Nicholas Vanattia Email & Phone Number

Daytona Beach, Fl, Us

United States

Answer inbound calls from users needing assistance connecting to covered Wi-Fi networks.Document and troubleshoot caller's issues using ServiceNow platform. Run reports to compare user counts and activity on a weekly basis.Create and maintain desk schedule for 12 employees. Review calls received by desk members for any mistakes made and generate report with positive and negative feedback for management based on the calls.

I worked with customers to resolve their technical issues with their cellular devices. During my time with Asurion I relocated to Tennessee from Florida in the historically underperforming Nashville location. In previous months, this location performed at approximately the 55% mark for customer satisfaction against the goal of 72%. From October to the end of December, achieved an increased satisfaction score of 83.7%, exceeding the goal of 80%, the highest performing month ever. I monitored daily, weekly, and monthly performance of my team and worked with them to create performance plans. I evaluated customer interactions to improve satisfaction. I trained the team on new products and procedures as they were rolled out. Took part in a program to review training videos submitted by newly hired technicians and critiqued the performance on the required tasks. I participated in a program to design and launch a new product where I was tasked with providing input on the day-to-day operations of an instore employee and how we interacted with our customers through the customer flow.

Daytona Beach, Florida, United States

In this position I oversaw the cellular repair program at 13 locations which covered 52 employees. My job duties were to maximize performance to improve customer satisfaction, policy adherence, and increase profitability. During my time here I ran weekly conference calls to improve the business while reporting to the Sales Manager and Vice President of the company. I was able to raise our customer satisfaction scores by implementing new policies and training employees in correct usage of tools and processes. I created new inventory process to reduce loss and quicken the process to improve productivity. I was able to implement new repair process to improve profit by reducing device replacement and increasing device repairs.