Nikko Echevarria currently serves as a Subject Matter Expert at OutPLEX, where he leverages his extensive background in customer service and technical support to enhance operational efficiency and team performance. With a solid foundation built during his tenure as a Supervising Crew Leader at Nova...
Nikko Echevarria currently serves as a Subject Matter Expert at OutPLEX, where he leverages his extensive background in customer service and technical support to enhance operational efficiency and team performance. With a solid foundation built during his tenure as a Supervising Crew Leader at Nova Southeastern University, Nikko has honed his supervisory skills and developed a keen understanding of call center dynamics. His role at OutPLEX involves not only assisting agents with product-related inquiries and process questions but also managing escalated calls to ensure customer satisfaction and seamless service delivery.
Nikko's expertise extends beyond traditional call center operations; he is adept at implementing marketing strategies that drive engagement and foster customer loyalty. His experience as an ex-athlete, particularly as a utility player in baseball, has instilled in him a strong sense of adaptability and teamwork, qualities that he brings to his current role. He understands the importance of timely communication and regularly utilizes platforms like Slack to keep his team informed and motivated.
Key projects under his leadership include the development of training programs aimed at enhancing agent performance and the implementation of best practices for efficient shift management. Nikko's commitment to excellence is evident in his proactive approach to ensuring agents adhere to schedules, take breaks on time, and maintain high standards of customer service. His diverse skill set, which encompasses online advertising, event planning, and business development, positions him as a valuable asset to OutPLEX, where he continues to drive innovation and support the growth of the organization.
