand and stay authentic to the customer's needs, that's always been the focus. You have to be relatable, you have to be conversational, and you have to just listen. I'm very human-centric and focused on trust in humans, because once you have that under your belt, everything else just naturally falls into place. And if you don't have that, then the department sort of falls to the wayside, and customers suffer.
02What advice would you give to young women entering your industry?
I would tell them to trust themselves, honestly, because it's very difficult in industries like this. There can be a lot of male dominance, and because of that, as women, sometimes we undermine our abilities to be confident. So my theory is just be authentically you. As long as you're doing it for the right purpose and you're not going in with a negative connotation, just be really true to who you are and put yourself in that customer's shoes. Don't let anyone make you doubt your abilities or your confidence.
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