Nickie Phillips
Windsor,CO
Summary
Customer focused SaaS professional with a strong foundation in support-led onboarding, technical guidance, and customer education. Experienced in removing adoption barriers, improving time-to-value, and partnering cross-functionally to help customers successfully implement and scale product usage.
Overview
9
9
years of professional experience
Work History
Customer Support Team Lead
Record360
Remote
04.2025 - Current
- Owned customer support operations end-to-end, including hiring, onboarding, training, and performance management.
- Acted as final escalation point for complex technical issues, coordinating cross-functionally with Engineering, Product, Sales, and Customer Success.
- Improved support efficiency by reducing first response time from 2 hours to under 15 minutes and full resolution time from 24 hours to 3 hours.
- Partnered cross-functionally to drive product adoption, retention, and customer experience improvements.
- Supported customers throughout onboarding and lifecycle to ensure rapid time-to-value and long-term success.
Senior Customer Support Specialist
Record360
Remote
12.2023 - 04.2025
- Led the team in tickets resolved while maintaining the fastest average resolution time.
- Handled high-volume, high-complexity cases, including advanced technical troubleshooting.
Customer Support Specialist
Record360
Remote
12.2021 - 12.2023
- Resolved a high volume of customer support tickets while consistently meeting SLA and quality standards
- Researched product issues, identified root causes, and guided customers through clear, effective solutions
- Documented detailed ticket notes and escalated bugs with clear reproduction steps and customer impact
Veteran Service Officer
Weld County Government
04.2018 - 12.2021
- Advocated for veterans and their families by preparing, filing, and appealing VA claims for disability, pension, education, and health benefits, leveraging Title 38 of the Code of Federal Regulations to submit evidence-based cases and overcome benefit denials.
Radiology Order Processor/Support
UC Health
Fort Collins, CO
07.2017 - 04.2018
- Evaluated imaging requests against departmental protocols and clinical indications to support accurate and effective diagnostic outcomes.
Skills
- Customer Enablement & Onboarding (SaaS)
- Support Operations & Team Leadership
- Technical Troubleshooting & Escalation Management
- Process Improvement & Workflow Optimization
- Cross-Functional Collaboration
- Customer Adoption, Retention & Experience
- Metrics, SLAs & Performance Optimization
- Documentation, Training & Knowledge Base Development
Timeline
Customer Support Team Lead
Record360
04.2025 - Current
Senior Customer Support Specialist
Record360
12.2023 - 04.2025
Customer Support Specialist
Record360
12.2021 - 12.2023
Veteran Service Officer
Weld County Government
04.2018 - 12.2021
Radiology Order Processor/Support
UC Health
07.2017 - 04.2018