Jesse Nickols
Dryden,VA
Summary
Highly adaptable Senior Team Lead offering 5+ years of leadership experience. Specializes in process management, meeting performance metrics, and client consultation. Demonstrates a strong understanding of streamlining procedures to increase production rates. Highly effective at supervising talented teams and troubleshooting operational defects. Utilizes tools such as Microsoft Teams, Excel, Portal VPNs, Avaya Agent for Desktop, CMS, CRM, and Verint/Aspect daily.
Overview
11
11
years of professional experience
Work History
Senior Team Lead
TTEC
06.2019 - Current
- Increased average scheduling of Planned Maintenance appointments from 2 PMs/day per FTE to 4, doubling production.
- Established new email management systems to identify true inbound email volume. Were then able to maintain average turnaround time of 24 hours or less, while completing 750 emails/month per FTE.
- Constant onboarding of FTEs to handle inbound calls, while maintaining average handle time of 350 seconds or less with error rate of .18% or less.
- Research and resolve client-side complaints/escalations with necessary action plans.
- Conduct product training and provide guidance to new employees.
- Provide daily/weekly production reports to leadership.
- Daily timekeeping and performance tracking.
- Manage/audit team timecards PTO, LOA, ADA and Holiday time off.
- Calibrate client machinery to meet specific production requirements.
- Participate in quality calibration sessions to deliver satisfactory customer experience.
Lead Customer Service Associate
TTEC
02.2019 - 06.2019
- Composed and analyzed monthly errors/defects report and presented to client in monthly business reviews, while consistently maintaining error rate of less than .18% as program.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands.
- Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Provided ample floor support for inbound agents as needed.
Customer Service Representative Agent
TTEC
11.2018 - 02.2019
- Maintained below 300 seconds average handle time monthly.
- Delivered quality assessment scores of 95% or higher monthly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Lead Line Cook
Depietro's Ny Pizzeria
08.2015 - 03.2017
- Upheld optimal staff and customer protections by monitoring food handling, cleaning and sanitation protocols.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Followed restaurant stock management schedule to monitor product freshness and rotate out old products.
- Prepared food items to meet recipes, portioning, cooking and waste control guidelines.
- Changed and sanitized all cutting boards, benches and surfaces between tasks to avoid cross-contamination.
Forklift Operator/Dock Hand
Oak Grove Marina
01.2013 - 08.2014
- Unloaded boats and materials at designated locations at the request of consumers.
- Transported goods between warehouse locations according to shipment and storage needs.
- Removed debris and waste materials from machinery to reduce possibility of clogs and malfunctions.
- Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
- Operated all equipment safely and efficiently to prevent damage to items and avoid injuries.
- Fueled boats and performed septic pump-outs for docked customers.
Education
Bachelor of Science - Cloud Computing And Systems Administration
King University
Bristol, TN05.2020
Bachelor of Arts - History
Salisbury University
Salisbury, MD03.2017
Skills
- Staff Management
- Strategic Planning
- Analytical skills
- Verbal and written communication
- Multitasking abilities
- Training & Development
- Conflict resolution
- PeopleSoft
- Client communication
Accomplishments
- Assisted launch of new sites overseas with training, onboarding, and overall project management.
- Key figure in ensuring best practices were implemented during new site go-live, positioning program for success.
- Acted as onsite IT to configure the client network during successful overseas site go live.
- Traveled to Madison, Wisconsin and met with client leadership to develop processes for recently acquired LOBs.
- Built a remote desktop support team to troubleshoot client systems in the field.
- Trained 10+ classes of newly staffed employees during the expansion of call center sites/modalities.
- Assisted in the launch/stabilization of new Planned Maintenance program in 50+ service regions across the US.
- Supervised various teams of up to 25+ FTEs.
- Graduated from King University with Distinction.
Timeline
Senior Team Lead
TTEC
06.2019 - Current
Lead Customer Service Associate
TTEC
02.2019 - 06.2019
Customer Service Representative Agent
TTEC
11.2018 - 02.2019
Lead Line Cook
Depietro's Ny Pizzeria
08.2015 - 03.2017
Forklift Operator/Dock Hand
Oak Grove Marina
01.2013 - 08.2014
Bachelor of Science - Cloud Computing And Systems Administration
King University
Bachelor of Arts - History
Salisbury University
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