Nick Hankoff
Fort Wayne,IN
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist &Gear Exchange Administrator
SWEETWATER SOUND
11.2023 - Current
- 600+Sales Engineers and CS Agents call on me to de-escalate customers in real-time
- Use telephone, online chat, and email platforms to deliver outstanding customer service.
- Fast, but never rushing, Imanage dozens of service, shipping and other tickets daily
- I train individuals to stage experiences that benefit customers and colleagues
- To keep NPS scores above 90, Ido the right thing and go above and beyond
- White glove, rapid change management for Gear Exchange sharpens my bug triage skills.
Knowledge Management Specialist &Chatbot Developer
BINANCE.US
05.2021 - 11.2023
- Created multimedia work process documents
- Built a knowledge base library integrated with customer chat software
- Produced 40 issues of the weekly Customer Experience Newsletter
- Shifted our customers from a 100%email-based system to one run 90%via chat
- Trained our NLP rules-based chatbot, holding a containment rate of at least 65%
- Decimated a 125k+ticket backlog, winning back customer trust working 100 cases a day.
- Worked with internal staff to process documents and sent for closing.
Contributor and developer
INDEPENDENT WRITING AND EDITING
02.2011 - 05.2021
- Contributor and developer for Antiwar.com, Tenth Amendment Center, Mises.org, Advocates for Self-Government, and more.
- Collaborated with other writers for new ideas and strategies.
Web News Editor &TV Production Assistant
T&RPRODUCTIONS | RTAMERICA
10.2015 - 12.2019
- Under tight deadlines wrote/edited TV scripts for reporters and assisted in video production
- Conceptualized, pitched, assigned and monitored stories from origination to publication.
- Conducted interviews on-location for wildfires, protests, and other high-stress environments.
Customer Support &News Editor
VOICES OFLIBERTY| SOCIALPROGRAMMINGNETWORK
11.2014 - 07.2016
- Customer support included retaining paid subscribers
- Managed Facebook and Twitter accounts with over 500k followers, including Ron Paul’s.
Education
Advanced Creative Writing, Anthropology -
American River College
Sacramento, CASkills
- Request management
- CRM Software
- Trend Monitoring
- Client Advocacy
- De-Escalation Techniques
- Call Documentation
- Order Processing
- Direct Sales
- Customer Service
- Needs Assessment
- Customer Relations
- Order Fulfillment
References
- Sweetwater Sam Ahlersmeyer, (440) 823-0793
- CEO of Advocate Financial Benjamin Becker, (260) 241-6010
- Quality Programs Manager for Samsara Frida Dolan, (803) 626-3356
- Customer Experience Program Manager for Binance.US John Raycro, (936) 223-1743
- Global Head of Customer Experience for Galaxy Becky Wilkins, (302) 561-5780
Certification
- Licensed Insurance Agent, Accident, Health, Life, Variable Life & Variable Annuities
- Certified Bitcoin Professional - Dec 2023
Timeline
Customer Experience Specialist &Gear Exchange Administrator
SWEETWATER SOUND
11.2023 - Current
Knowledge Management Specialist &Chatbot Developer
BINANCE.US
05.2021 - 11.2023
Web News Editor &TV Production Assistant
T&RPRODUCTIONS | RTAMERICA
10.2015 - 12.2019
Customer Support &News Editor
VOICES OFLIBERTY| SOCIALPROGRAMMINGNETWORK
11.2014 - 07.2016
Contributor and developer
INDEPENDENT WRITING AND EDITING
02.2011 - 05.2021
Advanced Creative Writing, Anthropology -
American River College