Nichole Kelly
NORTH SMITHFIELD,RI
Summary
Customer Support Manager with a proven track record at Schneider Electric, excelling in customer satisfaction and team leadership. Expert in escalation handling and effective communication, driving successful resolutions and compliance audits. Adept at training and mentoring, ensuring high-quality support and fostering strong customer relationships.
Overview
27
27
years of professional experience
Work History
Customer Support Manager
Schneider Electric
07.2014 - Current
- Assisted team in resolving customer inquiries and issues effectively.
- Collaborated with both GCS/R&D teams to understand service offerings.
- Drove customer escalations to resoltu9ion by engaging directly with clients
- Lead HOT car weekly meetings with R&D and GCS
- Participated in weekly RID meeting to ensure accurate and sufficient information is collected for R&D to begin addressing the issue.
- Participated in PASCoS audits to ensure compliance
Customer Support Engineer(s)
Schneider Electric
09.1998 - 07.2014
- Deliver expert end-to-end troubleshooting support to customers.
- Conduct training sessions on new product offerings for colleagues.
- Lead customer support center audits through to successful certification.
- Participated in New Product Introduction (NPI) meetings to represent Global Customer Support (GCS) needs and contribute to final product outcomes.
Education
Bachelor of Science - Electrical Engineering
Northeastern University
Boston, MA05-1998
Skills
- Customer Satisfaction
- Team leadership
- Effective Communications
- Training and mentoring
- Customer relationship management
- Escalation Handling
Timeline
Customer Support Manager
Schneider Electric
07.2014 - Current
Customer Support Engineer(s)
Schneider Electric
09.1998 - 07.2014
Bachelor of Science - Electrical Engineering
Northeastern University
Similar Profiles
Abhishek SinhaAbhishek Sinha
R&D Manager at AVEVA Group PLC, A Schneider Electric, Schneider Electric SoftwareR&D Manager at AVEVA Group PLC, A Schneider Electric, Schneider Electric Software
Süleyman KEYKUBATSüleyman KEYKUBAT
R&D Mold and Project Executive at GÜNSAN ELECTRIC (SCHNEIDER ELECTRIC)R&D Mold and Project Executive at GÜNSAN ELECTRIC (SCHNEIDER ELECTRIC)
Enrique DiazEnrique Diaz
Logistics Shipping Coordinator at Schneider ElectricLogistics Shipping Coordinator at Schneider Electric
Nathan ZubaNathan Zuba
Senior Consultant at Booz Allen Hamilton, Inc.Senior Consultant at Booz Allen Hamilton, Inc.
Laura MolloyLaura Molloy
Online Store Owner at Self-EmployedOnline Store Owner at Self-Employed