Nicole Batchelor Email and Phone Number

Oversee cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement. Motivate and lead successful customer experiences by defining a clear vision of consistency in customer success standards and best practices. Responsible for shaping and delivering the business’s consumer service experience, in order to drive the overall performance of the department. While partnering cross-functionally to successfully map consumer journeys and create customer support strategies. ACHIEVEMENT HIGHLIGHTS • Spearheaded critical customer retention strategy that boosted renewal and increased revenue by more than 20%• Successfully oversee the renewal process for over 100,000 customers annually while partnering with global leadership to ensure incentive programs are implemented to meet the customer demands • Collaborate with the product team to develop customized reporting and workflows through Salesforce, marrying up technical limitations with operational realities • Prepare, propose, substantiate and manage departmental budget of $2M• Define, plan and justify gaps in the operation to implement automated components for existing processes to increase customer experience and drive internal team success• Aggregate data to provide strategic insights for optimizing the renewal process• Cross-functionally align departmental targets with the operational KPIs to drive consistent and effective customer support

Successfully oversaw client acquisition and retention strategy. Through process improvement, training, team empowerment, and transparent accountability. As a result the team achieved increasing company profits more than 25% in two months.ACHIEVEMENT HIGHLIGHTS • Oversaw 250+ corporate clients that accounted for 60% of company revenue• Managed a team of 15 Account Managers, Operations Associates, and Client Specialists • Created strategic account mapping to drive new client acquisition through existing client referrals at companies like WeWork

Proactively acquired partnerships with key vendors across the Americas to support a national effort to drive customer experience. By training and supporting the customer service agents they surpassed performance targets by more than 90% year over year.ACHIEVEMENT HIGHLIGHTS • Remotely led a team of 20 customer service agents across the USA and Canada • Mastered juggling many tasks from scheduling, monitoring employee work, solving employee issues, and handling client escalations