Google

Recruiter

IMT Residential

Recruiting and Engagement Specialist 

Azusa Pacific University

Adjunct Faculty

Assistant Director for Orientation and Transitions

Admissions Recruiter

Welcome Center Coordinator

Recruiting at Google

Job Storyteller || Candidate Advocate || Career Cheerleader

Two things I love: Learning people’s stories and helping jobseekers. Here's how I do that: 

Professionally, I get to hire the world’s best AI/ML Staff Engineers at Google. If that's you, let's talk! 

Personally, I love helping my friends and connections get amazing jobs. If that's you, let's talk! 

More things I love: the San Francisco Giants, optimistic people, Settlers of Catan, the Enneagram, chunky babies, Lord of the Rings, and breakfast burritos.

Nicky Slavich

Apple

• Delivered Tier-2 technical support and product education, driving NPS improvement from 73 to 95 by enhancing customer satisfaction and issue
resolution.
• Mentored team members on troubleshooting techniques and customer engagement strategies to drive consistent service delivery.
• Analyzed recurring issues and escalated insights to leadership, reducing repeat issues appointments by 25% and boosting customer satisfaction.
• Achieved a 95% first-contact resolution rate and increased team efficiency by 20% through hands-on training and process refinement.

Technical Expert

• Provided exceptional technical support and troubleshooting for Apple products and software, ensuring a seamless customer experience through expert diagnostics and problem resolution.
• Developed and maintained up-to-date knowledge of Apple products, services, and Genius Bar repair processes to deliver high-quality repairs efficiently.
• Assisted customers with technical concerns with care and empathy, utilizing Apple’s resources and tools to offer clear, effective solutions while maintaining a high level of customer satisfaction.
• Supported customer-facing activities beyond technical troubleshooting, including assisting on the sales floor and contributing to overall store success.
• Identified and reported recurring technical issues, leading to process improvements that enhanced repair efficiency.
• Strengthened customer relationships by providing tailored product recommendations and educational support, increasing customer engagement and retention.

Technical Specialist

• Delivered exceptional customer experiences by actively engaging with customers, understanding their needs, and providing tailored product and service recommendations to drive ownership opportunities.
• Maintained deep knowledge of Apple’s products, services, and purchasing options, staying up to date on the latest offerings to effectively educate customers and guide them through their buying journey.
• Assisted peers across the store by sharing expertise on Apple’s ecosystem, supporting team success, and ensuring a seamless customer experience.
• Ensured accuracy in all sales and service interactions by adhering to Apple’s guidelines and best practices, maintaining a high level of professionalism and attention to detail.
• Provided customer support beyond sales, assisting in various areas of the store to ensure a smooth and engaging Apple experience.
• Fostered an inclusive and welcoming environment by respecting team diversity, demonstrating curiosity, and embracing Apple’s core values in all interactions.

Sales Specialist

• Managed $20M+ cloud portfolio with 97% retention, leveraging ServiceNow for proactive planning, risk mitigation, and health tracking.
• Built customer health dashboards in ServiceNow and Jira, boosting risk visibility by 40% and enabling proactive account management through
improved transparency.
• Designed and implemented standardized onboarding workflows, reducing manual tasks by 25% through automation and documentation.
• Maintained 97% customer retention and boosted product adoption by 30% through journey optimization and targeted enablement initiatives.

Cloud Service Delivery Manager

Cisco

• Managed end-to-end operational support for Fortune 500 clients across cloud, networking, and security portfolios, ensuring high-touch service
delivery.
• Developed executive dashboards to monitor SLAs, contract health, and customer experience using Salesforce and internal reporting tools.
• Partnered with Customer Success and Engineering teams to align service execution with strategic goals and lifecycle milestones.
• Reduced resolution time by 30% by implementing optimized support models and streamlining escalation workflows.

High Touch Operations Manager

Verizon Business

• Managed 40 SMB accounts, driving product adoption and identifying growth opportunities.
• Simplified onboarding and delivered targeted training for SMB clients on Verizon SaaS tools, driving a 40% boost in user adoption and faster
ramp-up during early lifecycle stages.
• Collaborated with Sales and Marketing to qualify leads and accelerate the 3-month deal cycle.
• Increased active user engagement by 40% through targeted outreach and Salesforce-driven account management.

