Nick Soles Email & Phone Number

Mclean, Virginia, United States

Oversight & strategy of Support Team, including weekly one-on-ones, performance reviews, process coaching, and strategic individual goal planning.Develop, test and implement Support process improvement strategies, focused onCustomer Experience and driving excellence.Responsible for Product enhancement request: collecting CS Team requirements, converting to.

Washington DC

• Responsible for Support Team oversight, resolution and messaging on cases entered into four separately acquired SaaS products including: NewBrand, Postano, Pluck and GetSatisfaction.
• Oversight of a team of thirteen (13) global SaaS Support professionals on the Triage Team, including reporting metrics, coaching engineers, and ensuring internal process adherence of all cases that fall under the.
• Conducted quality audits on Engineer cases, providing one-on-one feedback, and recommendations for positive client experience.
• Conducted quality audits on engineer authored support knowledge base articles, updating for clarity, relevance, accuracy, and ease of use.
• Ability to resolve issues with immediacy for clients, and gather reporting for management, across multiple independently functioning products, utilizing multiple environments and interfaces required, including: MySQL.
• Regularly, and independently, offered and conducted cross-department training sessions to familiarize newly transitioned account success managers with the four acquisition product interfaces, and processes.

Washington D.C.

• Reported, investigated, and resolved bugs found through internal testing efforts, or by external clients.
• Initiated various environment builds.
• Tested developer fixes to confirm functionality and operability.
• Performed QA on developer code.
• Performed routine integration testing on client facing environments during various build stages.

Washington D.C. Metro Area

• Investigated and resolved client issues.
• Maintained and updated client environment infrastructure.
• Configured client directories on servers.
• Performed quality audits on support knowledge base articles, updating for clarity, relevance, accuracy, and ease of use.
• Independently resolved an average of 30-40 cases daily during peak periods.
• Maintained a positive client experience, and working relationship with all clients, including multiple big name brands such as: Brinker International, Bloomin’ Brands, Hyatt and Darden Restaurants.

Arlington, VA

• Performed troubleshooting steps to diagnose and resolve client problems.
• Led the team in number of technical cases closed.
• Provided guidance and direction over the telephone to users having technical difficulties.
• Communicated with affected users concerning cause and progression of scheduled and non-scheduled service down time.
• Provided QA implementation support activities for the Client Services team.
• Prioritized and managed multiple tasks within and across client accounts.

• Managed, updated and ensured functionality of each publishers’ database.
• Handled customer requested fixes.
• Handled multiple accounts simultaneously while ensuring satisfaction.