Customer Success Leader with AI-Driven Ops Expertise

NICHOLAS LOZARO

Leander, TX 312-***-**** **********@*****.*** linkedin.com/in/nicklozaro

SUMMARY

Customer Success professional with 14 years tackling technical SaaS challenges and client needs at NielsenIQ. Hands-on with high-volume support, turning escalations into wins, optimizing workflows and lead generations with AI, and keeping accounts flowing through proactive fixes and clear communications. Built solid stakeholder bonds, tracked metrics to spot trends, and collaborated across multiple departments to resolve issues quickly. SKILLS

Customer Handling, Escalations/Expansions, Metrics Tracking, Stakeholder Goals/KPIs, Proactive Fixes. Tech Troubleshooting, AI Automation (Claude/ChatGPT), Workflow Optimization, Data QA/Compliance Checks. Organizational Hustle, Clear Written/Verbal Comms, Cross-Team Coordination. Tools: NIQ Discover, Salesforce, Jira, ServiceNow, Power BI, Excel/PowerPoint. Tech Products, Project Timelines, Large Datasets EXPERIENCE

Customer Success & Global Support Analyst Jan 2014 – Mar 2026 NielsenIQ · (Remote – Leander, TX)

• Owned massive caseloads with top ratings over 6 years straight, staying responsive to client queries on platform use, pricing risks, and technical issues and question, much like guiding community accounts through escalations and expansions.

• Proactively searched out possible problems across client platforms via metrics tracking (daily/weekly/monthly), looping in Product Leadership/Engineering to resolve data integrity or workflow glitches before they escalated.

• Handled escalations end-to-end, reviewing compliance on data/workflows, advising on guidelines/timelines, and ccreating self-serve content to cut back on issues, and boost satisfaction.

• Directed onboarding, reviews, and training to hit KPIs, uncovered upsell paths, and operationalize tools, leveraging AI (Claude/Co-Pilot/ChatGPT) to automate documents and research for efficiency.

• Managed large datasets with QA rigor, keeping stakeholders in the loop on fixes for platform performance and custom reports, ensuring smooth execution under tight deadlines.

• Maintained a KPI CSAT of 98.8% over the past 3+ years. Client Delivery Specialist Nov 2011 – Jan 2014

Nielsen · Schaumburg, IL

• Led project timelines from scope to delivery for data-heavy initiatives, troubleshooting CPG client issues and streamlining processes to deliver error-free results on time.

• Gave technical walkthroughs to teams and clients on platform quirks, pricing/reporting, and tracking—building trust and efficiency in fast-moving environments.

• Ran deep QA dives to lock down database accuracy, cutting repeat problems and mentoring global juniors to uphold standards under pressureIndustries: CPG · Retail · Shopper Behavior · Promotional Strategies PLATFORMS: NIQ Discover · Salesforce · Jira · ServiceNow · Microsoft Dynamics · Power BI · Excel · Word · PowerPoint EDUCATION: B.B.A., Business Marketing · Loyola University Chicago