Nichole Antonucci
Summary
Customer Experience & Escalations Leader |Driving Resolution, Process Improvement, and Brand Integrity.
Experienced in leading high-impact escalation teams, resolving complex customer concerns, and streamlining workflows to enhance experience and efficiency. Skilled in cross-functional collaboration, crisis response, and continuous improvement initiatives. Strong advocate for both customers and frontline teams, with a focus on brand protection, team development, and delivering measurable results. Calm under pressure, clear in communication, and committed to creating solutions that stick.
Overview
17
17
years of professional experience
Work History
Escalation Manager
Dutch Bros Coffee
09.2022 - Current
- Directed Customer Experience & Escalation teams for timely issue resolution
- Developed escalation workflows, SLAs, and crisis response protocols
- Served as executive escalation contact and cross-functional liaison
- Maintained agent training, knowledge base, and QA processes
- Analyzed trends to drive process improvements and risk mitigation
- Managed staffing, after-hours coverage, and performance tracking
- Created knowledge base workflows and illness/incident response processes
- Led weekly performance reporting and interdepartmental communication
- Certified New Operator Trainer
Customer Experience Lead Escalation Specialist
Dutch Bros Coffee
06.2022 - 08.2022
- Handled escalated and high-sensitivity customer interactions via phone, chat, and email
- Partnered with internal departments to troubleshoot and resolve technical issues
- Developed training guides, KB articles, and onboarding materials for Escalation reps
- Identified recurring issues and worked proactively with HQ teams to resolve root causes
- Cross-trained in Social Engagement, Technical Support, and Tier 2
- Customer Experience
Customer Experience I & II
Dutch Bros Coffee
06.2020 - 06.2022
- Delivered exceptional customer service across multiple channels
- Excelled in fast-paced service environments, meeting and exceeding performance metrics
- Communicated time-sensitive updates regarding closures and escalations
- Recognized as a high-achieving contributor; cross-trained across multiple CE functions.
Recovery Specialist Manager
Performant Recovery
10.2008 - 06.2017
- Created talking points for scripted calls
- Utilized skip tracing techniques to recover past-due balances effectively.
- Managed sensitive customer interactions, emphasizing de-escalation and conflict resolution.
- Customized repayment strategies to accommodate individual circumstances during high-stress conversations.
Education
Mental Health First Aid Certified - Mental Health
Mental Health First Aid
08-2023
Skills
- Escalation and Crisis Management
- Risk Assessment, Brand Protection & Mitigation
- Strong Communication Skills
- Service level agreement enforcement
- Team leadership and coaching
- Zendesk expertise
- Workday and Paytronix proficiency
- Workflow development and documentation
- Cross-functional collaboration
- Brand protection strategies
- Customer advocacy initiatives
- Data analysis and reporting
- Quality assurance
- Performance metrics
- Process improvement
- Coaching and mentoring
- Conflict resolution
- Spreadsheet tracking
- Complaint investigation
- Reporting and documentation
- Goal setting and achievement
- Quality assurance oversight
- Policies and procedures adherence
- Conflict mediation
- Customer experience
- Team leadership
- Interdepartmental communication
- Knowledge base development
Accomplishments
- Earned several performance stock grants for my work in Crisis and Escalations
Websites
Languages
English
Professional
References
References available upon request.
Timeline
Escalation Manager
Dutch Bros Coffee
09.2022 - Current
Customer Experience Lead Escalation Specialist
Dutch Bros Coffee
06.2022 - 08.2022
Customer Experience I & II
Dutch Bros Coffee
06.2020 - 06.2022
Recovery Specialist Manager
Performant Recovery
10.2008 - 06.2017
Mental Health First Aid Certified - Mental Health
Mental Health First Aid
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