Nicolas Stratton

• Freelance and consulting work in technology, process automation and digital marketing.
• Developed strategies for building income, distribution models and customer acquisition plans.

Directed an award-winning global customer operations team for Constant Contact, Retention Science, and SharpSpring brands. Led team of 100+ global employees in supporting a variety of marketing, eCommerce and customer care initiatives for a range of customers and clients; includes:

• Voice-of-the-Customer (VOC) programs, reporting, bug fixes and product excellence.
• Advanced tier 2 and tier 3 Technical support, incident management, and product usability.
• Expert driver of customer satisfaction (CSAT), retention initiatives, net promoter scores (NPS), first contact resolution (FCR), customer effort scores (CES), service levels and occupancy.
• Produced savings of over $4 million over 2 years with strategic global outsourcing plan that challenged vendors, contracts and contact center functional mix.
• Orchestrated alignment of work systems, company policies, and technology of acquisition businesses SharpSpring.com (sales and marketing automation CRM) and RetentionScience.com (eCommerce + artificial intelligence + machine learning).
• Change coordinator and approver for Salesforce development for Constant Contact customer operations and Zendesk admin for SharpSpring and Retention Science brands.

Directed technical support operations, customer care operations, vendor management, high-value customer success programs, and cross-functional leadership with engineering, product and sales.

• Amplified results of support organization handling 50K+ omni-channel client interactions monthly to accelerate world class customer experiences, revenue, and customer success programs.
• Implemented optimized hiring processes, scalable performance management systems, and transparently measured successful continuous improvement of business KPI’s and OKR’s in five years.
• Transformed Support with cross-sell training, diversifying skills and providing customers new options for $2.4 million annual revenue contribution.
• Executed technology improvements, streamlined processes, and a consistent performance management model to influence an 11% reduction in AHT and significant cost savings.
• Conducted site visit, inspection, team building and training for BPO vendor in Mangalore, India.

• Organized a strategic initiative to improve chat support customer satisfaction through product and portal enhancements, boosting customer service KPI’s by 5% while increasing volume strategically by 35%.
• Implemented an upsell component to customer engagement model, leading to $1+ million in revenue.
• Lowered employee turnover by 5% in 1 year with focus on leadership training, an inverted pyramid philosophy and aligned career progression plan to further engage and retain employees.

• Slashed escalation rate from Level 1 teams to Level 2/3 teams by 5% through technical training.
• Led sophistication of support strategy for high value technical partners using developer API.

• Implemented Glance Products as screen sharing functionality to drive efficiency and improve customer experience. Resulted in sustained CSAT increase of 2% when Glance utilized.
• Developed new customer satisfaction survey in Qualtrics to increase visibility of product defects leading to improved bug resolution of new product features.
• Analyzed data to identify opportunities for improving support levels.

• Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures.
• Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.