Nicole Coco Twergo

About Nicole Coco Twergo

I’m an operations and customer experience leader devoted to building environments where people feel seen, supported, and inspired to thrive. My leadership is rooted in empathy, clarity, and resilience — transforming challenges into opportunities and turning everyday interactions into meaningful, lasting impact.Across luxury retail, beauty, lifestyle, and high-volume fulfillment, I’ve led teams of 100–400+ associates, delivered #1 national performance, and managed multimillion-dollar businesses where accuracy, efficiency, and service excellence are non-negotiable. I’ve strengthened operational precision, closed training gaps, elevated CSAT scores, and influenced organizations of 600+ by embedding customer advocacy and human-centered design into every touchpoint.My work consistently demonstrates how representation, belonging, and intentional leadership drive loyalty, growth, and high-performing teams. I excel in roles that require cross-department leadership, SOP execution, sales team coaching, People Ops partnership, and multi-site alignment — always balancing operational rigor with emotional intelligence.At the heart of my work is a simple belief: operational excellence is not separate from the customer experience — it creates it. I build cultures where diversity is celebrated, belonging is tangible, and both people and performance thrive.Today, I’m focused on aligning with values-driven organizations where operational excellence, culture building, and customer experience intersect — and where I can continue designing seamless, human-centered journeys at scale.

Experience

1. Operations Manager Ii, Customer Experience & Leadership Mentor

   Amazon

   Sep 2024 — Present · San Diego, CA, US

   Core Focus Areas:• Lead 400+ associates across multiple departments in a 2,700+ employee operation• Drive #1 national performance in engagement, productivity, and quality• Strengthen operational accuracy through SOP implementation, training alignment, and cross‑functional partnership• Support People Ops through coaching frameworks, performance documentation, and team‑level engagement strategies

Education

• San Diego Mesa College

  Associate of Arts and Sciences (AAS)

• National University

  Bachelor of Arts - BA

Skills

• Driving Results
• Apparel
• Store Management
• Team Leadership
• Product Knowledge
• Customer Experience
• Cosmetics
• Advertising
• Fashion Shows
• Employee Management
• Analytic Problem Solving
• Conflict Resolution
• Artistry
• Skin Care
• P&L Management
• Hiring
• Retail Sales
• Work Life Balance
• Leadership Development
• Photo Shoots
• Strategic Planning
• Beauty Industry
• Management
• Sales Management
• Merchandising
• Clienteling
• Marketing
• Visual Merchandising
• Expert Relationship Builder
• Development of Employees
• Brand Management
• Window Displays
• Employee Recognition
• Styling
• Inventory Management
• Loss Prevention
• Team Management
• Leadership
• Sales Operations
• Store Operations