NICHOLAS ALIANO
Omaha,NE
Summary
Results-driven Support Team Manager recognized for high productivity and efficient task completion. Possess specialized skills in customer relationship management, conflict resolution, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring smooth operations and exceptional team performance.
Overview
14
14
years of professional experience
Work History
Support / Support Team Manager
Safety Reports
07.2018 - Current
- Managed support team operations to enhance customer service efficiency.
- Trained new team members on company protocols and systems.
- Coordinated communication between departments to resolve customer inquiries.
- Developed training materials to improve staff performance and knowledge.
- Analyzed support metrics to identify trends and areas for development.
- Facilitated weekly meetings to discuss challenges and share best practices.
- Maintained documentation of support processes for team reference and training.
- Compiled data from various sources such as customer surveys and internal databases into meaningful insights for management review.
- Maintained up-to-date knowledge of product features, services and industry developments related to the support team's activities.
- Ensured compliance with company policies related to data security protocols while dealing with confidential information shared by customers.
- Collaborated with IT department for resolving any technical issues faced by the agents while performing their duties.
- Analyzed call volumes, trends, resolution timeframes, staff utilization rates and other metrics to ensure optimal efficiency of the support team.
Account Manager / Assistant Manager
Ace Rent to Own
Omaha, Nebraska
06.2017 - 06.2018
- Assisted customers with rental agreements and product inquiries.
- Scheduled appointments for product deliveries and pickups.
- Responded to customer feedback and resolved service issues promptly.
- Maintained filing systems for customer accounts and documentation.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
Assistant Golf Professional
Oak Hills Country Club
03.2011 - 07.2017
- Motivated and developed employees, resulting in the solution of issues and improvement in team cohesiveness and overall performance
- Hired, trained, supervised, and motivated a staff of up to 20 employees
- Created biweekly schedule for the outside services team
- Improved productivity by initiating systems for staff accountability
- Investigated and resolved customer complaints, ensuring satisfaction and repeat business
- Planned, organized, and managed several leagues and events
- Accounted for all revenue and resolved discrepancies in drawer counts and daily totals
- Established and completed opening and closing procedures
Education
Associate Degree in Golf Course Management - Golf Course Management
Golf Academy of America
Phoenix, AZ12-2008
Skills
- Team management
- Customer service
- Customer relationship management
- Data documentation
- Cross-department collaboration
- Effective communication
- Time management
- Technical support
- Process documentation
- Team leadership
Accomplishments
- Soon after acquiring Safety Reports, I was elevated to the position of Support Team Manager, overseeing both the ToolWatch and Safety Reports Support Teams.
References
- Steve Polich - Former Safety Reports Owner - (402) 290-4334
- Chet Slump - Former CEO Safety Reports - (402) 212-5562
- Pete Lass - Former Co-Worker Safety Reports / Current Safety Manager with Miller Electric - (402) 416-1748
- Tim Wood - Owner Blackhawk Roofing - (531) 210-6523
Timeline
Support / Support Team Manager
Safety Reports
07.2018 - Current
Account Manager / Assistant Manager
Ace Rent to Own
06.2017 - 06.2018
Assistant Golf Professional
Oak Hills Country Club
03.2011 - 07.2017
Associate Degree in Golf Course Management - Golf Course Management
Golf Academy of America
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