NICHOLAS STRONG
Temple
Summary
Customer Service and Operations Manager with 8+ years of experience delivering high-quality client support, managing service operations, and resolving complex customer issues. Proven expertise in customer satisfaction, account management, client retention, team leadership, and service process optimization. Adept at handling high-volume inquiries, resolving escalations, and improving operational workflows using data-driven performance metrics. Strong background in relationship management, communication, problem-solving, and training delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Human Resource Operations Manager
United States Army
01.2020 - 01.2024
- Managed customer service operations for 200+ personnel, ensuring timely resolution of inquiries and issues.
- Led a $550K annual budget and maintained accountability for $2M in organizational assets.
- Developed and implemented communication workflows, improving service response time and customer satisfaction ratings.
- Trained and mentored staff on effective customer interaction and conflict resolution techniques.
- Various Locations
Senior Human Resource Program Manager
01.2018 - 01.2020
- Directed programs that improved service delivery for internal and external stakeholders.
- Designed training that enhanced customer engagement and operational efficiency.
- Collaborated with leadership to resolve escalations and improve customer experience.
Human Resource Operations Manager
01.2016 - 01.2018
- Oversaw daily customer support operations, ensuring accuracy and timeliness.
- Resolved complex disputes, maintaining trust and long-term relationships.
- Streamlined service workflows to reduce wait times and improve feedback scores.
Sales Specialist
Best Buy Mobile
01.2015 - 01.2015
- Provided personalized product recommendations to customers, increasing satisfaction and repeat sales.
- Led product demonstrations and addressed customer inquiries with expert knowledge.
- Supported promotional campaigns, boosting customer engagement.
Luxury Automotive Sales
Baker Motor Co
01.2013 - 01.2015
- Delivered concierge-level service, ensuring customers fully understood product features.
- Maintained customer relationships through follow-up and personalized outreach.
- Assisted clients in product selection to meet their specific needs and preferences.
Education
No Degree - Business. Economics, And Politics
Liberty University
Lynchburg, VASkills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Account Management
- Client Retention Strategies
- Service Operations Management
- Escalation Resolution
- Process Improvement
- Performance Metrics & KPIs
- Training and Development
- Communication Skills
- Team Leadership
- Microsoft Office 365
- Google Docs
- SharePoint
- Windows 11
- MacOS
Certification
- Advanced Senior Military Leadership Training Certificate
- Senior Professional Development Training
- Advanced Human Resource Training
- Records Management Training
Timeline
Senior Human Resource Operations Manager
United States Army
01.2020 - 01.2024
Senior Human Resource Program Manager
01.2018 - 01.2020
Human Resource Operations Manager
01.2016 - 01.2018
Sales Specialist
Best Buy Mobile
01.2015 - 01.2015
Luxury Automotive Sales
Baker Motor Co
01.2013 - 01.2015
No Degree - Business. Economics, And Politics
Liberty University
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