Nickolai Andrew Dacut Operations Manager

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Operations Manager

Virtual Staffing Solutions

Jan 2024 - Current (2 years 10 months)

Homegrown leader managing daily operations for a high-volume telco retention account. I drive performance in saves, churn reduction, quality, sales and customer experience while leading and developing frontline teams.

I focus on performance management, process improvement, and data-driven decision-making, working closely with cross-functional partners to meet business goals. With firsthand experience in the line of business, I’m able to coach effectively, optimize workflows, and deliver strong retention results.
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Team Manager

TECH MAHINDRA INC.

Jan 2023 - Jan 2024 (1 year 1 month)

Led a high-performing technical support team in delivering exceptional customer service for a UK Telecommunications account. Managed operations performance, employee development, and customer experience initiatives while consistently driving results across customer satisfaction, productivity, quality, and service level metrics. Successfully coached advisors to improve technical troubleshooting skills, resolve complex customer issues, and achieve business objectives in a fast-paced contact center environment.
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Team Leader

Sitel Digital Services

Nov 2021 - Jan 2023 (1 year 3 months)

Experienced Team Leader with a strong background in mobile telecommunications, leading teams across customer service, sales, technical support, and customer retention. Proven ability to improve operational performance, develop high-performing teams, enhance customer experience, and drive revenue growth through effective coaching, strategic leadership, and data-driven decision-making. Skilled in stakeholder management, performance optimization and achieving business objectives in fast-paced contact center environments.

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Nickolai Andrew Dacut

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Nickolai Andrew Dacut

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