Nicholas Forbes
Hixson
Summary
High-level Operations and Support Specialist with 12 years of experience in customer experience, technical troubleshooting, and team training. Proven ability to master complex CRM platforms (Salesforce, SAP) and optimize workflows across fast-paced, high-volume environments. Skilled at translating technical processes into seamless, high-quality customer experiences while driving efficiency and scalability.
Overview
13
13
years of professional experience
Work History
Customer Care Specialist
Movado Group, Inc.
Paramus, NJ
03.2024 - 09.2025
- Provided e-commerce and technical support for luxury timepiece collections.
- Streamlined daily workflow to handle 40 inbound inquiries and 10 outbound follow-ups while simultaneously maintaining comprehensive email correspondence.
- Managed end-to-end case/call resolution, from website navigation to complex repair facilitation.
- Coordinated order processing and tracking to ensure timely delivery of products.
- Utilized CRM software to manage customer interactions and maintain accurate records.
- Tracked repair and service timelines to ensure luxury timepieces were returned to clients within promised windows.
- Partnered directly with watchmakers to translate complex client restoration goals into technical repair plans.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Small Business Owner
Reuse Revive
Chattanooga, TN
03.2020 - 03.2024
- Operates an online second-hand apparel business by optimizing high-volume inventory and SEO-driven listings.
- Advertised products and services online, social media and to target ideal consumers.
- Scaled a niche resale venture to exceed $250,000 in total sales, maintaining a high-margin inventory of vintage clothing.
- Managed end-to-end customer support for all orders, resolving inquiries via email to ensure high satisfaction and repeat business.
Client Service Representative
Gold Bond Inc.
Hixson, TN
01.2019 - 03.2020
- Strategic Account Oversight: Solely managed the company's largest national account, 4imprint, serving as the primary liaison for sales representatives to ensure seamless execution of high-volume custom product orders.
- Consultative Product Expertise: Provided expert guidance on product specifications, including material sizing, color matching, and imprint area technicalities, to optimize branding outcomes for end-clients.
- High-Stakes Logistics Coordination: Orchestrated complex freight and shipping logistics for orders ranging from $2,500 to $250,000, maintaining a 100% focus on deadline accuracy and fulfillment integrity.
- Process Optimization: Leveraged CRM platforms to meticulously track account interactions and order lifecycles, reducing communication friction and increasing service efficiency for 4imprint reps.
Associate Trainer
Convergys
Chattanooga, TN
06.2015 - 01.2019
- Associate Trainer - 2015-2019: Led domestic and international project launches, training teams on technical support and system proficiency in a multi-week classroom setting.
- Collaborated with operations leadership to align training outcomes with departmental KPIs, using progress data to identify and resolve skill gaps in real-time.
- Content Development: Created training modules for Billing, Technical Support, and Sales for major telecom clients.
- Collaborated with cross-functional teams to assess training needs and program effectiveness.
- Implemented feedback mechanisms to continuously improve training content and delivery methods.
- Analyzed performance metrics to track participant progress, proactively intervening with targeted resources to ensure 100% of learning objectives were met.
- Mentored junior trainers, providing guidance on instructional techniques and best practices.
Customer Service Representative
Convergys
Chattanooga, TN
06.2012 - 06.2015
- Supported multiple clients including AT&T, DirecTV, and FedEx.
- Achieved a consistent 4.8/5.0 CSAT (Customer Satisfaction) score.
- Successfully retained 85% of 'at-risk' customers.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
GED -
Indian River State College
Ft. Pierce05-2008
Skills
- Google G Suite
- CRM Software
- TalkDesk
- Salesforce
- Slack
- Microsoft 365
- Training Coordination
- Training Delivery
- Performance Management
- New employee training
- Performance evaluation
- Customer Support
LANGUAGES
English
Native or Bilingual
Timeline
Customer Care Specialist
Movado Group, Inc.
03.2024 - 09.2025
Small Business Owner
Reuse Revive
03.2020 - 03.2024
Client Service Representative
Gold Bond Inc.
01.2019 - 03.2020
Associate Trainer
Convergys
06.2015 - 01.2019
Customer Service Representative
Convergys
06.2012 - 06.2015
GED -
Indian River State College
AWARDS & CERTIFICATIONS
Trainer of the Quarter: Q1 2018, Q3 2018., Trainer of the Month: 4x Recipient (2016–2017).
TYPING SPEED
Typing Speed: 45 WPM / 99% Accuracy