Nicole Cervone
Customer Service Manager / Customer Experience Leader / Operations Management
Hire this person
Send a job offer directly to this candidate
About
Customer Service Manager and Customer Experience Leader with 15+ years of progressive leadership experience driving operational excellence, process improvement, and customer satisfaction across eCommerce, retail, B2B, and consumer brands. Proven success leading remote teams, developing scalable support operations, implementing Standard Operating Procedures (SOPs), and partnering cross-functionally to improve efficiency and customer experience. Recognized for building high-performing teams, improving operational workflows, and delivering exceptional customer experiences.
Experience
Customer Service Manager - Kroto, Inc. (iCanvas) - Remote
(2024-01)
Lead a team of 5 customer service operations members for a major online art retailer, improving processes and customer experience.
- Developed and implemented SOPs that standardized workflows and boosted operational efficiency.
- Lead continuous process improvement initiatives that enhance service quality and operational performance.
- Oversaw the processing of 35-50 UPS damage claims per month, compiling documentation, coordinating with internal teams, and recovering $30K+ annually in shipping and product‑loss reimbursements.
- Managed Trustpilot reputation and customer engagement by maintaining a 100% negative‑review response rate, replying within 24 hours (most in 12 hours) to resolve issues quickly.
- Created knowledge‑base content, guides, macros, and training materials, reducing new‑hire ramp time by 25% and improving agent access to accurate information.
Customer Support Manager - Ora Organic (Vital Amine Inc.) - Remote
(2022-01 - 2024-12)
Led a team of 5 remote customer support team members, improving response times, resolution times, and customer satisfaction.
- Managed coaching and performance management while consistently achieving KPIs and SLAs.
- Built Shopify workflows, managed chargebacks, and represented the company at national trade shows.
- Partnered with Operations and Product teams on launches, inventory issues, and customer communications.
- Created and implemented 10+ SOPs across returns, fraud prevention, Amazon reimbursements, chargebacks, and daily support workflows, cutting process errors by 25% and boosting team consistency and productivity.
- Led subscription services and retention initiatives, using proactive outreach and escalations that drove an estimated 10% improvement in customer retention and reduced preventable cancellations by 15%.
- Developed and implemented SOPs for returns, fraud prevention, Amazon reimbursements, chargebacks, and customer support operations, improving consistency and operational efficiency.
- Directed Amazon Marketplace operations, including order management, customer communication, reimbursements, and performance monitoring.
Customer Support Manager - Zpacks Corp. - West Melbourne, FL
(2018-01 - 2022-12)
Led a team of 5+ employees while combining strong analytical insight with a people-first approach to elevate team performance, strengthen support, and deliver exceptional customer experiences.
- Created SOPs, training materials, and knowledge base documentation.
- Developed reporting tools and KPI dashboards that improved operational visibility.
- Championed continuous process improvements that increased efficiency and customer satisfaction.
- Trained and coached staff while monitoring performance metrics and continuously optimizing processes.
- Implemented standardized processes for returns, repairs, fraud prevention, chargebacks, and NetSuite training.
- Decreased customer service operating costs by 15% by migrating from FrontApp to Zendesk, automating workflows, and streamlining routing, enabling a 4‑person team to absorb 100 extra peak‑season tickets daily w/o added staffing.
- Reduced operating costs by 15% through automation and optimized resource use, enabling higher ticket volume without added staff while improving FRT, NPS, resolution efficiency, and overall customer experience.
Customer Service Supervisor, Cosmetics - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2014-01 - 2018-12)
Led a team of 20+ Customer Service Representatives and Brand Specialists in a high-volume contact center, driving performance, engagement, and exceptional customer experiences.
- Managed high-level customer issues with diplomacy and urgency, achieving a 90%+ successful resolution rate.
- Trained and mentored representatives through structured coaching, performance plans, and skill‑building workshops, driving measurable productivity improvements.
- Produced weekly and monthly performance reports to identify trends, root causes, and actionable opportunities for service improvement.
- Completed LAMA Positive Coaching and internal de‑escalation training to strengthen conflict‑resolution and communication skills.
- Oversaw KPI management, consistently meeting or exceeding targets through data‑driven coaching and operational adjustments.
- Implemented workflow enhancements that reduced average handling time by 20-30% while sustaining high service quality.
Brand Specialist - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2013-01 - 2014-12)
Team Lead - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2012-01 - 2013-12)
Customer Service Representative - Radial, Inc. (formerly eBay Enterprise & GSI Commerce) - Melbourne, FL
(2012-01 - 2012-12)
