Nicole Stremke-Walden
- Role
- Customer Support Manager at Studies Weekly
- Location
- Provo, UT, US
- LinkedIn followers
- 500 followers
About Nicole Stremke-Walden
As a customer care manager with over a decade of experience, I focus on improving user…
Experience
Customer Support Manager
Apr 2021 — Present · US
In my current role, I lead comprehensive support initiatives that significantly enhance user engagement through in-depth product education, technical troubleshooting, and strategic problem resolution. I develop and implement robust training modules and educational sessions tailored to meet evolving service demands, ensuring our team is equipped to handle complex customer inquiries efficiently. This proactive approach has been crucial in transforming the operational success of two previously underperforming departments.Through my efforts, I have established multiple new escalation protocols that expedite issue resolution by effectively channeling customers to the appropriate departmental expertise. Managing a team of 10-30, including customer and technical support agents, I have optimized service quality for a diverse educational user base. My strategies have successfully reduced the backlog of support queries by several months, enhancing overall user satisfaction. Additionally, I reengineered team structures and introduced an innovative training framework to align staff roles with our strategic support goals, significantly boosting organizational capability and preparedness.
Education
Kaplan University
Bachelors
2011 — 2015
Skills
- Marketing
- Operations Management
- Sales Management
- Logistics
- Training
- Customer Satisfaction
- Microsoft Excel
- Marketing Strategy
- Leadership
- Pricing
- Excel
- Forecasting
- Project Management
- Product Management
- Management
- Microsoft Office
- Sales
- Customer Service
- Negotiation
- Supply Chain Management
- Quality Assurance
- Purchasing
- Inventory Management
- Contract Negotiation
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