Open To Work
Nikki Scaglione
Data Analyst, Technical Support, Customer Service
Remote,MI
Overview
19
19
years of professional experience
Work History
EV Concierge Advisor, Luxury Vehicles
General Motors
Remote, MI
02.2023 - Current
- Incorporates CRM tools to track and document client interactions while promoting the brands
- Continuous training every 2 months on industry trends and regulations to remain current
- Remains focused on dealer relationships and building the OneTeam relationship between dealers and EV Concierge: provided knowledge for next best direction for dealer contacts wherever possible, even if the topic was outside of EV Concierge visibility, to best assist
- Shares approved knowledge with dealers on enrollments and process changes to ensure satisfaction
Tech Support, Customer Service & Sales: Call Center
Asurion
Remote, MI
05.2022 - 02.2023
- Averaged 4-7 live chats at a time while selling a whole-home technology protection plan
- Assisted large volume of customers daily with primary chat support, and on phones while providing technical assistance for client Verizon Wireless, cellular network and devices
- Resolved concerns with products or services with 15% satisfaction over baseline
Team Manager, Production Nesting & Services
Concentrix
Remote, MI
07.2019 - 05.2022
- Developed a comprehensive training program for 25 new hires, resulting in higher employee retention rates and faster integration into the team
- Mentored 60+ junior staff members on best practices in production management, cultivating a skilled workforce capable of tackling complex challenges head-on
- Helped establish and maintain support processes and workflows to streamline issue resolution
Contractor: Global Search & Services Search Engine Assessor
Lionbridge
Remote, MI
10.2017 - 04.2018
- Evaluated search results and performed data analysis on dozens of websites to determine relevance to target audience
- Influenced process improvements for a suite of client applications and search engines
Supply Chain Assistant Parts Inventory - Short Term
XALT Energy
Midland, MI
12.2016 - 04.2017
- Optimized warehouse operations, resulting in 30% order fulfillment rate increases, and reduced order processing time
- Facilitated interdepartmental goal alignment across 3 teams within the organization, however: found the role outsourced to a contractual intern
Service Coordinator - Short Term
Arrow Uniform
Saginaw, MI
02.2016 - 08.2016
- Served as a primary point of contact for 50+ clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered
- Facilitated cross-functional integration of processes, systems, and procedural integration following an acquisition prior to absorption of the position: Short term reason
Dispatch Coordinator - Short Term
Shanks Trucking
Erie, MI
07.2015 - 10.2015
- Implemented supply chain and lane-rate analysis, to aid in booking, and dispatching trucks
- Short term reason: Praised for delivering satisfying results yet informed the small 4-person company experienced budgetary constraints and needed to cut the role
Call Center Customer Care Representative
La-Z-Boy Corporate
Monroe, MI
01.2015 - 07.2015
- Addressed warranty complaints and mitigated dissatisfaction by employing prompt and on-point solutions paired with a bright attitude
Logistics Planner - Short Term
Benore Logistic Company
Erie, MI
06.2014 - 10.2014
- Evaluated emerging technologies within the freight planning industry to assess potential benefits and calculate the feasibility of adoption for small family-owned business clients
- Hired with the understanding that the contract was settled, however client had yet to be approached, and were unwilling to collaborate, removing need for the position
Logistics Analyst
TMC: A Division of CH Robinson
Chicago, IL
09.2005 - 04.2014
- Won contract extension of temporary business added 3 months, and $60,000 in revenue
- Achieved delivery of successful $800,000 Proof-Of-Concept (POC) and won automotive client contract
- Evaluated risks associated with potential disruptions in the supply chain, implementing cost and time-mitigation strategies accordingly
Education
Associate of Arts - Business Administration
University of Phoenix
ChicagoHigh School Diploma -
Canton High School
Canton, MIWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
Timeline
EV Concierge Advisor, Luxury Vehicles
General Motors
02.2023 - Current
Tech Support, Customer Service & Sales: Call Center
Asurion
05.2022 - 02.2023
Team Manager, Production Nesting & Services
Concentrix
07.2019 - 05.2022
Contractor: Global Search & Services Search Engine Assessor
Lionbridge
10.2017 - 04.2018
Supply Chain Assistant Parts Inventory - Short Term
XALT Energy
12.2016 - 04.2017
Service Coordinator - Short Term
Arrow Uniform
02.2016 - 08.2016
Dispatch Coordinator - Short Term
Shanks Trucking
07.2015 - 10.2015
Call Center Customer Care Representative
La-Z-Boy Corporate
01.2015 - 07.2015
Logistics Planner - Short Term
Benore Logistic Company
06.2014 - 10.2014
Logistics Analyst
TMC: A Division of CH Robinson
09.2005 - 04.2014
High School Diploma -
Canton High School
Associate of Arts - Business Administration
University of Phoenix