Nicholas Serrano
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
11.2022 - Current
- Work directly with customers to resolve tech issues and assist with making endorsements to their auto policies
- Navigate customers through the complexities of auto insurance
- Manage cases in SalesForce to ensure timely completion of customer endorsements.
Tech Support
Ultimate Staffing
09.2021 - 08.2022
- Supported the AVID project, assisting partners with account setup and inquiries
- Utilize SalesForce to update partner information and event details
- Assisted educators with navigation through the AVID.org website.
- Managed multiple tasks simultaneously while maintaining high levels of accuracy and efficiency.
Customer Success Manager/Sr Analyst - Executive Escalations
Verizon Connect
02.2018 - 07.2021
- Work directly with customers and business partners to resolve C-level escalations using SalesForce
- Collaborated with senior leadership and various teams to resolve high priority issues using Google Apps
- Managed relationships with the Better Business Bureau and various state Attorney General offices to resolve consumer complaints
- Designed, trained, and implemented new processes to improve Customer and Employee Experience using the Knowledge Base
- Investigated and provided root cause analysis to senior leadership using Microsoft Office (O365) and Google Apps
- Crafted graphs to analyze problems and data to create efficient solutions and improvements
- Worked with Engineering and Dev teams through Jira to investigate issues that resulted in bodily harm and death to customers via company equipment
- Provided Root Cause Analysis to the senior leadership teams
- Assist customer with various issues while using the Reveal and Logbook/ELD systems
- Guided colleagues with Firmware Updates and provide in-depth knowledge on Logbook and integration systems between Reveal and Work platforms.
Benefits Specialist
Willis Towers Watson
10.2016 - 01.2018
- Enroll recipients into health plans by probing to find which benefits will meet their needs, and simplifying multifaceted plans for a better consumer experience
- Resolves customer issues and maintain quality control and satisfaction records
- Assisted with questions and enrollment of pension and other retirement benefits.
Education
Associate of Science - Humanities
Moorpark College
Moorpark, CA04.2015
Skills
- Teamwork and Collaboration
- Recordkeeping
- Analytical and Critical Thinking
- Task Prioritization
- Remote Office Availability
- Organizational Skills
- Troubleshooting
- Multitasking Abilities
- Google Workspace
- Quality Assurance
- Time Management
- Analytical Thinking
- Supervision and leadership
- Customer Relations
- Scrum Master
- Visual Studio Code
Accomplishments
Created knowledge base for business to help streamline processes across all departments.
Certification
Certified Scrum Master, Scrum Alliance, 2021
Job Skills
- SalesForce
- NetSuite
- Jira
- Microsoft Office (O365)
- Google Apps
- Python
- JavaScript
- Visual Studio Code
Timeline
11.2022 - Current
Tech Support
Ultimate Staffing
09.2021 - 08.2022
Customer Success Manager/Sr Analyst - Executive Escalations
Verizon Connect
02.2018 - 07.2021
Benefits Specialist
Willis Towers Watson
10.2016 - 01.2018
Associate of Science - Humanities
Moorpark College
Similar Profiles
Adrián Pópulo QuirogaAdrián Pópulo Quiroga
Canguro at NACanguro at NA
Savanna FosterSavanna Foster
Personal Babysitter at NAPersonal Babysitter at NA
Elizabeth Paige SessomsElizabeth Paige Sessoms
Stay-at-Home Parent at NAStay-at-Home Parent at NA
Apaar SinghApaar Singh
Restaurant – Waitress & Kitchen Team Member at NARestaurant – Waitress & Kitchen Team Member at NA
Amber YakasovichAmber Yakasovich
NA at Essential Power Inc.NA at Essential Power Inc.