Nicole Enos-Gerk
Las Vegas,NV
Summary
Dynamic customer service professional with extensive experience in optimizing client relations and operational efficiency. Proven success in managing cross-functional teams, enhancing service delivery, and implementing innovative solutions that drive customer satisfaction and organizational goals.
Overview
14
14
years of professional experience
Work History
Customer Care
Intouch CX
Las Vegas, NV
07.2025 - Current
- Provided customer support for Hyundai's connected car technology, resolving issues with remote features, app connectivity, and vehicle security to enhance user experience.
- Assisted users in activating, navigating, and troubleshooting Bluelink smartphone app and in-car features to ensure seamless usage.
- Resolved issues with remote commands, including lock/unlock and engine start.
- Managing account setup, subscription packages, and guiding customers through in-vehicle menu setups.
- Managing Automatic Collision alerts.
- Delivered customer support at Hyundai, addressing concerns and improving overall customer satisfaction.
Tele Ops Operator
Iconma
Las Vegas, NV
12.2024 - 06.2025
- Tested and operated the remote monitoring and control system for autonomous vehicles.
- Monitored autonomous vehicle operations.
- Responded to and managed critical mission needs.
- Assisted the fleet of vehicles by providing remote guidance in complex situations.
- Assisted in testing and data collection to validate system performance.
- Collaborated in fast-paced environment with cross-functional teams to support project goals.
- Partnered with SW, QA, and UX teams to enhance functionality of TeleOps Interface.
- Contributed to projects at Zoox, enhancing vehicle technology.
Autonomous Vehicle Operator, Command Center
MOTIONAL
Las Vegas, NV
04.2022 - 05.2024
- Operated and evaluated a self-driving vehicle in autonomous mode, including collecting data and providing timely and detailed ride reports for operations and engineering teams.
- Contributed to the achievement of the first 100% driver-less rides on the Las Vegas Strip.
- Maintained vehicle readiness through software and hardware testing and troubleshooting for autonomous vehicle operations.
- Launched over-the-air updates for vehicle routes and mapping, enhancing operational efficiency.
- Created SOPs for various roles within driver-less caravan to standardize processes and improve team coordination.
Captioning Agent
CAPTION CALL
Las Vegas, NV
03.2018 - 06.2022
- Delivered accurate captions for phone calls and live events, ensuring accessibility for diverse audiences.
- Transcribed spoken dialogue into accurate text captions for various media.
- Reviewed and edited captions for clarity and readability before final delivery.
- Utilized captioning software to create time-coded subtitles for video content.
Operations Manager
MR APPLIANCE
Las Vegas, NV
01.2017 - 03.2018
- Supervised multiple employee teams, planning and maintaining work schedules to ensure operational efficiency.
- Delivered customer service, managed dispatch, and handled bookkeeping for appliance repair company, enhancing overall service quality.
- Handled processing of customer appliance orders to ensure timely fulfillment.
- Streamlined processing of technician parts orders for equipment repairs, improving order accuracy and speed.
- Implemented software to automate inventory control.
- Leveraged software and apps to improve technician routing and efficiency.
Customer Support Manager
DIASEND
Chicago, IL
06.2012 - 12.2016
- Oversaw all aspects of daily operations including the customer service department, ensuring the company delivered the highest level of customer service possible.
- Supervised agents, providing training, coaching, and mentoring to enhance team capabilities.
- Optimized service procedures, resulting in improved customer satisfaction.
- Developed standard operating procedures to streamline customer support processes.
- Initiated the rollout of a new enterprise software solution to improve customer support efficiency and reporting.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Contributed to the growth of the company, more than doubling the number of accounts and employees.
- Coordinated tasks among multiple departments.
- Oversaw operations of diabetes management software company
- Handled processing of customer hardware orders
Command Center Lead
MEDIACOM
Des Moines, IA
- Managed call volumes and directed call center execution teams, achieving customer service level expectations.
- Increased efficiency of call handling by more than 25%.
- Created a multi-team response protocol for distressed response time, impacting issues by 30%.
- Forecasted trending of call patterns by queue and business unit using IEX software and Excel spreadsheets.
- Generated reports utilized in the decision-making process within the call center environment.
- Developed call center schedules that included time off requests, overtime, training, and meetings.
- Monitored real-time adherence and reported any issues to management.
- Communicated with center management on key aspects of center performance and deviations from expected results.
- Automated the creation and management of shift bids.
- Internet and Cable TV company
Office Manager | Dispatcher | Driver
MEDIA DISTRIBUTING
- Coordinated dispatch of drivers for contracted loads, ensuring timely deliveries.
- Facilitated on-time deliveries by operating routes in the absence of assigned drivers.
- Processed payroll and weekly invoices, supporting owner with administrative tasks.
- Prepared and filed all quarterly tax forms.
Education
DMACC -
Skills
- Customer Service Management
- Call center management
- Client / Partner / Stakeholder Engagement
- Ticketing experience
- Zendesk
- JIRA
- Customer Needs Analysis
- Troubleshooting
- Quality Assurance
- Training
- Coaching
- Mentoring
- Workforce Planning / Management
- Project Management
- Performance reporting
- Budgeting
- Forecasting
- Data Analyst
- Analytics
- Metrics
- Data collection analysis
- Risk Identification / Mitigation
- Compliance
- Legal / Regulatory Guidelines
- Standard operating procedures
- Software testing
- Cross-functional collaboration
- Incident Response Training
- Remote vehicle operation
- Team leadership
- Communication
- Employee Engagement
- Customer database systems
Timeline
Customer Care
Intouch CX
07.2025 - Current
Tele Ops Operator
Iconma
12.2024 - 06.2025
Autonomous Vehicle Operator, Command Center
MOTIONAL
04.2022 - 05.2024
Captioning Agent
CAPTION CALL
03.2018 - 06.2022
Operations Manager
MR APPLIANCE
01.2017 - 03.2018
Customer Support Manager
DIASEND
06.2012 - 12.2016
Command Center Lead
MEDIACOM
Office Manager | Dispatcher | Driver
MEDIA DISTRIBUTING