Nickolas Moore Email & Phone Number

As an Intraday Analyst, I monitor and manage daily needs, both scheduled and ad-hoc in a multi-site, multi-skill environment. I analyze staffing to identify real-time gaps and scheduling needs to achieve daily and monthly service level standards. I monitor the Intraday performance of the contact center, while providing real-time feedback to organizational leadership to ensure awareness of trends and correct times for coaching and special projects. In addition, I manage email/ticket cases and ensure all queues are distributed amongst the CSR’s and are worked in a timely manner. I help determine staffing needs required to handle all workloads. This Includes interfacing with IT departments on reporting, incidents and tracking system issues. I assist with the training and development of interns/new hires for all responsibilities. I strive for professionalism and represent WFM in an appropriate manner in all interactions with customers, coworkers, management, and support groups.

Las Vegas, Nevada Area

As a Forecast & Traffic Analyst, I managed Daily/Weekly/Monthly Reporting, IEX, Schedule Modifications and Exceptions, Schedule Generation and Optimization, Overtime and PTO authorizations, Monthly Agent Scorecards, and I maintained an updated Forecast and Hiring Plan. I also created new reports ad-hoc and collaborated with other departments on report generation and modification. I managed several of our internal dashboards including the Enterprise, Team, and Individual Dashboards through InView and Zendesk, including our Gamification systems.

Las Vegas, Nevada Area

As a Supervisor, I follow up with team metrics and adherence. I monitor the call queue and prevent status abuse while encouraging the team to be and do better. I assist with background processes like scheduling, escalations, and various projects that implement new ideas and concepts. I strive to maintain great morale, upwards productivity and customer satisfaction.

Project Specialists are communication super stars – we are vigilant with follow up and attention to detail, consistently applying sales know how and common sense to solve problems. Customer approval and resolution to outstanding issues are a daily achievement. We possess a natural ability to deal with large volumes of customers with speed and accuracy – all while maintaining a great can-do-anything attitude.

Las Vegas, Nevada Area

Grid Interconnection is the process by which the utility reviews a solar project and approves it to be energized. Interconnection Coordinator's are responsible for managing the application for interconnection on the customer’s behalf, ensuring that SolarCity is in compliance with program rules. Coordinators interact daily with a broad audience, including public utility companies and internal teams, such as Sales, Operations, Engineers, and Accounting. Ensuring that utility interconnection approval is received requires a significant amount of administrative work including the retrieval and coordination of information, completing detailed and technical applications and submissions, relationship management, management of deadlines and milestones, and attention to detail.