Nicholas Preuth Email & Phone Number

Texas, United States

• Reformed team’s operational approach to lowest volume and weakest performing social media handle, increasing total views on posts from 100 to 5000 and amplifying customer volume in Inbox.• Evaluates agent performance using NICE Uptivity WFO software to conduct weekly quality assurance reviews and meets with agents to provide coaching on how to improve their performance.• Leads monthly Quality Assessment meetings with Big Three Automobile OEM Client and delivers reports on team’s quality assurance management standards.• Communicates daily with Big Three Automobile OEM Client on special and urgent customer affairs. • Guided team through an internal CX software change and coordinated with CX software Devs to report bugs and implement new features which increased team’s overall operational efficiency.

• Implemented and led weekly team trainings examining complicated and technical multilingual engagements to facilitate continual improvement of team’s subject-matter expertise in order to maintain highest quality standards of customer engagements for Big Three Automobile OEM Client.• Optimized training process for new hires by creating brand new, comprehensive training documents outlining customer engagement strategies, internal team procedures, and CRM software navigation.

• Exceeded expected monthly agent post count by 2x and maintained above a 90% average quality assessment score on weekly engagements for an entire year straight.• Managed 12 French & English social media accounts (Facebook, Twitter, Instagram, and Forums) for a Big Three Automobile OEM Client and responded to customer inquiries (50% French; 50% English).• Researched internal databases to resolve complex technical inquiries for French & English customers and documented customer information and interactions into Microsoft Dynamics 365 CRM software.

Farmington Hills, Michigan, United States

• Managed new coach training and helped designed new class curriculum.• Maintained financial records & client billing of 100 memberships in Zen Planner Software.• Responsible for daily operations of facility (class management, gym presentation, inventory / stock).• Led and taught 4 parkour classes comprised of 5-20 students aged 7+ each day (kids, teens, & adults).