Nicholas Stephens Email & Phone Number

Oakland, Ca, Us

Oakland, California, United States

- Problem solved complex client ediscovery workflows and issues via email, phone, and screenshare, providing exemplary white-glove technical support to a wide range of legal professionals with a variety of technical backgrounds, from corporate counsel to small firms to government clients (attorneys, paralegals, project managers, litigation support managers).- Served as a point of contact for escalated client interactions.- Served as a voice and advocate for our clients within our broader organization.- Extensive cross-team/cross-department collaboration: liaised with Engineering team on bugs and process development around reporting and resolving bugs, as well as highly complex technical issues; liaised with Product team on UI & UX improvements and feature requests; liaised with Sales and Success teams on new client conversions and renewals.- Developed and refined internal processes and documentation for Support team and broader Customer Experience department.- Assisted in new hire onboarding.- Part of a small team of Support agents authorized to work with our Federal clients.- Maintained 100% CSAT rating.- Extensive use of various tools including Zendesk, Salesforce, Confluence, Podio, Microsoft Suite, Google Suite.

Oakland, California, United States

Oakland, California, United States

Due to Covid-19 left my Bartending job and focused on creating music, writing, self-reflection, gardening, and catching up on my never ending list of books to read.

Berkeley, Ca

Berkeley, Ca

Ensured highest quality guest experience, converted newcomers to regulars through exemplary hospitality, monitored and executed beverage operations for high volume restaurant, maintained expert knowledge of food and beverage offerings, acted with a sense of urgency while keeping calm composure.

Oakland, Ca

Opened and closed studio, facilitated easy sign-in process for students, processed payments and advised on pricing plans, cleaning and organizing of facilities, oversaw houseplant maintenance.

Berkeley, Ca

Opening/Closing of restaurant, preparing and settling cash drawers, editing, formatting and prepping menus, supervising floor operations, bartending, serving, hosting, food prep.

San Francisco Bay Area

Value sold a complex SaaS solution to Professional Service SMB’s; demonstrated technical benefits/features to C-level executives; investigated and consulted on business processes; worked internally with sales team to develop best practices; worked interdepartmentally to refine & strengthen workflows; worked closely with sales and marketing teams to evaluate lead qualification process.

San Francisco Bay Area

Vetted & qualified incoming leads and assigned to appropriate Account Executives.

Berkeley, Ca

Keyholder, supervised and supported employees across all channels of restaurant operations, provided exceptional customer service to guests with an emphasis on relationship building, handled escalated guest complaints, responsible for tracking/settling cash balances, drafted management meeting minutes, interviewed prospective front of house candidates.

Berkeley, Ca

San Francisco Bay Area

Utilized a wide range of systems to monitor & triage the fulfillment process, liaison between many different teams (warehouse/ops center, sales, customer experience, our vendors etc.), high-volume/fast-paced multitasking/time-management, developed and adhered to best practices/KPI’s

Emeryville, Ca

Key-holder of 12,000 sq.ft. warehouse overseeing $500k + of merchandise, lead in day-to-day fulfillment operations including: ensuring expedience and quality control of shipping operations, training & supervising new hires on quality control, best practices, workflows, critical thinking & problem solving, collaboration with upper and middle management.

Chicago, Il

Key-holder - supervised sales floor retail operations (opening, closing, everything in between), built/maintained client & vendor relationships, sold bicycles, accessories, and services, inventory management, merchandising, assisted in implementation of POS system, built and serviced bicycles.