Nicholas Cain
Bayside Support Services
Las Vegas,NV
17
years of professional experience
Results-driven Customer Service Manager with over 15 years of experience leading high-performing teams in fast-paced, customer-centric environments. Demonstrated success in improving operational performance, optimizing processes, resolving complex issues, and consistently exceeding service and business objectives. Experienced in coaching and developing employees, driving employee engagement, implementing performance improvement initiatives, and fostering a culture of accountability, collaboration, and continuous improvement. Recognized for strong leadership, strategic thinking, and exceptional communication skills, with a proven ability to build lasting customer relationships and enhance organizational success. Eager to leverage extensive leadership and customer experience expertise to contribute to the continued growth and excellence of a forward-thinking organization.
Work History
Customer Service Supervisor
2 Years 7 Months- Supervised daily call center operations, ensuring exceptional customer service and achievement of key performance indicators (KPIs), including customer satisfaction, quality, and efficiency.
- Led, coached, and mentored customer service representatives through performance evaluations, quality assurance reviews, and ongoing training to improve productivity and service excellence.
- Resolved escalated customer concerns and implemented effective solutions while maintaining high customer satisfaction and policy compliance.
- Analyzed operational metrics and performance trends to identify improvement opportunities, streamline processes, and enhance team performance.
Call Center Supervisor
1 Year 2 Months- Supervised Workforce Management (WFM) operations, serving as the primary liaison between WFM Shared Services and Operations.
- Led and coached Real-Time Analysts through regular performance feedback, mentoring, and development.
- Managed real-time monitoring, analysis, reporting, forecasting, and capacity planning to optimize staffing and operational performance.
- Ensured the accuracy and compliance of WFM processes while implementing best practices to improve efficiency.
- Fostered a collaborative, values-driven work environment that promoted accountability, engagement, and continuous improvement.
- (Work-from-Home)
Relief Manager / Head Printer
3 Years 5 Months- Managed daily store operations and served as acting manager, ensuring smooth workflow and excellent customer service.
- Led, trained, scheduled, and supervised staff to maintain productivity and operational efficiency.
- Served as the primary contact for customer print requests, quotes, and issue resolution.
- Operated commercial printing equipment, managed production schedules, and prepared print files for accurate, timely completion.
- Maintained quality control standards by inspecting finished products and performing routine equipment maintenance.
Store Manager
2 Years 1 Month- Managed all aspects of daily store operations, driving sales performance and consistently achieving key performance indicators (KPIs).
- Recruited, trained, coached, and scheduled associates to deliver exceptional customer service and operational excellence.
- Resolved customer concerns and promoted membership programs and custom embroidery services to increase customer satisfaction and revenue.
- Oversaw inventory management, merchandising, visual standards, and stock accuracy through receiving, transfers, and cycle counts.
- Maintained financial accountability by managing cash handling, payroll, daily deposits, and audit compliance.
Store Manager / District Lead
7 Years 6 Months- Managed daily operations for multiple retail locations, overseeing staffing, scheduling, sales performance, and operational compliance.
- Recruited, trained, coached, and mentored store teams and managers to achieve sales goals and deliver exceptional customer service.
- Analyzed sales, financial reports, and key performance indicators (KPIs) to improve profitability and operational performance across the district.
- Directed inventory control, merchandising, asset protection, and execution of corporate promotions to maximize revenue.
- Collaborated with district leadership on strategic planning, budgeting, and performance improvement initiatives while ensuring consistent execution of company standards.
Education
Bachelors - Business Management
Graduated: 2026
Associate - Business Management
Graduated: 2024
High School Diploma
Graduated: 2002
Skills
Product Marketing
Project Management
Budget Planning
Strong Communication Skills
Strategic Planning & Execution
Team Leadership & Development
Operations Management
Performance Optimization
Change Management
Budgeting & Cost Control
Stakeholder/Stockholder Engagement
Process Improvement
Cross-Functional Collaboration
Decision Making & Problem Solving
Microsoft Office (Word
Excel
Outlook)
Call Center Environment
Email Support
Timeline
Customer Service Supervisor
Bayside Support Services
02.2023 - 09.2025Read More
Call Center Supervisor
Concentrix
12.2021 - 02.2023Read More
Relief Manager / Head Printer
ASB Sports
01.2018 - 06.2021Read More
Store Manager
Lids Sports Group
11.2015 - 12.2017Read More
Store Manager / District Lead
RadioShack
05.2008 - 11.2015Read More
Clark High School
High School Diploma
Read More
College of Southern Nevada
Associate from Business Management
Read More
WGU
Bachelors from Business Management
Read More