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• Manage supply chain logistics and inventory planning with 100+ SKUs• Decrease refunds from 3% to 1.6% of sales by resolving complaints effectively• Assist accounting team with invoicing, payroll and reporting

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• Implemented a performance program with KPIs that reduced errors and increased agent efficiency• Reduced spam accounts and messages by 90% in six months• Increased iOS App Store rating from 3.5 to 4.1 out of 5 since June 2023• Support accounting team with invoicing and payroll• Assist with social media engagement and social support inquiries

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• Support participants with gear lists, weather information, destination details

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.