Nicholas Forbes
Hixson,TN
Summary
High-level Operations and Support Specialist with 12 years of experience in customer care, technical troubleshooting, and professional training. Proven track record of mastering complex CRM systems like Salesforce/SAP and scaling operational workflows in remote-first environments. Expert at bridging the gap between technical processes and premium customer experiences.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Small Business Owner / Operations Lead
Reuse Revive
01.2022 - Current
- Scales a second-hand apparel business by optimizing high-volume inventory and SEO-driven listings.
- Directs end-to-end logistics, from market-relevant sourcing to rapid order fulfillment.
Customer Care Specialist
Movado Group, Inc.
01.2024 - 01.2025
- Provided "white-glove" e-commerce and technical support for luxury timepiece collections.
- Managed end-to-end case resolution, from website navigation to complex repair facilitation.
- Maintained 100% documentation accuracy within the company CRM.
Customer Support Specialist
Gold Bond Inc.
01.2019 - 01.2020
- Managed the company’s largest national account (4imprint), overseeing high-stakes order fulfillment.
- Orchestrated complex freight logistics for orders valued between $2,500 and $250,000.
Associate Trainer & Customer Service Specialist
Convergys
01.2012 - 01.2019
- Associate Trainer - 2015-2019: Led domestic and international project launches, training teams on technical support and system proficiency in a multi-week classroom setting.
- Content Development: Created training modules for Billing, Technical Support, and Sales for major telecom clients.
- Customer Support Specialist - 2012-2015: Resolved high-volume inquiries for AT&T and DIRECTV, specializing in technical troubleshooting and scheduling.
Education
GED -
Indian River State College
Skills
- Call center operations
- Customer service
- Active listening
- Data entry
- Problem resolution
- Computer proficiency
- Microsoft outlook
- Call management
- Order processing
- Appointment scheduling
- Data collection
- Customer relationship management (CRM)
Certification
- Trainer of the Quarter: Q1 2018, Q3 2018.
- Trainer of the Month: 4x Recipient (2016–2017).
- Certifications: Technical Support, Chat/Email Support, Billing, and Retention.
Languages
English
Native or Bilingual
Timeline
Customer Care Specialist
Movado Group, Inc.
01.2024 - 01.2025
Small Business Owner / Operations Lead
Reuse Revive
01.2022 - Current
Customer Support Specialist
Gold Bond Inc.
01.2019 - 01.2020
Associate Trainer & Customer Service Specialist
Convergys
01.2012 - 01.2019
GED -
Indian River State College