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Nicholas Waska

@nicholaswaska

Customer service and operations leader at Ergotron, Inc. who improved customer workflows and supported Lean process initiatives.

United States

Message

At Ergotron, Inc., I led and developed customer care representatives supporting North America operations. I analyzed customer experience trends and supported Lean Business Enterprise initiatives focused on process improvement.

At KorTerra, Inc., I led customer support specialists working on SaaS support and client solutions. I used Zendesk and SQL to support customer experience initiatives and improve workflows.

At Stryker, I managed customer and sales support operations in a high-volume call center, including billing, inventory, logistics, and surgical product shipping. I coached employees and reviewed KPIs focused on response times, call quality, and customer retention.

At Kendall Hunt Publishing, I managed a team of 20+ direct reports and maintained an 85% SLA success rate. I also improved workflows, onboarding, training, and hiring practices across technical support operations.

Experience

Work history, roles, and key accomplishments

Customer Enablement Manager

Ergotron, Inc.

May 2024 - Apr 2025 (11 months)

Led and developed customer care representatives supporting North America operations while driving KPI performance and customer satisfaction. Managed call quality, escalations, RMAs, NCRs, and customer resolution workflows.

Customer Service Leadership KPI Management Escalation Management Process Improvement Lean Enterprise CRM Zendesk Salesforce SQL Google Workspace

Customer Experience Manager

KorTerra, Inc.

Jan 2024 - May 2024 (4 months)

Led customer support specialists delivering SaaS-related support and client solutions. Managed escalated customer concerns and partnered cross-functionally to resolve technical and operational issues.

SaaS Support Zendesk SQL Customer Experience Training Process Improvement

Customer Service Supervisor

Stryker

Feb 2021 - Dec 2023 (2 years 10 months)

Managed customer and sales support operations within a high-volume call center environment. Oversaw billing, purchase orders, claims, inventory, logistics, and surgical product shipping operations across North America.

Call Center Operations Billing Purchase Order Claims Inventory Management Logistics ISO 9001 Epic Oracle Coaching KPI Management Customer Retention

Technical Support Supervisor / Interim Manager

Kendall Hunt Publishing

Mar 2015 - Jan 2021 (5 years 10 months)

Managed a team of 20+ direct reports within a high-volume technical support call center environment. Maintained an 85% SLA success rate while supporting calls, live chat, and large email ticket queues.

Team Management SLA Management Escalation Management Root Cause Analysis SaaS Platforms Workflow Improvement Onboarding Training Hiring Cross Functional Collaboration

Armed Security Officer/Site Manager

G4S Secure Solutions

May 2006 - Jun 2016 (10 years 1 month)

Provided armed security services within a public safety and courthouse environment. Supervised daily activities of Security Officers and coordinated with Bailiffs, Emergency Management, and county leadership.