Years of experience: 14

💸 Marketing👍 Sales & BizDev🐦 DesignCommunication Designer🧨 ConsultingCustomer Success Manager

Trust Score

Highly reliable; strong professional involvement.

70%
Nicholas's Career Path
Director Operational ExcellenceMay. 2022 -
Present
411 Business Solutions - Cebu, PHDirector Operational Excellence
Remote- Skyrocketed customer retention by 38% through the implementation of Customer Success University, substantially increasing recurring revenue and solidifying long-term growth. - Championed 22 cross-functional initiatives resulting in a staggering 25% reduction in operational costs, significantly boosting profitability and resource allocation. - Elevated interdepartmental collaboration by a re...
Manager, CX Lab & Continuous ImprovementOct. 2021 -
May. 2022
411 Business Solutions - Cebu, PHManager, CX Lab & Continuous Improvement
Cebu, Central Visayas, Philippines- Catapulted customer satisfaction scores by 22% through the development and implementation of 10 cutting-edge, customer-centric initiatives meticulously tested and refined within the CX Lab. - Identified and implemented 18 process improvements, leading to a dramatic 30% reduction in customer wait times and a 15% increase in first contact resolution, significantly enhancing the customer exper...
Continuous Improvement ManagerAug. 2010 -
May. 2022
411 Business Solutions - Cebu, PHContinuous Improvement Manager
Cebu, Central Visayas, Philippines- Revolutionized customer retention, achieving a 45% reduction in churn rate through the creation and leadership of a high-performing Retention Team, dramatically increasing customer lifetime value and securing long-term revenue streams. - Spearheaded a 40% improvement in collections efficiency, leading to a 25% reduction in outstanding receivables and fortifying the company's financial healt...

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