Sr. Manager

Top Management

Resourceful and results-oriented professional with over 8 years of leadership experience in Customer Support
and Client Services. Outstanding record of success in improving team performance and achieving corporate
goals. Strong communication and leadership skills with the ability to maintain excellent relationships with
internal and external partners. Highly customer focused and passionate about building solid client
relationships and providing excellent customer service.

Manage the day-to-day tactical and long-term strategic activities within the Living Spaces' Corporate Guest
Services Department. Instill the ability to develop rapport with the customer base by handling difficult issues with professionalism. Help develop and implement policies, procedures and process improvement initiatives
to improve retention rates and increase customer satisfaction. Regularly collect customer feedback to make
process changes that help exceed customer satisfaction goals. Improve service quality and increased sales by developing a strong knowledge of company's products and services and sales methodology. Develop a
team that can manage and coach to opportunities and successes as well as provide a high level of product and leadership support to representatives.

Worked diligently to foster relationships of high-profile clients while understanding and accommodating the
ever-changing need for data management SaaS solutions. Partnered with implementation team from
development process through to a successful launch and acted as the point of contact for the delivery of SaaS products and solutions. Participated in the development of best practices and design of training
documentation. Partnered with Client Service staff to provide end-user support to the entire client base.

Client Services Manager

Managed Customer Care and Student Outreach Contact Center that consisted of 120 leadership members,
support staff and front-line agents. Recruited and oversaw the on-boarding of all new Supervisors and
Contact Center Agents. Managed regulatory policies that led to a 94% monthly compliance rating for the
center. Improved service quality and increased staff performance by developing a strong knowledge of company's features and benefits and fostering a positive, fun and challenging environment. Fostered a
feedback-rich environment that allowed for constant opportunities to improve individual skill sets that in turn
created a positive impact on employee performance and customer interaction.

Contact Center Manager

Managed team of 15 frontline associates. Assisted Management team with building the first in-house,
Outbound Student Outreach team for the center. Such implementation increased student contact rates by
6% while significantly cutting cost by 48%. Assisted training team with the creation of Universal Agent Training
Model that enabled staff to better meet the business needs and goals of the center. Piloted and managed the first Continuing Education Sales Team for the department. Partnered with our corporate marketing team
to collaborate on establishing success measurements. Promoted to Vendor Relations Manager.

Contact Center Supervisor

Worked with multiple vendors to meet set goals and metrics within the business contract. Identified areas for
improvement and made recommendations to vendors that helped improve major monthly targets. Improved
service level by 11% and decreased abandon rate by 6%. Developed a quality process that ensured
consistent agent performance as well as superb customer interaction. Promoted to Contact Center Manager.

Vendor Relations Manager

Maintained the staff provided excellent customer service by providing coaching and feedback to help
solidify company compliance standards. Evaluated and documented the performance of contact center
agents relative to business knowledge, customer service and problem-resolution skills. Assisted Quality and
Training Manager with training and onboarding of new analysts. Partnered with Call Center Supervisors to coordinate face to face coaching sessions with call center agents based on trends discovered through call
research and trend reporting. Identified trends in call handling, documented issues and made
recommendations for management review to apply continual coaching and feedback. Promoted to Contact Center Supervisor.

Quality Assurance Analyst

Find out detailed information about Nick Lara, Sr. Manager 

Nick Lara: Sr. Manager

Nick Lara

Colorado State University

Southern New Hampshire University