Nicholas Awrey Email & Phone Number

Chicago, IL, US

• Coordinate and facilitate major project launches from Discovery to 'Go Live' date including UAT and production testing.
• Work with 3rd party to ensure smooth completion of projects and expected due dates.
• Vetted new 3rd party software to see if it aligns with company and department goals.
• Bridge between Engineering team and other departments, helping both sides understand project goals and deliverables and ensure smooth process throughout.
• Creates tickets in Jira for Engineering Team to complete tasks needed for larger project launches.

• Created Training Role for company to facilitate new and ongoing Training of the Support Team.
• Responsible for keeping all Training materials for the Support Department and company update via Guru
• Defacto Manager for new hires through first 3 weeks of training
• Facilitated reporting and updates to Operation Managers

Chicago, Illinois, United States

• Consistently engages team with various activities and projects, daily stand-ups, weekly meetings, and monthly professional development discussions- which directly led to a voluntary retention rate of 95% since 2020.
• Leads the training and teaching of company policies and guidelines to Customer Service Managers and new team members. This was instrumental in growing the team quickly and effectively in 2023
• Creates, maintains and iterates new hire onboarding for 11 team members in the last year.
• Constantly exceeds KPI goals 8 quarters in a row
• Creates and implements a Quality Assurance process, which was used to monitor over 2,000 contacts since August 2020. This enables us to provide better training for coaching conversations and identify pain points for.
• Instrumental in finding, testing and implementing new Work Force Management software that eliminated the other process and saved our team 1 hour a week in creating schedules it saved an additional 2-3 hours a week in.

• Created and implemented a customer satisfaction follow-up process that helped retain hundreds of frustrated customers, active since 2020
• Updated and implemented an onboarding program for new hires in 2019. This streamlined the onboarding process making it more effective and efficient by documenting all onboarding procedures, taking real time feedback.
• Worked 1-1 with at risk employees to help improve performance with a 50% success rate and one employee being promoted within a year of the plan being implemented. The industry average is 10%.
• Drove procedural and process improvements by meticulously analyzing and reporting individual performance through Voice of Customer sessions which eliminated pain points, enhanced training strategies, and optimized the.
• Key decision maker on the hiring process. Doubled team growth in 2 years

Greater Chicago Area

• Exceled with in-depth support to team and users via Desk, Zendesk, and Intercom answering phones, emails, and chats
• Proficiently resolved over 20,000 customer inquiries with a 97% satisfaction rating- exceeding the company goal.
• Sole employee responsible for the launch of new company product and retention of feedback for that product to management

• Organized the relaying of company procedures and culture in call center environment
• Improved upon training sessions to aide in customer satisfaction and reduced branch error rate
• Engaged training classes of up to 12 employees for full day onboarding events