Nicholas Massaro Email and Phone Number
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Nicholas Massaro personal email
Top-Performing Leader and Advocate for Customer Experience, driving excellence in customer care and sales support by cultivating high-performing, customer centric teams enabled to maximize customer loyalty and increase revenue. Respected hands-on manager who leads by example and leverages strong communication skills and analytical team performance data to gain buy-in of company goals. Valued company resource with a passion for unity and an upbeat, positive attitude.
Cutera, Inc.
View- Website:
- cutera.com
- Employees:
- 552
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Senior Concierge Field Sales SupportCutera, Inc.San Francisco, Ca, Us
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Senior Field Sales SupportCutera, Inc. Jul 2022 - PresentBrisbane, 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.
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Senior Order To Cash SpecialistCutera, Inc. Mar 2022 - Jul 2022Brisbane, 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.
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Senior Sales AdministratorCutera, Inc. Aug 2021 - Feb 2022Brisbane, 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.
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Lead Customer Care SpecialistSpeck Products Apr 2019 - Feb 2020San 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. -
Senior Customer Service RepresentativeSpeck Products Apr 2016 - Apr 2019San 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.
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Customer Service RepresentativeSpeck Products Sep 2014 - Apr 2016San 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.
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Ecommerce Customer Support & Account ManagerMonster Mar 2012 - Sep 2014Brisbane, 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. -
Customer Service RepresentativeMonster Jul 2010 - Mar 2012Brisbane, 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.
Nicholas Massaro Skills
Nicholas Massaro Education Details
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Wooster High SchoolDiploma
Frequently Asked Questions about Nicholas Massaro
What company does Nicholas Massaro work for?
Nicholas Massaro works for Cutera, Inc.
What is Nicholas Massaro's role at the current company?
Nicholas Massaro's current role is Senior Concierge Field Sales Support.
What is Nicholas Massaro's email address?
Nicholas Massaro's email address is ni****@****cts.com
What schools did Nicholas Massaro attend?
Nicholas Massaro attended Wooster High School.
What skills is Nicholas Massaro known for?
Nicholas Massaro has skills like Sales, E Commerce, Account Management, Product Marketing, Retail, Leadership, Cross Functional Team Leadership, Consumer Electronics, Competitive Analysis, Customer Service, Merchandising, Sales Operations.
Who are Nicholas Massaro's colleagues?
Nicholas Massaro's colleagues are Shantelle Edwards (Murphy), Trey Zon, Johnny Lee, Quanh Le, Sidneia Damasceno, Scott Davenport, Sue Fermin.
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