Nicholas Hankoff Email & Phone Number

Fort Wayne, IN, US

Fort Wayne, Indiana, United States

Providing the Sweetwater difference one customer at a time.

Fort Wayne, Indiana, United States

• Shifted our customers from a 100% email-based support platform to a chatbot that took over 90% of customer inquiries.
• The chatbot consistently hit a containment rate above 60% and even as high as 70%, empowering our users with self-led learning and freeing up our agents to build their strengths.
• I wrote, edited, tested, and updated scores of intents and rules for our chatbot, including flows that were urgent and time-sensitive.

Fort Wayne, Indiana, United States

• Created work process documents complete with screenshots, flowcharts, and videos illustrating how to respond to common customer inquiries. built and maintained a library of internal resources on Confluence.
• Transferred and reformatted all of the above into to a new knowledge base integrated with our customer support chat software.
• Communicated to teams of agents in a standardized way in collaboration with Training and Quality Assurance teams.
• Produced 40 issues of the weekly Customer Experience Newsletter that allowed knowledge sharing to flow and a culture of learning to grow.

Fort Wayne, Indiana, United States

Started with a customer experience team of just 30 reps tackling a backlog of over 125,000 tickets (many cases dating back a year). I specialized in crypto and compliance issues, reaching a rate of over 100 tickets processed (not just touched) per day. Customer satisfaction didn't just improve, it was transformed.

Fort Wayne, Indiana, United States

In addition to writing under my own byline for The Advocates for Self-Government, Daily Caller, the American Conservative, and Mises.org, I ghostwrote (and handled social media production) for leading organizers and activists.

Greater Los Angeles Area

I helped write and edit scripts for reporters and assisted in video recording and editing. Work was completed both in the office and on-location for wildfires and other local newsworthy events.

Greater Los Angeles Area

I wrote, edited, and published breaking news throughout the 2016 presidential election cycle. I conducted interviews for stories at NASA's Jet Propulsion Laboratory and also conducted man-on-the-street livestream reports around Los Angeles.

Los Angeles

From the front desk to backstage, from the set up to the tear down, I interfaced with hundreds if not thousands of people in a loud setting. I provided VIP service to celebrities and special guests. I also provided security and answered phone and email intakes.

Los Angeles, California, United States

As a news editor, I helped to build a contributor network and edit written content. I also wrote original articles and managed internet and social media marketing daily.

UCLA

operations, event management, security

Los Angeles, California, United States

I helped fundraise and maintain relations with members. Additionally, I assisted in event organizing, contributed news articles, and co-hosted a podcast.

West Hollywood

Personal assistance, fundraising, donor relations, events, appearances, social media

Los Angeles

serving, accounting, inventory

Hawthorne, CA

Instructor, tutor, counselor, liaison to administration, parents, faculty, business leaders, ran classrooms of 30 4th graders

Education record

I studied advanced creative writing, anthropology, and statistics.

High School Diploma

Education record