Open to opportunities

Nicole User

@nicoleuser9

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Results-driven operations and customer service leader with 20+ years experience.

United States

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What I'm looking for

I am looking for a role that allows me to leverage my operational expertise while continuing to grow my technical skills in QA and project management.

I am a results-driven operations and customer service leader with over 20 years of experience managing high-volume teams and streamlining processes to enhance customer satisfaction. My expertise lies in project coordination, quality assurance, and cross-functional collaboration. I have a proven track record of driving operational efficiency and implementing best practices that deliver measurable results across diverse industries.

Currently, I am enhancing my skills in Software QA Engineering and Project Management, blending my technical and leadership abilities to support organizational goals. In my recent role as a Customer Service Manager, I successfully led a multi-shift team, implemented performance metrics, and partnered with cross-functional teams to improve workflow and client satisfaction. My commitment to quality and efficiency has consistently resulted in improved service quality scores and reduced resolution times.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

Customer Service Manager

Jan 2024 - Present (1 year 7 months)

Managed daily operations for a high-volume customer service team, ensuring quality standards, operational efficiency, and client satisfaction. Led and developed a multi-shift team, achieving improved response times and resolution rates.

Customer service management Workflow Optimization KPI Tracking

Current

Software QA Testing Intern

Current

Careerist

Created and executed manual test cases for web and mobile applications. Documented defects using Jira and collaborated with developers on resolution.

Manual Testing Test Case Documentation Jira Regression Testing Functional Testing UI Testing

Customer Service Supervisor

Jan 2005 - Jan 2024 (19 years)

Directed daily workflow for a multi-person team handling high-volume orders, inquiries, and escalations from industrial, commercial, and government clients. Managed full-cycle order processing, from quoting and contract review to delivery coordination and post-sale support, ensuring 99% on-time and accurate fulfillment.

Customer Service Operations Order Processing SOP Development CRM Tools ERP Systems

Education

Degrees, certifications, and relevant coursework

Careerist

Certificate, QA Software Engineering

Currently enrolled in the Careerist QA Software Engineering Program. This program is enhancing technical skills in software quality assurance.

Google

Certificate, Project Management

Currently pursuing a Google Project Management Certificate. This certification is developing expertise in project management methodologies and tools.

Bethel University

Master of Business Administration, Human Resources Management

Completed an MBA with a specialization in Human Resources Management. This program provided advanced knowledge in HR strategies and business leadership.