Nicholas Pederson Email & Phone Number

Portland, Oregon, United States

Managed a three tiered Tech Support team and a team lead. Proactively monitored tickets and customer communication. Conducted regular one on ones. Monitored support metrics, adjusted processes based on trends with reporting, customer feedback and growth of the business. Maintained a 99% CSAT during my tenure.Handled escalated customer communications.

Portland, Oregon Area

Supporting a staff of 200 people with ever changing needs of our rapidly changing business. Auditing daily schedule that supports all areas of our business. Ensuring entire business maintains all certifications for training. Delivering daily coaching and development conversations. Training and on boarding new hires and tenured team members. Auditing.

Ensured my direct employees met all performance metrics for role expectations. Held monthly meetings for personal career development. Held active coaching for interview preparation for three team members. Helped prepaid training plans for a team of 7 to maintain personal developmental goals. Assisted with end of year performance review. Preformed all other.

Portland, Oregon

Ensured that team met all training required to maintained repair certifications. Maintained staffing coverage for hundreds of daily technical support appointments. Daily customer feedback conversations in person and over the phone to ensure our team is meeting our customers high standards expectations. With frequent system changes high level of.

Ensured all visitors were supported with the highest standards Apple is known for. Not only ensuring new customers had an exceptional experience but repairing relationships with customers dealing with technical support needs with their current technology. Maintained overview of daily schedule changes to ensure staffing was in place to support our rapid.

Delivered exceptional customer service in one of the west coast highest customer traffic locations.Exceeded YOY sales growth assisting our team to receive sales ovation award. Created relationships with small and medium size business support our community with technology support.

Trained and developed cross functional sales teams. Consistently exceeded YOY sales metrics while evolving training technics to ensure the highest level of salesmanship and product knowledge. Celebrated 3 sales growth awards in one fiscal year.