Nicholas Apaki

I am an empathetic and solutions-oriented professional with over 4 years of experience in customer experience, program coordination, and issue resolution across nonprofit, healthcare, and high-volume service environments. My journey has been marked by a commitment to managing support communications and resolving inquiries effectively through digital platforms. I pride myself on my strong writing skills and attention to detail, which have been instrumental in my ability to stay calm and effective under pressure.

Currently, I serve as a Program Manager at Heartland Human Care Services, where I lead team support operations and respond to client needs with timeliness and empathy. My role involves coordinating schedules, communicating policies, and managing feedback from clients and families. I collaborate with cross-functional teams and external partners to ensure consistent service quality, utilizing tools like MS Outlook, Excel, and case documentation systems to enhance our operations.

Previously, I worked as a Mental Health Technician and a Youth Care Worker Lead II, where I provided direct support to patients and served as a primary contact for participants. My experiences have equipped me with a robust skill set in emotional intelligence, multitasking, and conflict resolution, all of which I leverage to foster positive customer experiences and ensure satisfaction.