Nicholas Ramsomugh

Remote Customer Success Manager with 10+ years leading high-volume, customer-facing operations and resolving complex escalations. Proven track record strengthening customer loyalty, reducing complaints, and driving repeat business by coaching teams in empathy, follow-through, and service recovery. Experienced managing a 60-person staff, standardizing processes, and improving consistency across channels (phone, email, chat).

Comfortable working fully remote using tools like Zoom, Slack, Google Workspace, and CRM platforms to support customers and collaborate with distributed teams.

General Manager at Upchurch Management (2014-01 – Present)

• Conflict Resolution Training: Coached a team of 60 employees on empathetic communication and problem-resolution strategies, increasing repeat business and customer retention with a steady 8% year over year increase.
• Customer retention: Defined and rolled out service standards and communication guidelines across all frontline staff, improving consistency across phone, email, and in-person interactions and reducing customer complaints.
• Revenue Assurance: Protected at-risk revenue during VIP escalations (est. ~$461 per customer) by de-escalating complex cases, aligning on solutions, and ensuring timely follow-through.
• Redesigned staffing protocol: Redesigned staffing and workflow for peak periods, cutting average customer wait times by 115 seconds while maintaining high service quality and smooth daily operations.
• Optimization Initiative: Built a structured service recovery process that reduced customer escalations by 92% and improved guest satisfaction scores, ensuring consistently high post-incident experiences.

Life Insurance Agent at Tomorrow Life (2024-01 – Present)

• Customer Advocacy: Served as the primary point of contact for clients throughout the policy lifecycle, ensuring a high-quality customer experience from onboarding through renewal
• Leveraged product expertise: Educated clients on policy features, coverage options, exclusions, and benefits to support informed decision-making

Business Administration – McDonalds HU (2017-01)

High School Diploma – Deerfield Beach High School (2014-01)