Open to opportunities

Nicole Cervone

@nicolecervone

Message

Dynamic professional with a proven track record in team leadership.

United States

Message

Dynamic professional with a proven track record in team leadership, process optimization, and customer service excellence. Strong interpersonal skills to effectively interface with all levels of employees and senior leadership. Leveraging experience in managing remote teams, implementing standard operating procedures, analyzing data, and driving operational efficiencies.

Seeking a challenging role where I can contribute my skills and expertise to achieve organizational objectives. Extensive experience in customer support, customer experience, creative problem solving, staff motivation, process improvement, SOP development, training and development, multi-task management, project management, persuasive communication, data analysis, customer management, relationship building, situational awareness, and various software platforms.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Ora Organic, Vital Amine Inc

Led a remote team of three customer support agents, developed and executed standard operating procedures, managed subscriber management and subscription services, monitored fraud activities, collaborated with operations teams, addressed detailed product inquiries, created and managed workflows in Shopify, managed and responded to chargebacks, represented the company at trade shows and sponsor boot

Customer Support Remote Team Management Customer Management Fraud Management Operations Operations Product Knowledge Shopify Chargebacks Trade Shows

Customer Support Manager

Zpacks, Corp

Led, coached, and managed a team of six, drove initiatives resulting in a 10% increase in Customer NPS Score, identified and implemented an Email/Chat/Phone platform, created and implemented training and guidebooks, managed and assisted customers via Social Media outlets, dedicated to developing, leading, and motivating employees, provided day-to-day leadership, direction, and vision to the team,

Team Management Training Development Social Media Management Leadership Process Improvement KPI’S Problem Solving Communication Skills

Supervisor

Radial, Inc. (eBay Enterprise & GSI Commerce)

Led, coached, and managed a team of twelve customer support representatives, developed and monitored processes for customer appeasements, provided day-to-day leadership, direction, and vision to the team, actively contributed to the development of team direction and vision, supported clients' business objectives, demonstrated superior communication and people skills, completed LAMA Training-Positi

Team Management Process Development Leadership Customer Support Communication Skills Conflict Resolution