Cynthia A Nelson

Experienced and versatile Call Center Leader with over 20 years of progressive leadership in customer service, team training, technical support, and quality management. Proven expertise in launching and managing new accounts, mentoring large teams, improving quality metrics, and enhancing the customer experience across Fortune 500 clients. Recognized multiple times as Employee of the Month for consistently exceeding performance goals and leading high-performing teams.

Team Lead / Trainer / Nesting Manager / Project Manager - Concentrix - Lake Mary, FL

(2017-08)

Mercedes-Benz, PMI, and Avalon Roadside Assistance

• Key contributor to the launch and development of both Mercedes-Benz Roadside and Philip Morris International (PMI) accounts from inception.
• Trained multiple team leads and advisors, developed onboarding processes, and maintained top team metrics for 19+ months as Overnight Team Lead.
• Managed Work-at-Home (WAH) Nesting Team; led Quality Bootcamp initiative to coach underperforming advisors to meet/exceed audit standards.
• Supported transitional training programs for advisors moving to Customer Care teams.
• Recently reassigned to evening shift to support leadership shortages while maintaining client satisfaction and metric goals.
• Recognized 4x as Employee of the Month.
• Mentored new hires and existing agents on iOS/Mac hardware/software support, metrics, and continuous process improvement.

Quality Specialist & Team Lead Assistant - Dell / Alorica Inc. - Lake Mary, FL

(2018-10 - 2021-09)

(Concurrent Role)

• Provided weekend leadership support for Dell Pro Support account.
• Delivered technical support for hardware/software, coached advisors on call control, escalations, product updates, and process optimization.
• Played a critical role in maintaining high-quality service delivery during weekend operations.

Business Support Specialist – Airline Technical Support - Radixx International - Orlando, FL

(2011-06 - 2017-01)

• Supported technical operations for over 50 international airlines, assisting with reservations, ticketing, software issues, and live customer support.
• Handled escalations, provided client training, and worked cross-functionally with development and account management teams.
• Maintained and monitored multiple systems including reservation software, Tech Excel, live chat, and ticketing platforms.
• Developed expertise in MS Office, Lotus Notes, Outlook, and web-based platforms.

Business Sales/Service Mentor & Team Lead Assistant - Verizon Business Support (Call Center) - Richmond, VA

(2005-12 - 2011-04)

• Mentored agents handling FIOS, DSL, and landline business accounts.
• Assisted in team performance coaching, escalations, and onboarding of new hires.
• Worked closely with leadership on quality improvement initiatives and agent development.

Retention Manager / Trainer / Call Center Supervisor - SunComm Wireless - Richmond, VA

(2000-11 - 2005-12)

• Managed team of 72 advisors, focused on wireless customer retention, account optimization, and upselling services.
• Oversaw hiring, training, and performance management; conducted QA monitoring and escalation handling.
• Participated in product development and implementation discussions with engineering and marketing teams.
• Fulfilled hybrid roles in training, QA, sales engineering, and field installations.

Sales & Customer Support Supervisor - Shop at Home Network - Antioch, TN

(1996-01 - 2000-11)

• Led inbound sales and support teams; managed billing, product sales, and account setups.
• Implemented performance metrics, built and trained stable teams, and improved sales processes.
• Developed forecasting tools and procedures to support growth and scale operations efficiently.