Nick Ellert

RELEVANT EXPERIENCE Verizon Wireless 2010 – Present Analyst - (Sept 2020 - Present) Operations Supervisor For Customer Service (May 2018- Sept 2020) Customer Pro Supervisor (March 2016 – April 2018) CRT Pro Supervisor (June-October 2016) Technical Support Supervisor (Sept 2014 – Mar 2016) Customer Care Supervisor (December 2013 – Sept 2014) Developing team members to success, monitor calls for tendencies and coaching opportunities, teach new policies and directions, report (daily, weekly, monthly, quarterly), engage team on a daily basis with goals, coach representatives to be leading representatives. Selected Accomplishments: • Executed 75 Employee Facing Events in 2019 • #1 Overall in Hilliard in Supervisor Stack ranking for first half of 2017 • Top Performing Supervisor for Care in 2nd Quarter 2017 in Hilliard • #1 Overall in Sup Stack Ranking in Rochester YTD 2016 • #1 in My Offers for Rochester YTD 2016 (#22 Nationally) • #1 in For Me for Rochester YTD 2016 (98.1%) • #1 in Reliable for Rochester YTD 2106 (96.20%) • Won Leadership award for 3rd quarter 2016 in Rochester • Mentored 11 employees into Management Positions • In project role, 10 of 13 weeks recognized for being a top performer Special Project Role – Real Time Operations (April 1st- Present) Provide critical support with systems tools (UC Tools, Knowledge Base, AYS) and assist employees with ISP and system (ACSS, Omni, OnePOS, Webex, Audio, UC Tools, Adobe, Citrix, Cisco, WorkHub) issues in a virtual setting. Driving a culture of urgency and on-time, on-budget project delivery. Created close collaboration and partnership with Stakeholders, Customer Service, Sales, IT, HR, Training, Communication, and HQ partners. Efficiently address down employees via the ISP/systems with troubleshooting, coding (proficient in Verint) and logistics QUALITY ANALYST (September 2013 – October 2013 ) Monitored failed calls for coaching opportunities, disputed failed calls for removal, worked with AD team outliers to help improve skills in developing areas, partnered with AD to plan strategies and drive results, reviewed commitments set by Supervisors for representatives. Consistency and the ability to strategize and prioritize have been the key components to delivering measurable results. Executed 75 successful Employee Events in 2019 Helped mentor six acting Supervisors into Permanent Spots