Nestor Nicolau's Linkedin Analytics

Corporate etiquette has its time and place. Bear with me here, for in my One-on-ones is the place for uncomfortable yet okay conversation topics. For starters, I am far more fond of WOM than preaching about my exploits. However, I love sharing stories about what I learned from great managers and mentors I’ve been wicked lucky to have. From them, I developed an acquired taste for advising, training, and mentoring others. Seeing your people grow into a better version of themselves feels pretty good, doesn’t it? I keep to heart “Hire for attitude and train for skill”. From people I’ve worked with or hired, I learned the hard way that having an education hardly correlates with brilliance or performance. About my professional background, I was raised and trained to take over the family business. Although this path taught me the meaning of ownership, discipline, and accountability, I ultimately chose to follow my own. Blizzard Entertainment and Wargaming.net - video games industry (boxed, subscriptions, and F2P) - I started as a Game Master helping customers and progressed to managing a global product portfolio of 21 brand CRMs, Help Centers, and knowledge bases. My roles got me into Customer Experience and honed my skills in optimizing SOP and customer journeys from A to Z. Bitpanda.com - Crypto and Stock Exchange (retail and institutional investors) - I focused on establishing Customer Experience and Customer Centricity. I dived into AI, RPA, and machine learning to connect customer sentiment with App data points, aiming to decrease churn and increase the CLV by transforming Support into a revenue generator. There's A LOT to unpack on this one. In the meantime, I also defined and set up the Support QA department. Tatum.io - Blockchain infrastructure services (SaaS and IaaS) - I built the Support team from the ground up while chipping in for upsells with Success and closing Enterprise deals with Sales. As one would expect, building and keeping a close relationship with EP customers paid off big time in ARR. As a takeaway, I believe that “the best Support is the one you don’t need”, but if required, it should be good. On products and services I use or work on, I want an effortless and convenient experience. Don’t we all love it when things just work?