Nicholas Mendelke
Marion,IA
Summary
Highly organized and self-motivated professional experienced in project management, team development and process improvement. Skilled in developing and implementing strategies to increase efficiency and performance. Passionate about driving business growth and creating positive work environment.
Overview
16
16
years of professional experience
Work History
Associate Director of Customer Support
Built Technologies
Nashville, TN
11.2022 - Current
- Improved overall team efficiency by streamlining project management processes and implementing new collaboration tools, reducing solve time by over 35%
- Spearheaded the development and launch of a new case management design, increasing reporting capabilities by over 10x while improving line of sight into the customer experience.
- Utilized advanced analytics tools to identify trends in consumer behavior, informing future product development plans.
- Managed cross-functional teams for multiple large-scale projects, successfully maintaining deadlines.
- Enhanced employee performance through targeted training programs and regular feedback sessions, resulting in higher productivity levels.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
Manager, Customer Success
Built Technologies
Nashville
09.2021 - 11.2022
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Created an escalation process to increase line of sight for executives on our most urgent client issues.
Claims Customer Care Senior Lead
Lyft
08.2020 - 09.2021
- Serve as a manager and mentor to our leadership team
- Led a department wide project in which every process was reinvented, improved, mapped out, and shared with our teams to ensure the best customer and employee experience each and every transaction
- Worked to map out the current vision for the First Notice of Loss Team through 2021 and beyond, prioritizing the team needs with our engineering and tech teams
- Responsible in finding creative fixes in all aspects of the department due to COVID, COVID protocols, and new restrictions including but not limited to employee engagement and career opportunities
- Served as a mentor as part of Lyft's mentor program to promote leaders within under represented groups within the company, as well as their Mentor partnership through Everwise
Claims Customer Care Lead, Risk
Lyft
10.2018 - 08.2020
- Responsible for managing Lyft's internal First Notice of Loss team, as well as multiple partner sites in the US and abroad - Successfully grew the FNOL team from 7 associates in late 2018 to over 150 global associates preCovid - Responsible for creating, meeting, and maintaining all metrics around quality and productivity - Launched an overseas partner while ramping down our onshore partner site, resulting in a 25 point increase in customer resolve score and a $1.2 million savings within the first year - Implemented a "Why Discovery" process across the team, leading to each individual having a personal "Why Statement", also led a "Team Why" process which led to our team's mission statement: "The Lyft FNOL team strives to set the standard for ourselves, Lyft and our community through all of our interactions, so that everyone feels valued through the Lyft platform."
Trust & Safety Team Lead
Lyft
09.2016 - 10.2018
- Managed and developed a team of highly trained individuals that were responsible for ensuring the safety of the Lyft platform - Worked with my team to de-escalate the most severe safety issues that occur on the Lyft platform -Led the department in hiring, team engagement, productivity, and career advancement -Built out new processes in which improved efficiencies and customer satisfaction -Led initiatives around Safety and reducing discrimination across the Lyft platform, with special focus on making the platform more accessible for those with disabilities
Risk Management Escalations Team Manager
Groupon
05.2011 - 09.2016
- One of four individuals who were directly responsible for the development and launch of the Global
- Risk Department at Groupon - Managed the day-to-day activities for the North American Escalations team and served as the first point of contact for all legal and public relations issues - Responsible for researching all claims against Groupon and its employees, as well as, claims against our merchants in order to determine necessary action based on Groupon liability or risk - Responsible for hiring and training all team members and maintaining department engagement - Responsible for lowering and maintaining refund rates for Groupon across North America through creative conflict resolution, reducing overspend from over $200 per contract to under $1.00 on average - Responsible for maintaining working relationships across all departments and platforms of Groupon - Developed and maintains all training materials for Groupon's Risk department and launched the Risk training programs globally across all regions
Global Support Manager
Travelzoo
02.2011 - 05.2011
- Single handedly assessed all escalations and made decisions on any exceptions to Travelzoo's refund policy and terms - Created the Merchant Support role within Travelzoo and developed standard operating procedures - Identified problem trends and processed reports, as needed, forwarding all findings to the Director of
- Operations - Initiated semi-weekly meetings with the sales department to hit on key issues and recurring errors within the deal process and site write ups - Answered questions posed by customer service regarding problems, trends, and exceptions to
- Travelzoo's refund policy and resolved all customer complaints as the support manager - Motivated the customer service team and monitored daily calls and tasks helping to improve call center numbers, productivity, and morale
Customer Service Manager/HR Generalist
Black Mountain Group
03.2008 - 08.2009
- Served as single point of contact for clients and facilitated all the day to day and cyclical activities in all aspects of the HR department - Made decisions on exceptions to deadlines and processes based on client provisions and expectations - Assigned all phone and project time for the call center and benefit administrators based on call projections and the needs of the department
Education
Communication -
University of Tennessee, Knoxville
01.2002
Skills
- Team Building
- Escalation Resolution
- Customer Service
- Risk Management
- Process Improvement
- Benefits Administration
- Performance Management
- Leadership Development
- Systems Development
- Budget Management
- Database Management
Websites
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Honors Awards
Family Chair - March of Dimes, 01/2021, Was given the honor to represent all family supporters for the March of Dimes of MIddle Tennessee due to my fundraising efforts for the organization. I have raised over $20,000 for March of Dimes over the past 2 years.
Timeline
Associate Director of Customer Support
Built Technologies
11.2022 - Current
Manager, Customer Success
Built Technologies
09.2021 - 11.2022
Claims Customer Care Senior Lead
Lyft
08.2020 - 09.2021
Claims Customer Care Lead, Risk
Lyft
10.2018 - 08.2020
Trust & Safety Team Lead
Lyft
09.2016 - 10.2018
Risk Management Escalations Team Manager
Groupon
05.2011 - 09.2016
Global Support Manager
Travelzoo
02.2011 - 05.2011
Customer Service Manager/HR Generalist
Black Mountain Group
03.2008 - 08.2009
Communication -
University of Tennessee, Knoxville
References
References available upon request.
Honors Awards
Family Chair - March of Dimes, 01/2021, Was given the honor to represent all family supporters for the March of Dimes of MIddle Tennessee due to my fundraising efforts for the organization. I have raised over $20,000 for March of Dimes over the past 2 years.
References
References available upon request.