Nicholas Smallwood has an extensive background in customer service and workforce management, currently serving as Workforce Management Senior Supervisor at Consumer Cellular, Inc. since August 2011. In this role, Nicholas oversees daily operations of the Workforce Management Command Center, optimizing resource allocation for over 1,400 agents. Previous positions at Consumer Cellular include Workforce Management Supervisor, Caregiving Product/Customer Service Supervisor, and Customer Service Senior Lead, where responsibilities ranged from real-time management of staffing and service levels to quality management and training of representatives. Prior experience includes roles at Verizon Wireless as a Customer Relations Specialist and Customer Service Representative, and at Unicel/RCC Wireless as a Customer Service Representative. Nicholas holds a Bachelor of Business Administration with a focus on Human Resources Management from Strayer University-Maryland.
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