Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
WellSyncCustomer Experience
Oct. 2024
TopTier TraderCustomer Support Manager (Mass Layoff)
Jan. 2024 - Oct. 2024Miami, Florida, United StatesAs a results-driven customer support leader, I specialize in building and scaling teams, streamlining processes, and driving customer satisfaction. I created and scaled the customer support department, growing a remote team while increasing customer satisfaction scores by 14.9% within 90 days. I manage teams by providing guidance, training, and performance evaluations to ensure top-tier service delivery. I oversee the timely resolution of client inquiries, technical issues, and trading concerns, while serving as the primary point of contact for escalated issues. With a focus on data-driven decision-making, I monitor KPIs to improve response times, issue resolution, and customer satisfaction. My collaborative approach allows me to work closely with internal teams to address client needs, mitigate risks, and ensure compliance with industry standards.
Renaissance LearningTraining & Quality Assurance Manager - Customer Support (Promoted)
Feb. 2021 - Jan. 2024As the Training & Quality Assurance Manager at Renaissance Learning (formerly Illuminate Education), I focused on improving customer support processes and operational efficiency. I established the Quality Assurance department from the ground up, creating policies for phone interactions, email handling, and internal collaboration to ensure consistent and high-quality service. I conducted regular 1:1 coaching sessions to support the development of customer support agents and designed comprehensive training materials, including a quality review rubric, to systematically audit performance. Through data-driven strategies, I identified areas for improvement and helped enhance the overall quality of customer support.
Illuminate Education, Inc.Senior Technical Support Specialist
Apr. 2020 - Mar. 2022California, United StatesAs a Technical Customer Support Specialist at Illuminate Education, I played a key role in supporting school districts nationwide by providing training and creating comprehensive help documentation for educators and administrators. This ensured they had the resources to fully leverage the platform for their educational needs. In addition to my customer support duties, I designed and implemented the training and onboarding process for new hires, equipping them with the skills and knowledge to deliver exceptional service from day one. This helped scale the support team while maintaining high service standards. I used Zendesk and TalkDesk to efficiently handle inquiries and resolve issues for school administrators and teachers. I also documented software problems and tracked project progress using Atlassian JIRA to ensure timely resolutions. Collaborating with cross-functional teams—including Data Management, Product, Infrastructure, and Application Development—I ensured that customer needs were met and solutions were delivered effectively. My commitment to customer satisfaction and continuous improvement was central to my role.
Nations Info CorpCustomer Service Manager
Jan. 2017 - Apr. 2020Santa Barbara, California, United StatesAs the Customer Service Manager at Nations Info Corp, I ensured the call center operated efficiently and aligned with company policies and performance standards. I hired and scaled the team, managing both onshore and offshore agents to meet the growing demands of the business. I implemented strategies to enhance team performance and deliver top-tier customer service, while closely monitoring KPIs to assess performance and drive improvements. Through regular one-on-one meetings, I provided coaching, set goals, and ensured continuous skill development for all agents. I also managed VoIP phone systems and utilized platforms like Drupal, Sisense, Humanity, and cloud-based tools to streamline operations. By organizing weekly and bi-weekly coaching sessions, I supported the growth and success of the team while maintaining high levels of adherence to company guidelines.
FIREHOUSE MEDICAL, INC.Government Contract Project Manager
Apr. 2009 - May. 2014Yorba Linda, CAAs the Government Contract Project Manager at Firehouse Medical, Inc., I oversaw various contract-related functions and managed critical operational aspects. I ensured compliance with contract deadlines and handled invoicing on government platforms for accurate and timely billing. My key responsibilities included the timely delivery of medical supplies to military bases and local emergency services. I effectively managed the supply chain to meet client needs and supported contracts valued over $20 million by coordinating procurement, delivery, and project execution. I also directed all Accounts Payable (AP) and Accounts Receivable (AR) functions, managing vendor relationships and negotiating pricing agreements to enhance the company’s financial stability and profitability.
Gottaplay InteractiveDistrict Operations Manager
Oct. 2005 - Jun. 2007Anaheim, CAAs the West Coast district manager, I provided operational oversight ensuring seamless flow within the customer database in CA, AZ, OR, and NV.
Intch is a Professional Networking App for the Future of WorkSee more people like Nikki on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
559792 people
18
Technologist, Project/Program Manager
17
Assistant manager
16
Customer service specialist
54537 people
17
Sr Director, Customer Support
16
Business Analyst @ Belushi Pro Services
32
Customer service process, vendor management, leadership development expert