Nick LaBeau
Inver Grove Heights
Summary
Results-driven Senior Technical Service Manager with a track record of exceeding performance expectations through efficient task execution and strategic problem-solving. Expertise in corporate staffing, technical systems implementation, and long-term account management. Proven ability to lead and train teams across the globe, fostering a motivated work environment, while maintaining high service standards. Strong communication and adaptability skills enhance project outcomes and client relations.
Overview
11
11
years of professional experience
Work History
Sr. Technical Service Manager
Sense
01.2022 - Current
- Led team of customer service representatives in troubleshooting and resolving issues.
- Served as escalation point for customer concerns, delivering executive-level updates.
- Established and monitored service level agreements to ensure compliance with company standards.
- Trained new team members while updating current staff on product enhancements.
- Managed Zendesk ticketing system, ensuring effective setup of forms and automation triggers.
- Collaborated with executive leadership to define long-term team goals and priorities.
- Monitored KPIs including response time and resolution rate to assess performance levels.
Technical Service Representative
Sense
02.2021 - 01.2022
- Resolved product and service issues by clarifying complaints and identifying root causes.
- Selected and communicated optimal solutions, expediting adjustments and ensuring follow-up for resolution.
- Utilized Zendesk to track client tickets, maintain backend settings, and analyze performance metrics.
- Collaborated cross-functionally to address customer concerns and capitalize on opportunities promptly.
- Influenced product roadmap by analyzing customer trends and relaying insights to Product Management and Marketing teams.
- Managed multiple projects independently, meeting deadlines while communicating proactively to mitigate issues.
- Provided training and support for new CSR team recruits, enhancing team effectiveness.
- Engaged directly with high AAR clients to prioritize and consistently review pending items for Sense product.
Sr. Centralized Services Manager - Solutions Deployment Group
Staff Management
07.2018 - 01.2021
- Established systems for new offices, including StaffTrack.net and Microsoft Office products.
- Managed initiation of each Project Management Plan for new client implementations.
- Oversaw day-to-day execution of project plans while identifying process improvements.
- Cultivated relationships with internal departments and external vendors to meet business needs.
- Provided input to SDG Operations Director, Sales, and IT during new site implementation forms completion.
- Collaborated with onsite SDG Team to configure client-specific pay and scheduling in StaffTrack.net.
- Coordinated document creation and presentations for meetings across all SDG Team levels.
- Led special projects by managing a team to ensure successful implementation completion.
Vendor Manager
Staff Management
10.2016 - 07.2018
- Managed vendor relations, addressing field office concerns and communicating resolutions effectively.
- Scheduled quarterly reviews to ensure compliance with contractual obligations.
- Oversaw adjudication team operations, guaranteeing timely completion of background checks and drug tests.
- Audited and approved vendor invoices, resolving discrepancies and reconciling accounts annually.
- Provided pricing support for RFPs and verified contract language for service agreements.
- Configured new client sites with vendors to enable seamless onboarding processes.
- Reported on vendor performance metrics and site statistics for background screening and drug testing.
- Supported Centralized Services department by delivering additional assistance as needed.
Lead Solution Deployment Group Manager
Staff Management
06.2014 - 10.2016
- Implemented new staffing agency brand and established internal office at client site.
- Traveled to clients for training of long-term service teams.
- Provided operational insights and supported strategic plan development.
- Served as primary liaison for Account Director and client representatives on field issues.
- Guided managers through project implementation, ensuring compliance with company standards.
- Executed payroll, safety, training, audits, and compliance operations tasks.
- Facilitated specialized training for permanent management team members.
- Conducted interviews for Account Managers and Recruiters to assess high skill levels.
Education
High School -
Rancho Cucamonga High School
Rancho Cucamonga, CA01.2012
Skills
- Microsoft Office products
- Team building and training
- System management
- Interpersonal relations
- Vendor management
- Program management
- Process implementation
- Customer support
- Technical support
- Team leadership
- Zendesk and Jira proficiency
- SLA management
- Vendor relations
Remote
True
Personal Information
Authorized To Work: US for any employer
Accomplishments
- 2018 Service Team of the year for implementing a high value customer and onsite management
Timeline
Sr. Technical Service Manager
Sense
01.2022 - Current
Technical Service Representative
Sense
02.2021 - 01.2022
Sr. Centralized Services Manager - Solutions Deployment Group
Staff Management
07.2018 - 01.2021
Vendor Manager
Staff Management
10.2016 - 07.2018
Lead Solution Deployment Group Manager
Staff Management
06.2014 - 10.2016
High School -
Rancho Cucamonga High School
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