Nicole Campbell
Anaheim,CA
Summary
Customer experience and support leader with 15+ years of experience building, scaling, and optimizing global support organizations. Expert in operational strategy, QA and training design, automation, KPI ownership, and cross-functional leadership within Saas, healthcare, education, and regulated environments.
Overview
9
9
years of professional experience
Work History
Customer Experience
Wellsync
04.2024 - Current
- Support patients and providers in a fast-paced startup healthcare environment.
- Serve as a cross-functional problem solver, supporting clinical, operations, and technical teams as needs arise.
- Build and document processes, SOPs, and internal workflows where none previously existed.
- Support early-stage operational needs by wearing multiple hats, including training, documentation, and quality feedback.
Director of Customer Support
Easton Technologies
02.2023 - 04.2024
- Led and scaled a global customer support organization of 70+ agents.
- Owned support strategy, operations, and performance metrics across high-volume trading platforms.
- Defined and monitored KPIs.
- Implemented automation, workflow optimization, and tooling improvements.
- Partnered cross-functionally with Product, Engineering, and Compliance to resolve systemic issues and improve customer outcomes.
Quality Assurance Manager
Renaissance Learning Inc. (Formerly Illuminate Education)
02.2021 - 01.2023
- Built and scaled QA and training departments from scratch.
- Designed performance frameworks, QA scorecards, and coaching models.
- Supported enterprise and public-sector SaaS customers.
- Increased CSAT in 90 days through targeted QA initiatives.
Senior Technical Support Specialist
Illuminate Education
04.2020 - 03.2022
- Delivered enterprise technical support and customer training.
- Created scalable documentation and internal resources.
- Collaborated cross-functionally to resolve complex product issues.
- Developed training materials to improve onboarding for new support staff, streamlining knowledge transfer.
- Facilitated cross-departmental workshops to enhance communication between technical support and development teams.
Customer Support Manager
Nations Information
01.2017 - 04.2020
- Enhanced client satisfaction by leading a team of 80+ remote agents.
- Increased staff product knowledge through effective training program implementation.
- Developed support protocols ensuring consistent, high-quality customer service delivery.
- Identified trends in customer feedback data, informing strategic service improvements.
Education
Bachelor of Arts - Business Administration And Management
Capella University
Skills
- High-Volume Customer Support Leadership
- Remote Global Team Management
- KPI & Performance Analytics
- AI & Automation
- Process Improvement & SOP development
- Cross-Functional Collaboration
- Support Operations and Strategy
- Escalation & Risk Management
Timeline
Customer Experience
Wellsync
04.2024 - Current
Director of Customer Support
Easton Technologies
02.2023 - 04.2024
Quality Assurance Manager
Renaissance Learning Inc. (Formerly Illuminate Education)
02.2021 - 01.2023
Senior Technical Support Specialist
Illuminate Education
04.2020 - 03.2022
Customer Support Manager
Nations Information
01.2017 - 04.2020
Bachelor of Arts - Business Administration And Management
Capella University