Years of Relevant Experience
Nickko Nunez
Pittsburgh,PA
Summary
Senior Customer Success and Support executive with extensive leadership experience managing large, global customer support operations of 165+ agents, including remote and BPO teams. Specialized in optimizing customer experiences, reducing churn, and significantly improving key performance metrics (CSAT, NPS, FCR). Expert in AI-driven digital service delivery, escalation management, quality assurance, SLA compliance, and strategic CX planning.
Overview
12
12
Work History
Sr. Manager of Customer Experience
StyleSeat
01.2023 - 01.2025
- Managed customer support and success team of 45+, including remote and offshore/BPO agents
- Reduced churn dramatically (8.9%→0.98%), significantly raised CSAT (32%→60%)
- Implemented AI tools (Forethought, Vitally.io), reducing ticket volume by 40% and increasing self-service by 40%
- Introduced structured onboarding and webinars, improving feature adoption by 20%; reduced first response times (16 hrs→58 secs)
Senior Account Executive
Vivint SmartHome
01.2020 - 01.2023
- Achieved top 10% sales performance, generating $719K monthly recurring revenue, totaling over $8M in sales
- Enhanced customer retention through tailored, consultative selling approaches
- Awarded President’s Club recognition for exceptional sales performance
Sr. Manager of Customer Care
Protect America
01.2018 - 01.2020
- Led a large customer care operation of 165+ agents, including BPO teams, improving critical CX metrics (CSAT +5.6%, FCR +5%, NPS +11.8%)
- Enhanced operational efficiency, reducing average call times by 1.5 mins and secured BBB accreditation (D→A)
- Recognized by Newsweek for 'Best Customer Service' among leading home security companies
Customer Care Operations Manager
Protect America
01.2013 - 01.2017
- Created 'Echo' internal help center, streamlined issue resolution and support workflows
- Oversaw training, hiring, and career development programs for customer support teams
Education
McCoy College of Business
Texas State University
San Marcos, TXSkills
- Customer Success Management
- Support Operations Leadership
- Digital Service Delivery
- BPO & Offshore Operations
- Performance Management
- Escalation & Crisis Management
- Retention & Churn Reduction
- SLA & KPI Achievement
- Quality Assurance & CX Metrics
- CRM & Salesforce Optimization
- AI & Chatbot Integration
- Customer Journey Mapping
Awards
- President’s Club
- Top Gun Award
- Best Customer Service – Home Security (Newsweek, 2019)
Hobbies and Interests
- AI in CX
- Golf
- Chess
- Spirituality
- Antique Cars
- Historical Castles
Personal Information
Title: Sr. Manager | Success, Support & Digital Service Delivery
Timeline
Sr. Manager of Customer Experience
StyleSeat
01.2023 - 01.2025
Senior Account Executive
Vivint SmartHome
01.2020 - 01.2023
Sr. Manager of Customer Care
Protect America
01.2018 - 01.2020
Customer Care Operations Manager
Protect America
01.2013 - 01.2017
McCoy College of Business
Texas State University
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