Nicholas Massaro Email & Phone Number

San Francisco, Ca, Us

Brisbane, Ca, Us

- Formed alliance with North American Area Sales Managers and advised on company policies/procedures regarding standard/non-standard deal structures. Created a collaborative work environment by frequently soliciting feedback from cross-functional partners prioritizing quick close of sale, driving annual revenue to $250M+. - Successfully trained and led a team of 3 sales support specialists to execute sales contracts using CPQ tools supporting a new product launch, exceeding first year goal of licensing over 600 units.

Brisbane, Ca, Us

- Organized and maintained accurate customer master data across multiple platforms and overseeing capital deal sales structure, and raising orders to cash in ERP system while processing financial transactions with lending firms, leasing companies and digital payments.- Close collaboration and support of intracompany teams including Sales, Marketing, IT, ClinicalTraining, Accounts ReceivablePayable, Logistics, Production and Warehousing.

Brisbane, Ca, Us

-Booked $15M+ in revenue, achieved by creating comprehensive order documents, obtaining necessary finance approval, raising orders in ERP system and processing financial transactions with lending firms, leasing companies and digital payments.- Contributed to on-boarding new ERP system by participating in testing, gathering feedback fromstakeholders and users, to configure and integrate with existing systems.

San Mateo, Ca, Us

- Managed project introducing a best-in-class, 24/7 Live Chat service utilizing automated Answerbots, resulting in reduction of call center interactions by 15% and elevating SLA's to 99%.-Served as project manager for launching new, company wide, telephony system. Building IVR's, scripting phone tree messaging and managing/monitoring administration of agent permissions, dashboard and reporting KPI's. -Played a key role launching a new brand category of luxury products, working cross-functionally with Marketing/WebDev/eCommerce teams, emphasizing the delivery of a stellar, white-gloved customer experience to influencers and consumers.

San Mateo, Ca, Us

-Expanded leadership role by scaling, training, and mentoring a team of 10 customer service reps in our new call center location outside of the USA.-Managed several projects to deliver a self-service customer experience across multiple eCommerce platforms by crafting extensive knowledge base and FAQ content.- Implemented the integration, configuration, and launch of CRM ticketing platform, and administered user profiles for customer care agents, defining business requirements and permission levels, and documenting standard operating procedures (SOPs) for future training resources. -Improved call center average speed of answer metric from 4 min. to 17 seconds and increased email first response SLA from 69% to 99.9% while also boosting Customer Satisfaction(CSAT) to the 90th percentile.

San Mateo, Ca, Us

-Challenged to lead and enable a team of 5 customer service agents to provide a world-class experience by resolving consumer related queries through phone, chat, and email in accordance with company policies and procedures.-Quickly became the ERP(SAP) super user and subject matter expert, building automation workflows while optimizing efficiencies of consumer returns(RMA's), following a transition from a previous ERP system.

Brisbane, California, Us

-Supervised 20+ internal and off-site product support specialists to resolve all consumer call center initiated technical inquiries with meaningful, practical solutions. Enriched business partner relationships as a close ally and expert communicator, securing reoccurring sales by curating top product mixes. Served as a brand ambassador at company events, engaging attendants by magnifying product awareness.-On boarding of new-hire customer care agents and technical support specialists, conducting training on the use of ERP (PeopleSoft), CRM (FileMaker), and popular products and categories.-Honored with Monster of the Year Award, earning a reputation as a "go-to" person for delivering results, exhibiting teamwork behaviors, and delivering exceptional performance.

Brisbane, California, Us

-Provided high-level call center customer service and support following a rapid increase in call volume with the launch of Beats by Dre headphones. -Directed eCommerce and ProMI key accounts (Guitar Center, Sam Ash Music, eBay, Amazon), and private-access, industry-accommodations program serving high profile advocates of Beats By Dre, generating $12M+ in annual revenue.-Coordinated planning, display and shipment of all products to marketing events, trade shows pop-up stores, and licensed product placements used in Music Videos, TV Shows, Commercials and Movies, magnifying brand awareness.