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
Customer Care Specialist
Movado Group, Inc.
Paramus, NJ
03.2024 - 09.2025
- Provided "white-glove" e-commerce and technical support for luxury timepiece collections.
- Streamlined daily workflow to handle 40 inbound inquiries and 10 outbound follow-ups while maintaining comprehensive email correspondence.
- Managed end-to-end case resolution, from website navigation to complex repair facilitation.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated order processing and tracking to ensure timely delivery of products.
- Utilized CRM software to manage customer interactions and maintain accurate records.
Small Business Owner
Reuse Revive
Chattanooga, TN
03.2020 - Current
- Operates an online second-hand apparel business by optimizing high-volume inventory and SEO-driven listings.
- Implements end-to-end logistics, from market-relevant sourcing to rapid order fulfillment.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Scaled a niche resale venture to exceed $250,000 in total sales, maintaining a high-margin inventory of vintage textiles and luxury knitwear.
Client Service Representative
Gold Bond Inc.
Hixson, TN
01.2019 - 03.2020
- Strategic Account Oversight: Solely managed the company’s largest national account, 4imprint, serving as the primary liaison for sales representatives to ensure seamless execution of high-volume custom product orders.
- Consultative Product Expertise: Provided expert guidance on product specifications, including material sizing, color matching, and imprint area technicalities, to optimize branding outcomes for end-clients.
- High-Stakes Logistics Coordination: Orchestrated complex freight and shipping logistics for orders ranging from $2,500 to $250,000, maintaining a 100% focus on deadline accuracy and fulfillment integrity.
- Process Optimization: Leveraged CRM platforms to meticulously track account interactions and order lifecycles, reducing communication friction and increasing service efficiency for 4imprint reps.
Associate Trainer
Convergys
Chattanooga, TN
06.2015 - 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.
- Collaborated with cross-functional teams to assess training needs and program effectiveness.
- Implemented feedback mechanisms to continuously improve training content and delivery methods.
- Mentored junior trainers, providing guidance on instructional techniques and best practices.
- Monitored participant progress, offering support and additional resources as needed to achieve learning objectives.
Customer Service Representative
Convergys
Chattanooga, TN
06.2012 - 06.2015
- Supported multiple clients including AT&T, DirecTV, and FedEx.
- Achieved a consistent 4.8/5.0 CSAT (Customer Satisfaction) score
- Successfully retained 85% of "at-risk" customers
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
GED -
Indian River State College
Ft. Pierce, FL05-2008
Skills
- Google G Suite
- Microsoft 365
- CRM Software
- SalesForce
- Slack
- TalkDesk
- Payment Processing
- Data Entry
- Order Processing
- Technical Support
- Billing
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.
03.2024 - 09.2025
Small Business Owner
Reuse Revive
03.2020 - Current
Client Service Representative
Gold Bond Inc.
01.2019 - 03.2020
Associate Trainer
Convergys
06.2015 - 01.2019
Customer Service Representative
Convergys
06.2012 - 06.2015
GED -
Indian River State College
Typing Speed
Typing Speed: 45 WPM / 99% Accuracy