Nick Inferrera
Los Angeles,CA
Summary
Customer Support Operations leader with more than 15 years shaping service operations driving performance and improving customer experience across SaaS telecom and enterprise environments. I specialize in evaluating support workflows translating data into insights and building scalable processes that help teams work smarter and respond faster. My background blends customer facing leadership technical systems understanding and hands on process design which allows me to connect frontline operations with strategic business goals. I work closely with Support Success Product and Engineering teams to refine tooling streamline workflows and elevate both agent and customer experience. I bring a high degree of ownership analytical thinking and a steady approach to building structures that scale in high growth environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead Customer Experience Manager
Verizon
11.2022 - Current
- Own key support metrics including response times CSAT resolution accuracy and case flow trends using these insights to highlight issues and recommend improvements
- Partner with cross functional teams including Engineering Product Sales and Customer Success to address systems issues improve workflow handoffs and refine customer journey outcomes
- Lead support operations initiatives such as SOP redesign workflow standardization and onboarding optimization creating cleaner processes that reduce friction and scale with volume
- Serve as a power user of CRM and support tools defining requirements identifying gaps and supporting configuration and testing needs during updates or process changes
- Drive operational readiness by coaching specialists on troubleshooting data accuracy customer communication and process adoption
- Manage complex escalations involving data integrity setup errors feature issues or workflow breakdowns ensuring a fast path to resolution and clear visibility for leadership
- Improve agent efficiency by redesigning case flows reducing redundant steps and increasing predictability across customer channels
Senior Customer Experience Manager
Spectrum
07.2022 - 11.2022
- Led support operations for enterprise customers coordinating system readiness data validation and workflow preparation ahead of activation
- Analyzed onboarding and support performance metrics to identify patterns and propose operational improvements
- Developed documentation training material and internal playbooks that increased accuracy reduced errors and improved team efficiency
- Acted as a partner to Sales Success and technical teams ensuring alignment on customer requirements data needs and configuration timelines
Customer Experience Manager
T-Mobile
12.2015 - 12.2020
- Managed customer onboarding support delivery and day to day service operations for large customer segments
- Designed workflows intake templates and support guides that improved activation times and strengthened customer readiness
- Conducted performance reviews and training sessions to improve communication accuracy and customer satisfaction
- Used support data to identify friction points collaborate with internal teams and guide operational adjustments that lifted overall performance
Customer Experience and Operations Manager
Forever 21
01.2015 - 12.2015
- Led front of house and customer support processes ensuring fast accurate and consistent service in a high traffic environment
- Reviewed service feedback trends and developed workflow adjustments that reduced repeat issues improved employee response times and increased customer satisfaction
- Managed escalated service challenges guiding the team on communication standards recovery techniques and policy clarity
- Created training content and operational procedures that raised service consistency and helped new employees ramp faster
- Collaborated with Loss Prevention Inventory and Operations teams to reduce bottlenecks improve data accuracy and streamline back end processes that impacted customer experience
Hiring/Floor Manager
Jimmy Buffett's Margaritaville
03.2011 - 12.2014
Retail Sales Consultant
AT&T Wireless
06.2009 - 11.2009
Education
High School Diploma -
St. Louis High School
Honolulu, HI12.2006
Bachelor's - Kinesiology/Exercise & Sports Science
University of Hawai'i
Honolulu, HI12.2013
Business Management -
Azusa Pacific University
Azusa, United States01.2008
Skills
- Customer Support Operations
- SaaS workflow design and optimization
- Support tooling administration and requirements
- Performance metrics reporting and KPI tracking
- Cross functional partnership and stakeholder alignment
- Process automation and workflow mapping
- Ticketing system expertise including Salesforce Zendesk and Freshdesk equivalents
- Data analysis forecasting and operational insights
- AI assisted support strategy
- Escalation management and customer journey improvement
- Project management and initiative ownership
- Team training coaching and operational readiness
Certification
- CompTIA - A+
- CompTIA - Sec+
- CompTIA - Network+
Timeline
Lead Customer Experience Manager
Verizon
11.2022 - Current
Senior Customer Experience Manager
Spectrum
07.2022 - 11.2022
Customer Experience Manager
T-Mobile
12.2015 - 12.2020
Customer Experience and Operations Manager
Forever 21
01.2015 - 12.2015
Hiring/Floor Manager
Jimmy Buffett's Margaritaville
03.2011 - 12.2014
Retail Sales Consultant
AT&T Wireless
06.2009 - 11.2009
Bachelor's - Kinesiology/Exercise & Sports Science
University of Hawai'i
Business Management -
Azusa Pacific University
High School Diploma -
St. Louis High School