Nikki Patterson
Linkedin.com/in/nikkir-patterson/
Summary
Strategic and results-driven professional with 7+ years of experience in client relations, operations management, and cross-functional collaboration. Proven ability to design scalable workflows, resolve complex client issues, and drive efficiency. Passionate about building trusted client partnerships and improving operational performance through process innovation.
Overview
11
11
years of professional experience
Work History
Client Relations Manager
Kittenish
Nashville, TN
01.2020 - Current
- Collaborate across multiple departments to address product and shipment matters, including discrepancies, replacements, damages, and international shipments
- Maintain CRM database to enhance performance, resolve client complaints, and ensure satisfaction
- Oversaw the adoption of a customized AI-powered support system, resulting in a total self-service rate of 73% and a total of 2,500 deflected tickets
- Monitor real-time queues, prioritized high-risk transactions, and managed fraudulent activity within chargeback cycle regulations
- Implemented procedures to track all e-commerce RMAs, ensuring all returns are processed and reports are available to identify returns metrics to decrease return rate per SKU
Business Operations Associate
Elan
Nashville, TN
03.2017 - 01.2020
- Supervised daily operations, overseeing staff training, supply ordering, and receiving to ensure operational efficiency
- Streamlined outreach and re-engagement for current accounts, coordinating with various departments to enhance client relationships
- Conducted market analysis through monitoring internal and external consumer trends to optimize product offerings, increasing product sell-through rate by 43%
- Promoted process improvement plans and introduced problem-solving resolutions to create standard procedures and policies for operational processes and client management
Operations Coordinator
Kirkland’s
Brentwood, TN
05.2015 - 03.2017
- Liaised between management, buyers, and external clients to ensure accurate updates of all PO changes
- Utilized IDA, CSI, Zendesk, and NetSuite to streamline operations and enhance service delivery
- Resolved high-level disputes efficiently and in accordance with company policy and procedure
- Cultivated strategic relationships with industry professionals, department heads, and key vendors to enhance collaboration and networking opportunities
Education
Bachelor of Science (B.S.) - Mass Communications
Middle Tennessee State University
Murfreesboro, TN05-2015
Skills
- Client Relations
- Customer Experience
- CRM Systems
- Strategic Planning
- Process Improvement
- Workflow Optimization
- Cross-Functional Collaboration
- Data analysis
- Problem-Solving
- Conflict Resolution
Timeline
Client Relations Manager
Kittenish
01.2020 - Current
Business Operations Associate
Elan
03.2017 - 01.2020
Operations Coordinator
Kirkland’s
05.2015 - 03.2017
Bachelor of Science (B.S.) - Mass Communications
Middle Tennessee State University