NICK AYERS

· Managed team of 9–13 technicians, achieving consistent performance and high-quality customer interactions.

· Conducted quality assurance reviews on support cases, providing targeted coaching and feedback.

· Resolved escalated customer issues, ensuring high-quality service to our valued Partners and End Users.

· Collaborated with peers and leadership on process improvements and strategic initiatives.

· Facilitated talent development through effective hiring, onboarding, and career progression strategies.

· Created and managed reports in Salesforce and Excel to enhance Tableau analytics capabilities.

· Built and maintained Tableau dashboards to monitor departmental performance and customer satisfaction.

· Led stakeholder meetings to communicate updates on performance against health metrics.

· Successfully integrated newly acquired Support Team by leading the development of training documentation and standardizing operational processes to ensure a seamless transition and consistent service delivery.

· Designed and implemented an internal technical feedback loop to foster continuous improvement and facilitate knowledge transfer from tenured technicians to peers, enhancing team performance and operational efficiency.

· Collaborated on process flow, requirements, and UAT for new AI Search functionality for our Technical Search leading to a sustained 15% drop in case volume through self service.

· Conducted targeted interviews for technician, lead, and manager roles to support strategic hiring and foster a cohesive, high-performing team culture.

• Led efficiency initiatives that improved customer experience and strengthened alignment with internal partners.
• Coached technicians on case management and communication, enhancing their time prioritization skills.
• Streamlined daily operations and resource allocation, ensuring adherence to service-level commitments.
• Developed operational reports that identified trends, supporting data-driven leadership decisions.
• Participated in hiring and talent evaluation to build a cohesive, high-performing team.

• Managed and developed team of network support technicians across chat, email, and phone channels to enhance service delivery.
• Managed and participated in our Consumer Retention Project, helping restore a positive customer experience with our most passionate customers.
• Launched a cross-functional outreach program addressing undocumented product issues, improving resolution rates.
• Built KPI scorecards and Oracle Service Cloud reports to translate goals into measurable team metrics.
• Designed and refined escalation processes for consistent, predictable customer experiences.
• Led cross-departmental projects targeting operational efficiency and customer satisfaction, resulting in streamlined processes.