Nicholas Cosentino
Bonney Lake
Summary
Product support professional with proven ability to manage and resolve complex technical issues efficiently. Adept at collaborating with teams to deliver seamless support and enhance customer satisfaction. Known for reliability and adaptability to dynamic work conditions, with focus on continuous improvement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Product Support Analyst
LineSlip Solutions
Bonney Lake, WA
04.2025 - Current
- Analyzed product issues, providing timely resolutions to enhance customer satisfaction.
- Collaborated with cross-functional teams to identify and implement process improvements.
- Trained new team members on product features and support protocols to ensure consistency.
- Developed and maintained documentation for troubleshooting procedures and user guides.
- Conducted root cause analysis for recurring product defects, driving solutions to prevent future occurrences.
- Created detailed reports on support activities, highlighting key metrics and areas for improvement.
- Collaborated with cross-functional teams to improve product features based on customer feedback.
- Assisted in refining company-wide policies related to product support services for better alignment with business objectives.
- Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.
- Analyzed product performance data to identify trends and areas for improvement.
- Conducted regular reviews of support procedures, implementing changes that led to improved service delivery.
- Worked closely with development teams to prioritize bug fixes and feature requests based on customer feedback.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Performed in-depth UAT testing to ensure our product is working properly and has no bugs before we roll it out to our clients. This testing included working early hours and weekends
- Created and maintained an Excel testing template that included test cases of our entire platform, ensuring we verified there were no bugs before we released.
- Worked closely with my manager to create work items in Azure DevOps and Craft. These work items included new features or enhancements to existing features in the system
- Worked closely with our internal teams to gather feedback and then relay that feedback to our developers for future product implementations
- Attended weekly feedback sessions with the Product team to discuss feedback that was submitted to our feedback portal. This feedback concerned enhancements to the existing platform or the development and implementation of new features.
Customer Success Specialist
LineSlip Solutions
New York, NY
02.2024 - 04.2025
- Efficiently managed batch uploads of client data, ensuring accuracy and timeliness in data processing.
- Conducted regular audits of client accounts and data to ensure compliance with company standards and regulatory requirements.
- Provided direct support to Customer Success Directors in resolving client issues and enhancing customer satisfaction using Totango as a main source.
- Coordinated the onboarding process for new clients, including setting up accounts, adding funds, and configuring account settings.
- Collaborated with the data team to assist in new product rollouts, ensuring seamless integration and functionality.
- Actively participated in weekly training sessions to stay updated on product features, industry trends, and best practices.
- Developed and maintained strong client relationships through regular communication and support
Technical Account Specialist
LineSlip Solutions
New York, NY
04.2023 - 02.2024
- Cleaned and processed raw data to ensure accuracy and completeness, using tools like Excel and Word.
- Conducted quality assurance checks on extracted data to maintain data integrity and consistency.
- Promoted internally to Customer Success Specialist in February 2024
Insurance Services Representative II
Nationwide
Des Moines, IA
08.2022 - 04.2023
- Provided exceptional customer service to commercial insurance clients, addressing inquiries and resolving issues promptly and effectively.
- Collaborated with underwriters to process policy changes, endorsements, and renewals accurately and efficiently.
- Conducted detailed reviews of client accounts to ensure compliance with policy requirements and identified opportunities to enhance coverage or reduce costs.
- Managed a high volume of incoming calls and emails, maintaining a professional and courteous demeanor at all times.
- Utilized insurance industry knowledge to explain coverage options, policy details, and claims processes clearly to clients.
- Implemented proactive measures to enhance customer satisfaction and provide personalized insurance solutions.
- Prepared and presented insurance proposals and recommendations to clients, addressing complex insurance requirements and regulatory compliance issues.
- Monitored policy renewals and proactively contacted clients to discuss coverage options and ensure timely renewals.
- Resolved client issues and escalated concerns to appropriate departments for prompt resolution, ensuring high levels of customer satisfaction.
- Utilized insurance industry knowledge and expertise to advise clients on policy features, endorsements, and coverage enhancements.
Account Manager
Relation Insurance Services
Salisbury, NC
08.2020 - 08.2022
- Managed a portfolio of personal & commercial insurance accounts, serving as the primary point of contact for clients to address inquiries and resolve issues.
- Conducted comprehensive reviews of client accounts to ensure compliance with policy requirements and identify opportunities to enhance coverage or reduce costs.
- Collaborated with underwriters to process policy changes, endorsements, ensuring accuracy and efficiency.
- Developed and maintained strong client relationships, providing proactive support and guidance on client satisfaction and retention strategies.
Education
High School Diploma -
Boone High School
Boone05-2008
Skills
- Problem-solving
- Product knowledge
- Time management
- Conflict resolution
- Technical proficiency
- Data analysis
- Excel
- Microsoft Word
- Quality Assurance
- User acceptance testing
- Cross-functional coordination
- Network troubleshooting
Certification
- The Bits and Bytes of Computer Networking, Google Source: https://www.coursera.org/account/accomplishments/verify/ZEAJ5EX2MNB4
- Technical Support Fundamentals, Google Source: https://www.coursera.org/account/accomplishments/verify/G43JNWWL9FFS
Timeline
Product Support Analyst
LineSlip Solutions
04.2025 - Current
Customer Success Specialist
LineSlip Solutions
02.2024 - 04.2025
Technical Account Specialist
LineSlip Solutions
04.2023 - 02.2024
Insurance Services Representative II
Nationwide
08.2022 - 04.2023
Account Manager
Relation Insurance Services
08.2020 - 08.2022
High School Diploma -
Boone High School