Summary
Overview
Work History
Education
Skills
Technology Skills
Timeline
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Nicholas Evans

Nicholas Evans

Wake Forest,NC

Summary

Dedicated and experienced manager with a proven track record of effectively managing operations, ensuring compliance with regulations, and maintaining a respectful and efficient environment. Seeking to leverage strong leadership skills and extensive knowledge to contribute to a reputable organization’s success. A resourceful manager of customer service with 15+ years' experience leading overachieving teams, implementing new procedures, and providing the highest quality of service to customers, subordinates and higher management. Organized professional that has been recognized for resolving conflict, working with people in difficult situations and building strong relationships.

Overview

11
11
years of professional experience

Work History

Patient Engagement Manager

Healthy.io
08.2021 - 05.2023
  • Analyzed call center metrics and trends to identify areas for improvement and developed strategies to optimize performance and efficiency
  • Remotely managed a team of 15 agents for a start-up medtech company
  • Resolved complex customer issues and complaints with compassion to ensure positive outcome and patient satisfaction
  • Maintained HIPAA compliance with regulatory requirements and company policies and procedures
  • Create, develop and supervise teams of 15+ to adhere by company policies and procedures.

Broker Account Manager

GFL Environmental
03.2018 - 08.2021
  • Develop and implemented strategies to drive revenue growth and enhance market presence
  • Negotiated and communicated with brokers to adjust and confirm rates and prices
  • Fostered strong and productive relationships with brokers and internal stakeholders
  • Followed market trends, regulations and knowledge of financial products to provide valuable insight
  • Analyzed and problem solved to optimize business making processes.

Director of Customer Success

BBH MEDIA
05.2012 - 03.2018
  • Lead teams of customer success managers overseeing the success of clients and driving customer retention
  • Collaborated with cross functional teams, including sales to align customer needs with product enhancements
  • Conducted regular customer feedback sessions resulting in improved customer satisfaction
  • Developed and delivered customer success training programs to enhance team efficiency and effectiveness.

Education

Bachelors of Science, Business Administration, Minor: Communication -

North Carolina Wesleyan University

IT Training, (CompTIA A+, Security +, Network +) -

North Carolina State University

Skills

  • Team Building
  • Performance Monitoring
  • Financial Responsibility
  • Adaptability
  • Extensive Management Experience
  • Employee Training, Development and Leadership
  • Risk Mitigation
  • [Software] Expertise
  • Business Objective Analysis
  • Relationship Building
  • Staff Management
  • Complex Problem Solving
  • Creative and Innovative
  • Team Recruiting and Hiring
  • Customer Retention Strategies
  • Risk Assessments
  • Revenue Cycle Management
  • Data Analytics
  • Utilization Optimization

Technology Skills

  • Five9
  • Talk Desk
  • Ring Central
  • Live Agent
  • Zendesk
  • Microsoft Office 365
  • B2B

Timeline

Patient Engagement Manager

Healthy.io
08.2021 - 05.2023

Broker Account Manager

GFL Environmental
03.2018 - 08.2021

Director of Customer Success

BBH MEDIA
05.2012 - 03.2018

Bachelors of Science, Business Administration, Minor: Communication -

North Carolina Wesleyan University

IT Training, (CompTIA A+, Security +, Network +) -

North Carolina State University

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Nicholas Evans