Summary
Overview
Work History
Education
Skills
TECHNOLOGICAL PROFICIENCIES
Timeline
CustomerServiceRepresentative
Nicholas Zeimet

Nicholas Zeimet

Oceanside,CA

Summary

As a driven & adaptable professional, I am equipped with a solid foundation and eagerness to excel in Customer Success. During my previous employment & roles, I honed my interpersonal & communication skills while assisting clients with their inquiries & concerns.

I am adept at building strong relationships with customers. Primarily focused on understanding their needs & ensuring satisfaction through effective support.

My experience in customer relations for technology based companies has equipped me with the technological knowledge & expertise necessary to navigate various tech based platforms.

I thrive in fast paced environment & am enthusiastic about leveraging my skillset to contribute positively to the success of your organization.

Overview

15
15
years of professional experience

Work History

Customer Support Manager

RIAH Media
2021.07 - 2024.01
  • Employed comprehensive benchmarks to establish and monitor customer service standards
  • Managed department call volume of 30 calls per day and coordinated department schedules to maximize coverage during peak hours
  • Maximized productivity by optimizing team coverage hours for customer support personnel to meet organizational and operational objectives
  • Managed incoming company-wide support tickets through Intercom software
  • Fielded all incoming calls during my coverage hours from the Support phone line
  • Filed and managed bug tickets through JIRA while being the liaison between our clients and the Engineering team until satisfactory resolution of the ticket
  • Developed a retention strategy that saved 70% of all incoming churn requests from accounts >$500MRR
  • Generated status and performance reports to facilitate continuous improvement
  • Discovered and resolved complex customer issues to reduce negative impact to business outcomes
  • Drove improvement for the customer support team by identifying enhancements and forwarding suggestions to senior leadership
  • Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback

Remarketing Inventory Coordinator

Enterprise Holdings
2012.09 - 2021.06
  • Conducted in-depth inspections of vehicles to identify damage, missing parts, and mechanical issues
  • Took photos of all damaged areas to include with vehicles' condition reports after inspection and submitted to supervisor
  • Reviewed vehicle repairs to check work for quality and assess whether services performed were within acceptable quality and safety guidelines
  • Test drove vehicles following repair work to check for any remaining issues
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
  • Performed full inventory counts every 2-3 days
  • Prepared purchased vehicles and completed final delivery checks

Retail Cashier

Sears Holdings
2008.08 - 2012.09
  • Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes
  • Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions
  • Maintained presentable customer areas with diligent cleaning and proactive recovery management.
  • Increased sales by offering advice on purchases and promoting additional products
  • Greeted all customers warmly to build welcoming and positive atmosphere within store
  • Mentored new team members on sales software system operation
  • Answered questions about store policies and addressed customer concerns
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance
  • Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance
  • Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records

Education

High School Diploma -

Oceanside High School
Oceanside, CA
06.2009

Skills

  • Excellent Customer Service
  • Key Stakeholder Relationship Building
  • Customer Experience Advocacy
  • Empathetic Written/Verbal Communication
  • Multitasking professional
  • Compassionate Support Leader

TECHNOLOGICAL PROFICIENCIES

Salesforce, Confluence, JIRA, Intercom, Asana, Trello, Microsoft 365, G Suite, and SendGrid

Timeline

Customer Support Manager

RIAH Media
2021.07 - 2024.01

Remarketing Inventory Coordinator

Enterprise Holdings
2012.09 - 2021.06

Retail Cashier

Sears Holdings
2008.08 - 2012.09

High School Diploma -

Oceanside High School
Nicholas Zeimet