Nikki Modelowitz
CUSTOMER EXPERIENCE & OPERATIONS LEADER
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About
Customer Experience leader with driving service excellence, operational efficiency, and team performance across high-volume, multi-channel environments. Known for translating customer feedback into actionable insights, strengthening service recovery processes, and building high-performing teams. Trusted partner to leadership with a strong balance of strategic thinking, execution, and empathy.
Experience
Customer Experience Supervisor - ROBERT HALF - San Ramon, CA
(2015-09)
- Lead and coach a team of customer advocates responsible for resolving client and candidate feedback across email, phone, and social platforms.
- Partner with cross‑functional teams (operations, technology, field leadership) to identify root causes and streamline issue resolution.
- Translate qualitative customer feedback into actionable insights that inform process improvements and service enhancements.
- Strengthened escalation handling practices, contributing to improved response quality and consistency.
- Support a customer‑first culture through ongoing training, quality reviews, and performance coaching.
- Selected Impact:
- Contributed to measurable increases in positive customer feedback through improved response quality and follow‑up.
- Reduced service resolution time by improving workflow efficiency and internal coordination.
Call Center Supervisor - BLACKHAWK CLAIMS - San Ramon, CA
(2014-09 - 2015-07)
- Supervised a team of customer service agents handling complex vehicle claims in a fast‑paced call center environment.
- Implemented coaching plans and updated training materials to improve agent confidence, accuracy, and customer interactions.
- Ensured compliance with internal policies while maintaining service quality and customer satisfaction.
- Selected Impact:
- Improved first‑call resolution and reduced average handling time through targeted coaching and process optimization.
Coach Manager - AT&T - San Ramon, CA
(2001-06 - 2013-11)
- Managed and coached customer service teams supporting data and phone services, including dispatch coordination.
- Led teams through multiple technology and system transitions while maintaining service performance.
- Monitored quality, productivity, and customer satisfaction metrics to ensure consistent delivery.
- Selected Impact:
- Consistently met or exceeded customer satisfaction goals, supporting improved customer retention.
Education
Bachelor of Science - Business; Minor: Analytics & Reporting - University of Phoenix (2025-04)
Master of Business Administration (MBA) - Artificial Intelligence Emphasis - University of Phoenix (2027-05)
