Nicolas Smith Email & Phone Number

• Built and managed a customer service team for a men’s grooming startup and contributed to its growing success.
• Act as the main liaison between our 3PL fulfillment center and multiple platforms
• Increase customer satisfaction from 3.5 to 4.5 stars over 3 years
• Decrease paid subscription churn from 11% to 5%
• Reduce chargebacks 80% by resolving complaints effectively
• Improve customer response time from 8 hours to 2 hours with optimized staff coverage

• Lead customer service team for a community and dating app to optimize member experience, reduce churn, and remove spammers.
• Coach and manage teams responsible for onboarding thousands of daily users, helping users successfully onboard, and actively managing community health (removing spammers, ToS violations, etc.)
• Monitor customer feedback to identify top product enhancements needed; partner with product teams to develop product roadmap to ensure optimal user experience
• Improved first contact resolution from 20% to 70% with better training and internal documents
• Reduced average contact resolution to less than two hours and improved CSAT with optimized “follow the sun” staffing based on traffic patterns
• Built an outsourced team in the Philippines for 24/7 coverage

• Freelance photography services: nicolassmith.com
• Corporate headshots, digital profile images, catalog photos, outdoor imagery, and consignment pieces

San Francisco Bay Area

• Orchestrating impactful group excursions throughout the Bay Area and Northern California, delivering exceptional and memorable experiences.
• Photo galleries from each guided trek: nicolassmith.smugmug.com/nature
• Organize and plan 50-plus annual outdoor adventures, including single and multi-day treks, ensuring exciting, safe executions and participant satisfaction
• Activities include hiking, kayaking, snowshoeing, cross-country skiing
• Helping new attendees go from novice level to expert by teaching fundamentals and skills
• Acquiring new adventurists with many loyal repeat attendees

San Francisco, California, United States

• Customer service manager with a leading online media company.
• Coached and managed a team who assisted users on a content, community, and dating platform
• Collaborated with developers to identify product enhancements, improve user experience, and reduce spammers
• Prioritized bugs and features to increase member satisfaction, reduce churn

San Francisco, California, United States

• Managed and coached teams of 25-100 in serving customers and maintaining corporate standards
• Responsible for inventory, budgets, and training
• Delegated duties to assistant managers and key lead staff personal
• Maintained a high-level customer experience rating through secret shopper program
• Multiple locations around S.F., including opening a new location.