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.
• 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).