Nicholas M. Email & Phone Number

Philadelphia, PA, US

Conshohocken, Pennsylvania, United States

Job Scope: Selling VA IRRRL and FHA Streamline refinancing in a fast-paced call center environment, providing mortgage refinancing solutions to eligible veterans and FHA homeowners.Sales and Customer Engagement:-Engaging with potential customers through inbound and outbound calls, assessing their eligibility for VA IRRRL and FHA Streamline refinancing.

Palo Alto, California, United States

• Job Scope: Provided technical support for decentralized clinical trial (DCT) software service. Product builds were highly customized, requiring in-depth understanding of individual build and protocol.
• Led onboarding of Customer Care team to user access management tool, ultimately reducing time spent servicing initial product user access requests by 86%.
• Authored instructions for installation and use of command line interface software.Support of Clinical Research Associates, Coordinators, and Participants:
• Efficiently resolved inbound queries related to decentralized clinical trial (DCT) platform.
• Conferenced with Sponsors and Site Users to resolve product issues.
• Facilitated communication between technical project teams and non-technical clients.

Philadelphia, Pennsylvania, United States

• Job Scope: Headed Customer Success and Technical Services departments, advocated on customers’ behalf across organization, oversaw all customer-direct communication. Contributed to operations management, business.
• Streamlined Quality Assurance (QA) process for quality and production efficiency, increasing QA throughput by 189%.
• Drove cross-functional alignment on improvements in order fulfillment, negotiating updated protocols across Build team, Quality team, and Data team.Return-to-Merchant-Authorization (RMA) Overhaul:
• Designed, enacted, and onboarded stakeholders to RMA process at new facility.
• Implemented efficient interdepartmental parcel routing based on registered information, leveraging text output formula within shared Google spreadsheet to direct users’ next step.RMA Inventory Control Overhaul:
• Implemented efficient system for repairs, customer returns (RMA), and original equipment manufacturer (OEM) returns, reducing unwanted inventory by 70% within 3-month period.

Philadelphia, Pennsylvania, United States

• Job Scope: Handled all inbound customer communications including but not limited to inquiries regarding outstanding orders, technical issues and sales. Prevented order cancellations by providing order updates to.
• Responded to customer inquiries via email and VOIP with minimal oversight.
• Leveraged Freshdesk CRM to maintain annotated record of each interaction.Technical Support:
• Provided technical support to Windows PC product owners.
• Processed all returns and repairs.
• Educated users on system configuration and administration as needed.

Hackettstown, NJ

• Job Scope: Delivered engaging radio broadcasts, covering local events.Broadcasting:
• Wrote copy, cut audio, and presented news via radio broadcast during afternoon and evening hours.
• Covered local political forums, conducted interviews on-location and by phone.

Beverly Hills, CA

• Job Scope: Connected with voters to win support for a City Council candidate, maintaining knowledge of local issues and candidates’ platforms.Political Canvassing:
• Engaged voters through cold-knocking and cold-calling to discuss whatever issues were important to them.
• Maintained knowledge of local issues, candidates’ platforms, and common political perspectives.