Nick Ayers

Experience

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  The Walking Company

  May 2007 - Nov 2009

  Third Key, Sales Associate

  I was responsible closing and opening the store during my scheduled shifts.Counting and balancing the cash drawer along with making subsequent bank deposits nightly.Receiving shipments and putting stock to the shelves in our stock room as well as keeping it organized in an efficient manner.Keeping the stores' visual appearance in emaculate condition. Assisting in training new sales associates on topics such as product knowledge, sales tactics, and operational procedures. Show less

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  Parker Staffing

  Jul 2010 - Mar 2013

  Consumer Service Associate

  As a Consumer Service Associate I played many different roles in the Contact Center. My core responsibility was to be a communication liaison between Nintendo and our consumers to resolve complex issues regarding their experience with our products.Additionally, I was able to mentor some of our new associates in what we called our CTC program. The responsibilities ranged from tracking performance to coaching behaviors to drive our KPIs in the right direction. I was also able to participate in many projects ranging from re-writing much of our troubleshooting at the time for our Network Support group, to assisting in launches of our Chat support. Show less

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  Nintendo

  May 2013 - Jun 2018

  Team Leader Consumer Service

  My core job responsibility as a Consumer Support Advisor was to develop and support a team of associates ranging anywhere between 7-15 direct reports at a given time. I was responsible for coaching behaviors to drive performance in many KPIs for the Nintendo Contact Center. Additionally, I did a lot of work in both creating and improving processes within the individual groups that I work with, whether it be our Tier 1, Network Support group, or Tier 2 Consumer Support group (Escalated skill set).Along with helping in all of those skill sets I also have worked coached direct reports in each of our contact mediums, providing support in Chat, Email and over the Phones. I am currently managing multiple small to medium sized cross-departmental projects with a desire to further improve upon this skill set moving forward. Show less

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  WatchGuard Technologies

  Jul 2018 - Mar 2022

  Technical Support Team Lead

  Responsibilities include:Managing production to ensure our customers get contacted and have their cases resolved in a timely manner to drive an excellent customer experience.Coaching our technicians as needed on call handling skills, case management, and time management throughout their days.Working on projects to drive key department objectives improving efficiency across multiple levels of our department as well as enhancing our customer experience.Creating and editing reports to better capture the work we are performing and analyzing those reports to summarize the data as needed. Show less

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  FireMon

  Mar 2022 - Jun 2022

  Customer Experience Manager
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  WatchGuard Technologies

  Jun 2022 - now

  Technical Support Manager