Retail Specialist- SMB

• Managed 40 B2B accounts ($2M–$5M ARR each), driving 93% retention by prioritizing accounts by revenue, growth potential, and lifecycle
stage.
• Led QBRs with C-suite and key partners, aligning product adoption with business goals and driving retention through strategic success planning.
• Collaborated with Product and Engineering to escalate feedback, influence roadmaps, and improve customer experience.
• Achieved 93% retention, reduced churn by 28%, and increased NPS by 15% through targeted engagement, training, and advocacy initiatives.

Customer Success Manager

Verizon

• Answering incoming calls from customers with order inquiry and/or trouble reports.
• Provide troubleshooting support for internet, telecommunications, and television services.
• Perform analysis and isolation of trouble conditions to create ticket reports.
• Sort trouble descriptions into User, Voice Network, Data Network, and Video Network issues in order to provide resolution and closeout when applicable.
• Operate a ticketing system to determine dispatching on trouble reports and service orders to appropriate outside installations and/pr repairs.
• Promise team member. An off-line agent that proactively follows up with customers with chronic troubles to provide further support and verify resolutions to service issues.

Fiber Customer Support Analyst

Transportation Security Administration (TSA)

• Monitor surroundings, screen passengers, and physically search their accessible property on a daily basis as a means of threat deterrence. 
• Provide customer service and assisting passengers with any questions relating to transportation security. 
• Coached and lead a team of Transportation Security Officers as an Acting Lead Transportation Security Officer (LTSO) when the LTSO is absent. This helps management in keeping security screening operations running efficiently.
• Managed specific checkpoint lanes by collecting metric data of passenger throughput, which help identify weaknesses in the screening procedures. This data is shared with Management and Federal Security Director Staff. 
• Assisted in threat mitigation and emergency management exercises with the Emergency Response Team(s). These teams are activated locally to implement measures during emergency situations.
• Performed search and repossession of lost property at screening checkpoint. Responsible for the transferring of property to offsite storage. Provide customer service for passengers that make requests for lost property, which are stored and monitored at our off-site location.

TSO Officer

SigNET Claims Solutions

• Performed customer service for injured parties receiving No-Fault insurance benefits as a result of a motor vehicle accident. Received medical claims submitted by different insurance carriers that were monitored for elements of fraud.
• Organized and set-up Independent Medical Examinations that may determine if further medical treatment was necessary. This aided in deterring fraud by releasing injured parties from receiving continued treatment.
• Performed maintenance and assistance with the IT department in network monitoring, hardware/software troubleshooting and repairs for office staff. 
• Development and protection of HIPAA information stored on company databases of injured parties with the IT department

Customer Service Representative/IT Helpdesk Support

GEICO

• Performed customer service for injured parties receiving No-Fault insurance benefits as a result of a motor vehicle accident. Received medical claims submitted by different insurance carriers that were monitored for elements of fraud.
• Organized and set-up Independent Medical Examinations that may determine if further medical treatment was necessary. This aided in deterring fraud by releasing injured parties from receiving continued treatment.  
• Monitored the injured parties’ case to see if there were any instances of fraud. Made sure that the injured party had sufficient funds to claim medical benefits. Once funds were exhausted we were prompted to contact the injured party to close out their file. Benefit funds were dependent on policy limitations.

PIP Claims Examiner

• Performed general clerical duties in the office. 
Processed files and mailed legal documentation from No-Fault insurance court proceedings to different offices of attorneys representing injured parties. 
• Routed incoming correspondence to the different attorneys and mailed out their legal documents to other internal and external attorneys’ offices. 
• Utilized office automation equipment such as fax machines, copiers and computer database systems. These devices aided in daily clerical duties as well as file processing and mailing.

Mail Clerk

Davis Vision

• Provided customer service for insurance customers of Davis Vision who needed glasses, contacts or services from our list of in network providers. 
• Answered questions regarding policies and different plan options, along with eligibility inquiries.
• Placed orders for glasses and contacts from doctors’ offices.

Customer & Provider Services/Order Entry Representative

Goal orientated individual. Aiming to serve my community and country in the field of Homeland Security, Telecom & Information Technology.

taplio

The Battle

Nicky Slavich

Alton R Waldon IV, ITIL

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