Summary
Overview
Work History
Education
Skills
Timeline
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Nicky Welker

Nicky Welker

Chicago

Summary

Proficient in overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Extensive knowledge of strategic planning and resource management for optimal operational performance.

Overview

12
12
years of professional experience

Work History

Partnership Operations Manager

REDSHELF
12.2022 - 04.2025
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Assisted with launching courses and ensuring corresponding eBook & courseware adoptions were set up for college students to utilize on the company’s platform.
  • Helped heighten CSAT scores above 90% for the CSM team.
  • Exhibited extreme attention to detail and cross-functional communication with the Publishing Team when uploading prices for thousands of products across 400+ partnered institutions.
  • Built, maintained, and strengthened relationships with esteemed publisher clients such as McGraw-Hill, Pearson Education, & Sage Publications.
  • Created a one-stop hub to delineate all goals & responsibilities to the entire team.
  • Relayed process inefficiencies to our Engineering Team for the betterment of our daily workflows.
  • Trained multiple interns and newcomers on the company’s extensive standard operating procedures and conducted 1:1s to ensure prowess.

Customer Experience Supervisor

FIGO PET INSURANCE
07.2020 - 11.2022
  • Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.
  • Exhibited excellent multitasking skills by handling written & verbal communication for escalated cases.
  • Maintained an average SVL of 93% and exceeded KPIs throughout my tenure.
  • Memorized three separate insurance policies and passed a rigorous Property & Casualty exam.
  • Responded to client reviews on social media sites such as Facebook, Twitter, Google, & Consumer Affairs.
  • Was promoted to Team Lead and then Supervisor in less than 2 years.
  • Assisted in the reorganization of the CX Team and led a team of 5-12 associates, auditing their phone calls, emails, & chat proficiencies to ensure they align with Figo’s standards.
  • Provided white-glove service to Costco members following our partnership acquisition in April 2021.
  • Provided coaching to new hires and veteran members of the staff daily.
  • Delegated time-sensitive projects every week.

Community Support Representative

UBER
05.2019 - 05.2020
  • Served as a liaison between clients and other community stakeholders, facilitating open communication and collaboration in addressing shared concerns.
  • Tackled challenging circumstances by providing top-tier customer service and de-escalating each scenario via over-the-phone support and written communication.
  • Helped organize Employee of the Month, team outings, and related activities to boost team morale.
  • Was designated a Subject Matter Expert and assisted with multiple in-app experiments to address drivers' concerns.
  • Assisted in training new employees by demonstrating live-solves (real-time phone call examples), answering questions, and familiarizing the team with challenging content.
  • Proved flexibility in roles, going from strictly doing written communication to taking inbound phone calls and then placed on a task force dedicated to handling concerns regarding the COVID-19 pandemic.

Junior Supervisor

REAL GOOD STUFF CO.
12.2015 - 03.2019
  • Maintained accurate records of all relevant documentation, ensuring compliance with company policies and regulatory requirements.
  • Worked front of house and tended to guests' drinks and/or food requests while also educating the public on the benefits of healthier alternative lifestyles.
  • Started as a bartender and was quickly promoted to Team Lead and then named Junior Supervisor, a role managing multiple teams and stores simultaneously.
  • Trained 20+ employees for entry and management-level positions.
  • Helped open multiple locations throughout the Chicagoland area.
  • Scheduled team members for their shifts weekly.
  • Cooperated with the marketing team to boost sales and garner public interest.
  • Compiled a comprehensive summary of policy changes, new marketing strategies, and focal points for multiple teams.
  • Corresponded with our Core Team and founder of the organization to establish weekly, monthly, and quarterly goals.

Field Manager

FUND FOR THE PUBLIC INTEREST
06.2013 - 12.2015
  • Worked on behalf of the Human Rights Campaign's Chicago office, working towards equality by building membership and fundraising to end discriminatory practices in employment, housing, and education for the LGBTQ community.
  • Raised over $100,000 for the cause through sustaining membership in major cities including Chicago, Cincinnati, Columbus, Madison, & Milwaukee.
  • Promoted to Field Manager within the first 3 months of employment.
  • Worked closely with organization directors to solidify and exceed sales goals.
  • Managed sales teams comprised of 5 or more individuals daily.
  • Streamlined field operations for increased efficiency through regular process evaluations and adjustments.

Education

Bachelor of Arts - English & LGBTQ Studies

DePaul University
01.2017

High School Diploma - undefined

Lincoln Park High School
01.2013

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Employee motivation
  • Customer relationship management (CRM)
  • Performance reporting
  • Workflow optimization

Timeline

Partnership Operations Manager

REDSHELF
12.2022 - 04.2025

Customer Experience Supervisor

FIGO PET INSURANCE
07.2020 - 11.2022

Community Support Representative

UBER
05.2019 - 05.2020

Junior Supervisor

REAL GOOD STUFF CO.
12.2015 - 03.2019

Field Manager

FUND FOR THE PUBLIC INTEREST
06.2013 - 12.2015

High School Diploma - undefined

Lincoln Park High School

Bachelor of Arts - English & LGBTQ Studies

DePaul University

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