CX Leadership & Call Center Operations Leader
Resume:
Nicole Casperson
CX Leadership / Call Center Management
Contact
**********@*******.***
Objective
To apply my extensive background in customer experience, call center operations, and team leadership to enhance service quality, streamline processes, and deliver exceptional customer outcomes for a mission-driven company.
Key Skills
Team Leadership (Agents,
Trainers, QA)
CRM Platforms : Zendesk,
Salesforce, Gorgias, Kustomer
Problem-Solving
Conflict Resolution
Communication &
Interpersonal Skills
Experience
JULY 2025 - PRESENT
Head of Learning & Development / Project Manager Leading Edge Connections, LLC
Led L&D strategy across multiple client accounts, overseeing onboarding, upskilling, leadership development, and performance improvement. Designed scalable training programs aligned with operational goals and client KPIs while managing trainers, QA staff, and L&D teams. Analyzed performance data to address skill gaps and improve accuracy, efficiency, and customer satisfaction. Partnered with operations, HR, and client stakeholders to support evolving business needs and enhance training content and LMS resources. Managed cross-functional projects—including new client launches and workflow improvements—by creating project plans, mitigating risks, and driving effective change management. Served as the primary liaison between clients and internal teams, ensuring clear communication and strong project execution.
JUNE 2023 – JULY 2025
Team Lead Leading Edge Connections, LLC
Managed a remote team of 20 customer service agents, providing daily coaching, performance feedback, and targeted skill development to improve quality, efficiency, and customer satisfaction. Responded to customer inquiries directly, handled escalated tickets with urgency and professionalism, and conducted QA evaluations to ensure accuracy and consistency across the team. Led virtual team huddles, monitored KPIs, and delivered focused training to address performance gaps. Fostered a positive, accountable team culture while maintaining clear communication with leadership, reporting progress, and supporting process improvements that strengthened overall operational performance.
OCTOBER 2018 – JUNE 2023
Customer Experience Manager Kyani/Amare Global
Oversaw daily call center operations as Customer Experience Manager, leading a remote team of 60 agents while driving improvements in efficiency, communication, and overall service delivery. Enhanced cross-department collaboration to streamline workflows, resolve recurring issues, and align service goals with organizational objectives. Conducted training programs, performance coaching, and skill-building sessions to elevate agent capability and improve customer satisfaction metrics. Managed escalated customer interactions with professionalism, ensuring timely resolution and maintaining strong client relationships. Analyzed operational data to identify performance gaps, implement process improvements, and strengthen team productivity, resulting in measurable gains in quality, accuracy, and retention.
Communication
A proactive and transparent communicator, I strengthened alignment across the organization by implementing daily pre- shift huddles that ensured agents were consistently informed of updates, policy changes, and priority initiatives. This structured communication process improved team readiness, reduced errors, and created a more cohesive workflow across departments. By facilitating clear, timely information-sharing between operations, training, QA, and leadership teams, I helped eliminate bottlenecks, streamline issue resolution, and foster a culture of collaboration that elevated overall performance and customer experience.
Leadership
My leadership style is rooted in understanding the full scope of the agent experience, taking the time to learn every aspect of their role so I can lead with credibility, empathy, and clarity. By immersing myself in the day-to-day responsibilities agents handle, I’m able to provide more effective coaching, anticipate challenges, and develop solutions that truly support their success. This hands-on approach not only builds trust and respect within the team but also allows me to lead by example, create realistic performance expectations, and design training and processes that directly align with the realities of the role.
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