Nicholas Breeding Email & Phone Number

Hollywood, Florida, United States

-Collaborates with operations leaders to identify and implement solutions to enhance the quality and consistency of customer service interactions across voice, email, and chat channels.-Analyzes speech-to-text data and contact center performance metrics to identify behavioral trends and patterns, driving quality improvement opportunities.-Reviews CSAT survey feedback and performance trends to develop actionable plans for enhancing the customer servicing experience.-Designs and executes deep dive insights through targeted interaction level analysis, identifying root cause drivers of servicing friction and recommending effective solutions.-Develops persuasive narratives on analytical findings and presented packaged insights to operations leaders, facilitating collaboration on next steps for execution.-Monitors and assesses the effectiveness of quality programs, recommending improvements to optimize service quality.-Stays abreast of industry best practices and emerging trends in customer service quality assurance, integrating knowledge into operational strategies.-Partners with cross-functional teams to identify areas for improvement in systems and processes impacting customer service quality.

Hollywood, Florida, United States

• Monitors customer service system KPIs and provides technical support to CS Ops and floor support teams.• Partners with site support teams on applicable issue impact, identification, and resolution.• Acts as SME for Oracle CRM, Backoffice Open Methods, Cisco, Calbrio, Chewy.com (SFW).• Presents data, statistics, and analysis to CS Leadership in clear and concise manner.

Miami/Fort Lauderdale Area

• Built and maintained customer loyalty to Chewy brand.• Responded to customer feedback, good and bad, to improve customer service experience.• Helped to resolve complicated customer issues by providing assistance to implied and stated needs.

Hollywood, Florida, United States

Hollywood, Florida, United States

Beijing, China

• Provided English language lessons to non-native speakers.• Assessed student progress to determine strengths and weaknesses.• Tailored lessons towards student needs to optimize learning.

Tallahassee, Florida Area

• Responsible for assisting in the management of specialized program functions and administrative operations.• Served as the primary contact for specified programs and departmental functions to include recommending and implementing policies and procedures. • Responsible for purchasing, travel, human resources, and property control functions.• Provided direct support for director including correspondence, data compilation, preparation of reports and manuscripts, creation and maintenance of databases, creation of promotional materials for events, supporting financial and budgetary activities, and related responsibilities.• Helped organize and carry out events through booking locales, advertising and marketing events through custom event brochures, pamphlets and flyers, maintenance of registration databases, booking participant/attendee board and transportation, communication with and booking of catering and IT/AV needs, helping with room setup and handling attendee and participant needs and inquiries on event day.

Bachelor Of Science - Bs, Computer Information Technology, 4.0

Activities and Societies: The National Society of Leadership and Success

Bachelor Of Arts - Ba, English

Activities and Societies: Activities and societies: Activities and societies: Member of FSU Habitat for Humanity Campus Chapter, Florida.

Bachelor Of Arts (B.A.), Chinese Language And Literature

Activities and Societies: Activities and societies: Member of FSU Habitat for Humanity Campus Chapter, Florida Public Relations.

Foreign Language Student

Participated in foreign exchange program which allowed me to study Mandarin in total immersion while experiencing the rich culture.

Associate Of Arts (Aa)

As a student at TCC, I received my Associate of Arts degree and I also became a certified personal trainer through their National Council.