Nicole Reininger
Blanco,TX
Summary
Self-motivated and results-driven Customer Experience Manager with strong proficiency in customer systems, analytics tools, and engagement platforms used to improve service quality and customer satisfaction in a growing telecommunications environment. Known for measurable improvements in Net Promoter Score (NPS), CSAT, through customer journey mapping, feedback analysis, and planned customer outreach and support across all stages of their experience. Brings extensive training and experience in customer operations, office and distribution procedures, and cross-departmental collaboration. Adept at identifying pain points, resolving customer issues, and delivering clear, actionable insights that influence process improvements and business outcomes. Excels in communication, problem-solving, stakeholder engagement, and continuous improvement practices using proven CX frameworks such as the Six Principles and Four Pillars of CX.
Overview
36
36
years of professional experience
Work History
Customer Experience and Success Manager
GVTC
07.2022 - Current
- Led customer experience initiatives that improve satisfaction, and loyalty using NPS and event-based survey insights.
- Developed cross-functional strategies aligned with service, sales, marketing, network and business operations support delivering a consistent, scalable customer journey.
- Championed VOC advocacy through journey analytics and feedback programs.
- Monitored and improved key metrics (NPS, CSAT, event-based surveys) using data-driven insights and VOC analytics.
- Served as company-wide CX advocate, promoting a customer-first mindset across all levels and departments.
- Led cross-departmental adoption of CX standards to ensure alignment with long-term business goals.
Inventory Control Manager & OSS/BSS Network Lead
GVTC
03.2020 - 08.2022
- Directed enterprise inventory strategy, improving record accuracy and compliance across functions.
- Served as lead for OSS/BSS systems, coordinating with Network Operations to ensure seamless service order and fulfillment processes.
Manager, Service Support and Dispatch
GVTC
03.2004 - 03.2020
- Managed Service Center Level I & II teams, dispatch operations, and front-line support to ensure service consistency and goal alignment.
- Oversaw budget planning, performance scorecards, staffing analysis, and operational improvements.
- Designed training and developed tools to strengthen front-line service delivery and internal collaboration.
Facilities Assigner
GVTC
06.2000 - 03.2004
- Assigned network resources for FTTH, copper, and coax services; collaborated with Engineering and Field teams to support installations.
- Maintained critical infrastructure records and resolved technical discrepancies impacting customer service.
Various Roles
CPS Energy
06.1989 - 06.2000
- Held multiple roles including Dispatcher, Quality Control Clerk, and Scheduler supporting electric and gas service coordination.
- Interfaced with customers, they managed material orders and maintained scheduling systems.
Education
On-the-Job Training -
Telecommunications Industry
Skills
- Strategic Operations & Customer Engagement
- Voice of Customer Programs
- Budgeting, Forecasting & Scorecard Management
- Systems & Analytics Tools
- OSS Inventory Implementation
- Process Improvement & Change Leadership
- Cross-Functional Team Development
- Conflict Resolution & Empathy-Driven Support
- Customer Journey Mapping & Insights
- Net Promoter Score (NPS) & CSAT Optimization
Training
- Customer Journey Mapping – Internal Leadership Program
- Conflict Resolution & Escalation Management – In-house Training
- CX Metrics & Voice of the Customer – Vendor-Led Workshop
Timeline
Customer Experience and Success Manager
GVTC
07.2022 - Current
Inventory Control Manager & OSS/BSS Network Lead
GVTC
03.2020 - 08.2022
Manager, Service Support and Dispatch
GVTC
03.2004 - 03.2020
Facilities Assigner
GVTC
06.2000 - 03.2004
Various Roles
CPS Energy
06.1989 - 06.2000
On-the-Job Training -
Telecommunications Industry