Nicholas D. Email & Phone Number

San Francisco Bay Area

San Francisco Bay Area

Led hiring and training for 7 new CS representatives in response to a 300% increase in ticket volumeIdentified & reported on key metrics, such as product failure rates, time-to-delivery and customer satisfaction, to our product team Created strategies to reduce ticket volume, such as writing self-help documentation and working with marketing to adjust copy used in packaging and automated emails

San Francisco Bay Area

Resolving 750 support tickets on average each month while serving as the sole point of contactReduced customer service response and resolution time by 30%Created a process to cut replacement costs on our top selling SKU by nearly 50%

Redwood Shores, Ca

As one of four interns on the BAS team, I developed a working knowledge of real estate investment trusts (REITs) and how to secure and maintain REIT status, as well as an understanding of the potential risks the company was facing. I prioritized several unresolved issues and pending risks using Audit Command Language in an effort to assist the internal audit function of the company with their governance, risk management, and compliance (GRC) obligations. In order to fulfill ABC, OFAC, and FCPA compliances, I used Oracle Advanced Procurement Suite to extract evidence of competitive bidding on over 100 contracts for the construction and maintenance of data centers around the world.I allocated spare time between assisting Stock Services and developing a presentation for the company-wide innovation challenge (Sparkathon). Alongside Stock Services, I identified a dozen issues regarding enrollment instructions for the employee stock purchase program (ESPP) in order to ensure a successful launch in new offices in Europe. For the Sparkathon, the other BAS interns and I proposed an updated social network platform for the company in an effort to reduce internal emails.

Palo Alto, Ca

As one of nearly a dozen interns hired by the Data Operations team, I processed thousands of resumes in order to increase the size of the Piazza Careers student database. This was initially meant to be a one-month project. After about a month, myself and another intern were asked to stay onboard longer to continue the project. When an occasional influx of resumes came in that the two of us couldn't handle, we were tasked with recruiting temporary interns and familiarizing them with the resume tagging process. Whenever data operations slowed down, I'd hop over to the Customer Success team and aid their operations. Initially, I referred companies to a selection of qualified students in order to help them find suitable interns and employees. Additionally, I wrote company profiles for over 50 Piazza Careers clients that detailed each of their unique company cultures and protocols for hiring students.When I had extra bandwidth, I helped Business Development reach out to potential clients (mainly via email) to increase the number of companies using the Piazza Career service. Roughly halfway through my tenure at Piazza, a new website and coinciding mobile app were in the late stages of development. To streamline their efforts, I tested web & mobile app function on multiple operating systems and web browsers for the Engineering team.

San Diego, Ca

During my sophomore year of college, I held a part-time, unpaid intern position at a small, digital publishing company. My initial responsibilities were researching leads and contacting potential clients to present our business and services. After expressing interest in web development and design, I gradually shifted towards learning basic HTML/CSS and maintaining the website. I implemented search engine optimization (SEO) strategies to boost company website traffic and rank higher in search engine result pages (SERPs). This included keeping track of web traffic using Google Analytics. Part of these SEO efforts also included writing and editing several blogs for the company website.