Hi, I’m
NICK NICHOLAS
Thornton,IL
Summary
Results-oriented professional with over 30 years of experience in leadership, operations management, customer service, and process improvement across diverse industries. Demonstrated success in high-pressure environments, handling customer inquiries, leading teams, and optimizing business processes. Skilled in managing customer relations using CRM tools like Salesforce and SAP, with proficiency in Excel for reporting and analytics. Seeking to leverage extensive skills and experience in a remote call center analyst/agent/manager role to drive success within a dynamic organization.a
Overview
39
years of professional experience
Work History
Wheels
Driver Services Associate I
03.2024 - Current
Job overview
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Artech LLC
Driver Tax Compliance Auditor
10.2023 - 01.2024
Job overview
- Delivered exceptional customer service for tax compliance inquiries in fleet management.
- Utilized CRM tools (Salesforce, SAP) to track and document customer interactions.
- Generated accurate taxable benefit reports using Excel to ensure compliance.
- Identified and recommended improvements to enhance customer satisfaction.
- Collaborated with internal teams to resolve escalated tax-related customer issues.
University of Chicago
Sr. Programmer Analyst
01.2000 - 01.2019
Job overview
- Managed project teams, overseeing resource allocation and maintaining strict timelines.
- Mentored junior developers, fostering a collaborative and high-performing team environment.
- Designed and implemented software solutions to improve operational efficiency.
- Conducted thorough testing and troubleshooting to ensure software quality and functionality.
- Provided technical guidance to staff on best practices and industry standards.
- Collaborated with stakeholders to define project requirements and deliver tailored solutions.
- Analyzed system performance and recommended enhancements to improve user experience.
Accenture
Sr. Process Engineer
01.1999 - 04.2000
Job overview
- Led a team of 4 engineers that provided consulting services to streamline client processes and improve productivity, and then developing and implementing the solutions.
- Implemented process improvements, reducing costs and enhancing operational efficiency.
- Collaborated cross-functionally to implement new strategies and solutions.
- Trained staff on optimized workflows and best practices.
Household Finance
Process Engineer
03.1998 - 03.1999
Job overview
- Reviewed and optimized operational processes to enhance productivity and minimize downtime.
- Collaborated with cross-functional teams to ensure effective process implementation.
- Analyzed operational data to identify inefficiencies and propose improvements.
- Developed and documented standard operating procedures (SOPs) for process optimization.
Whirlpool Financial National Bank
Operations Coordinator
08.1989 - 02.1998
Job overview
- Managed daily call center operations, ensuring high performance and policy adherence.
- Supervised agent performance, driving productivity and customer satisfaction improvements.
- Developed and conducted training programs to enhance team skills and service quality.
- Addressed escalated customer complaints, implementing solutions to improve satisfaction.
- Ensured compliance with all regulatory requirements and updated documentation.
- Integrated new technologies to streamline operations and improve efficiency.
- Monitored performance metrics, using data to inform continuous operational improvements.
- Collaborated with other departments to optimize workflows and enhance customer service.
- Provided direction and guidance to internal teams in order to achieve targets.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Best Western & Knights Inn
Night Auditor
01.1988 - 01.1989
Job overview
- Managed front desk operations, handling guest check-ins, check-outs, and reservation records.
- Ensured the safety and security of the premises during night shifts.
- Provided outstanding customer service, addressing guest inquiries and concerns promptly.
- Maintained accurate financial and operational records, preparing reports for the morning shift.
Old Kent Bank
Sr. Data Entry Operator
01.1987 - 01.1988
Job overview
- Ensured accurate data entry into banking systems while maintaining confidentiality and data integrity.
- Utilized Excel and online tools to organize, analyze, and report banking data.
- Verified the accuracy of data entered and performed routine quality checks.
- Assisted in data retrieval and report generation to support business operations.
Berrien General Hospital
Records Clerk
06.1986 - 08.1986
Job overview
- Provided administrative support, including scheduling appointments and managing medical records.
- Transcribed medical documents accurately, ensuring timely and precise record-keeping.
- Utilized medical terminology and transcription software to maintain accurate patient information.
- Maintained the confidentiality and compliance of medical records per healthcare regulations.
Education
Watervliet High School
High School Diploma
01.1986
University Overview
GPA: Top 10% of Class
Skills
- Proficient in client relations
- Team Leadership & Supervision
- Proficient in CRM systems
- Data management expertise
- Performance analysis and reporting
- Workforce skill enhancement
- Efficiency enhancement
- Compliance management
- User support and issue resolution
- Telecommunication technology solutions
- Quality improvement strategies
- Effective technology deployment
- Data Analysis & Reporting (Excel)
- Software Development & Programming
- Customer relationship development
- Process Optimization & Documentation
- Database Management & Reporting
- Skilled in developing automation scripts
Personal Information
Total Experience: Experienced and results-oriented professional with over 30 years in diverse industries, specializing in leadership, operations management, customer service, and process improvement.
Timeline
Driver Services Associate I
Wheels
03.2024 - Current
Driver Tax Compliance Auditor
Artech LLC
10.2023 - 01.2024
Sr. Programmer Analyst
University of Chicago
01.2000 - 01.2019
Sr. Process Engineer
Accenture
01.1999 - 04.2000
Process Engineer
Household Finance
03.1998 - 03.1999
Operations Coordinator
Whirlpool Financial National Bank
08.1989 - 02.1998
Night Auditor
Best Western & Knights Inn
01.1988 - 01.1989
Sr. Data Entry Operator
Old Kent Bank
01.1987 - 01.1988
Records Clerk
Berrien General Hospital
06.1986 - 08.1986
Watervliet High School
High School Diploma
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