★ Olivia "Via" Nicolas is an astute professional with 20+ years of progressive experience in managing customer services in the call center industry. She is vastly experienced in inbound & outbound sales, customer service, virtual assistance and operations. She is a keen strategist with expertise in managing entire operations with focus on profitability and optimization of resources. Via is diligent and displays proficiency in monitoring operations and maintaining long-term customer relationships through the provision of high quality service. She has successfully ramped up business assignments while working in coordination with clients ensuring effective service deliverables. She is fluent in developing & streamlining systems with proven ability to enhance operational effectiveness and meet operational goals within cost, time & quality parameters.★ Via has a bachelor’s degree in communication arts, and demonstrates sound interpersonal and communication skills. Her leadership qualities are established via excelling in areas such as strategic planning, problem solving, process improvements, and turnaround management. She is a personable mentor and a coach to focus on implementing best practices surrounding staffing, training, responsibility, rewards and recognition. Via displays an unwavering commitment to providing exceptional customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. She has a unique ability to build high performing, high morale teams with minimal turnover.★ Via drives organizational change to transform the effectiveness of inbound/outbound, social media interactions, email, and text across multiple sites. She is well versed with analyzing team and center performance to identify improvement opportunities. She is a highly skilled problem solver and critical change agent; competent at devising best practices, innovative policy, and technology solutions to propel productivity, profitability, and service levels.