Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Chris Nardo

Summary

Driven Customer Experience Team Lead with background in establishing positive customer interactions and resolving complex issues. Strong leadership skills showcased through management of cross-functional teams to achieve service excellence. Implemented innovative strategies that enhanced overall customer satisfaction and loyalty. Skilled in utilizing data-driven insights for process improvement, contributing to business growth.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Experience Team Lead

ESIS
Whitehouse Station
11.2022 - Current
  • Managed resources effectively by assigning tasks according to individual skillset and availability.
  • Collaborated with other departments such as marketing, sales and technical support to ensure consistent delivery of excellent customer service across the organization.
  • Created a comprehensive training program for customer experience representatives.
  • Recruited, trained, managed and evaluated personnel from the Customer Experience Team.
  • Coordinated regular meetings with the customer experience team to discuss progress and new initiatives.
  • Tracked key performance indicators for measuring success of various initiatives related to enhancing customer service.

Staff Manager

Costco Wholesale Corp
Flemington
06.2020 - 11.2022
  • Implemented and enforced policies and procedures by coordinating with company leaders, coaching employees and overseeing staff activity.
  • Interviewed, hired, and trained new employees.
  • Lead day-to-day operational staff of 250 employees, including driving in-house promotions, sales, and marketing efforts.
  • Established quarterly and annual goals, as well as operational tactics, to achieve targets.
  • Analyzed customer trends and reports to drive sales through membership, and focusing on customer satisfaction.
  • Solved varying problems, handled escalated issues, and mitigated risks.
  • Submitted and supported claims filed by employees and customers, acting as an intermediary between insurance companies and customers or employees.

Traveling Marketing Manager

Costco Wholesale Corp
Location Varied
07.2011 - 06.2020
  • Traveled throughout New Jersey, New York, Pennsylvania, and Connecticut, launching more than 10 new branches, focusing on membership, marketing, and sales.
  • Promoted positive customer service experiences by promptly resolving conflicts.
  • Implemented training initiatives to coach staff on best practices and protocols for enhanced profitability and efficiency.
  • Supervised 50 employees at a time to ensure optimal launches.
  • Boosted revenues by delivering effective sales training, issue resolution techniques, and staff mentoring through one-on-one interactions.

Education

Bachelor of Arts - Business Management

Washington College
Chestertown, MD
05-2014

Skills

  • Performance metrics
  • Cross-department collaboration
  • Team and resource management
  • Conflict resolution
  • Employee training
  • Operational efficiency
  • Interpersonal communication

Certification

  • Completed both New and Experienced Manager Training with Chubb
  • 2025 CPCU candidate

Timeline

Customer Experience Team Lead

ESIS
11.2022 - Current

Staff Manager

Costco Wholesale Corp
06.2020 - 11.2022

Traveling Marketing Manager

Costco Wholesale Corp
07.2011 - 06.2020

Bachelor of Arts - Business Management

Washington College

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