Nicolas Acero
About Nicolas Acero
Nicolas Acero is a Customer Service Manager with extensive experience in customer service and process improvement. He has worked at Quadient since 2004 in various roles and has a background in managing departmental budgets and enhancing customer experience.
Current Role at Quadient
Nicolas Acero serves as the Customer Service Manager at Quadient, a position he has held since 2021. In this role, he is responsible for managing and optimizing the budgetary expenses of the Customer Service Department, including overseeing spending and overtime costs on a monthly basis. His responsibilities also include making final decisions on employment terminations and performance improvement plans in collaboration with Human Resources. Acero's role is pivotal in ensuring the efficiency and effectiveness of customer service operations.
Previous Experience at Quadient
Nicolas Acero has a substantial history with Quadient, having worked there for over 12 years in various capacities. He began as a Tier 1 Dispatch Representative from 2004 to 2007, followed by a role as Tier 1 Dispatch Rep 3 from 2007 to 2008. He then served as Dispatch Lead for 8 months in 2008 before transitioning to Dispatch Supervisor, a position he held from 2009 until 2021. His extensive experience within the company has contributed to his current managerial role.
Early Career at Stream Global Services
Before joining Quadient, Nicolas Acero worked at Stream Global Services as a Bilingual Customer Service Representative in 2003. During his 7-month tenure in Carrollton, Texas, he implemented process improvement initiatives that successfully reduced inbound call traffic and enhanced the overall customer experience. This early experience laid the groundwork for his future roles in customer service management.
Education Background
Nicolas Acero studied at Fundacion Universidad Central de Colombia from 1999 to 2001. His education provided him with foundational knowledge and skills that have supported his career in customer service and management. The two years spent at the university contributed to his professional development and understanding of business operations.
Collaborative Relationships and Performance Enhancement
In his current role at Quadient, Nicolas Acero has developed strong collaborative relationships with various departments, including Workforce Management and Training Operations. These relationships are essential for enhancing departmental performance and ensuring that customer service operations align with corporate objectives. His ability to work across departments demonstrates his commitment to improving service delivery and operational efficiency.