At A Glance

Nicholas Ramirez transitioned from the events industry to become customer experience manager at ProClip USA, bringing expertise in automation and data analysis to the custom phone mount manufacturer. In his first six months, he has implemented hybrid work arrangements for his team while developing comprehensive KPI dashboards that prioritize customer satisfaction and operational efficiency. His proactive approach includes weekly Net Promoter Score surveys and persistent follow-up processes that drive product improvements based on customer feedback.

Who is Nicholas Ramirez?

Meet Nicholas Ramirez, the Customer Experience Manager at Proclip!

About Proclip

Proclip’s website greets visitors with an oddly appealing invitation. “Build your car mount!” By clicking the link, you are brought to their custom phone clip builder menu, where you have the option to design a personalized car mount for your phone. 

The company sets itself apart by providing an incredible number of options specific to both your car and your phone. 

Nicholas’s CX Journey

Nicholas Ramirez transitioned into customer experience management at ProClip USA after building expertise in the events industry. "I'm the customer experience manager at ProClip USA. I've been here about six months," he explains, noting the significant shift from his previous role "managing customer experience at a business that was really focused on the events industry is a major shift in core customer needs and desires."

ProClip USA represents a completely different market focus. "We focus on custom made phone mounts for vehicles so very different product lines than the event specific personalized goods I came from." Nicholas notes. 

His career progression followed a natural evolution from frontline service to strategic oversight: "I started in customer service roles, really just doing the inbound stuff and then I found my way into management and then eventually automation and data analysis." This combination of skills proved attractive to ProClip USA, who "reached out to me back in November" for the position, creating an "interesting little switch" from events to automotive accessories.

What Excites Nicholas About CX

Nicholas finds deep satisfaction in identifying and solving operational challenges through data-driven analysis. "I love finding opportunities for improvement and then building a plan," he explains of what drives his passion for customer experience work. "It is incredibly rewarding to analyze the data we have coming in."

His approach combines analytical insight with practical implementation. "Finding a solution. Simplify a process or dedicate more resources," Nicholas notes, emphasizing the satisfaction that comes from "seeing through problems" to create meaningful improvements in customer experience operations. This systematic approach to problem-solving and process optimization represents the core of his professional motivation at ProClip USA.

The CX Team at ProClip

Nicholas manages ProClip USA's customer experience team with a strategic approach to work flexibility. "We actually just started hybrid on April 1st. I was really excited to be able to offer that to the team," he explains. Currently, his team works "in the office three days a week, from home two days a week."

He plans to adjust this balance as the team grows. "Once I bring in those two additional hires, I'm looking to switch that. So it's two in office, three from home," Nicholas notes, emphasizing the benefits: "It's just a better work-life balance." His experience supports remote productivity: "I tend to find, both in my past experiences and here, that our productivity is actually better when we're working from home." However, he recognizes the importance of maintaining company culture, especially for new team members: "I don't want to lose those culture pieces, especially with new hires. I think it's important to be able to give the new employees the support that they need."

Challenge as a Leader

Nicholas faces the common challenge of balancing multiple priorities as a new manager in a complex organization. "For me, especially being newer in the organization, it's ensuring that I have enough time to really dedicate to my team," he explains. "There is no shortage of work in getting to know all the different departments, getting to learn our products, our systems and all of these aspects, and then I'm trying to work on process improvement."

His solution involves strict time management discipline. "For me, it's really making sure that my time management is like lockstep. I want to make sure that I do time blocking," Nicholas notes, describing his structured approach: "I'll spend an hour focusing on one-on-ones, I'll spend an hour focusing on one project, then an hour on the next." This systematic method helps him navigate his primary challenge: "Making sure that I constantly have enough time for all of the things that are going on essentially."

CX Team Success Factors

ProClip USA's customer service operates primarily through digital channels, with email dominating their communication mix. "Primarily email. I would say about 70% of our volume is all via email," Nicholas explains. "Some of that comes through like a form request on our website, the rest of those emails are just straight up email to customer experience team."

The remaining customer interactions are distributed across multiple touchpoints. "The remaining 30% splits between like social engagement on Facebook that then comes into us for marketing and then phones then chat," he notes. Within this mix, traditional phone support maintains importance.

KPIs Nicholas Looks At

Nicholas employs a comprehensive approach to measuring customer experience success through carefully selected metrics. "I'm a firm believer that there are going to be in every organization KPIs that you should be looking at to drive the overall business growth," he explains. However, he recognizes the need for balance: "Those KPIs aren't going to be 100% correlated to what individuals on your team should be doing, but there are things the team should be doing to drive towards those. For instance, my individual team members don't have an NPS goal, however they do have specific individual response time goals which in turn drives improved NPS scores and satisfaction with our customers"

His strategy focuses on prioritized, actionable metrics for his team. "I've picked five goals that I find really important for the team, highlighting customer satisfaction and accuracy" creating dashboards organized by priority to align individual performance with business objectives." Nicholas notes, emphasizing the importance of hierarchy: "The goals always need to be weighted by importance for how our team drives towards them." 

These include customer satisfaction scores, email turnaround time, and one-touch resolutions, with dashboards organized "from top down." Beyond individual performance, he tracks broader operational indicators: "I'm looking at things like speed of answer, average talk time, what our call dispositions are. I always want to know why our customers are reaching us and how we can help improve that experience to mitigate some of that so that they're getting faster solutions."

Revenue Generation/AI/topics of interest 

Nicholas takes a proactive approach to gathering and acting on customer feedback at ProClip USA. "I personally send out a Net Promoter Score every week. I look at the orders that were sent in the past two weeks, and we send that out," he explains. This regular feedback collection provides valuable insights: "Understanding both customer satisfaction from what's working and then also like man we've got to improve on this area."

The data drives specific improvements, such as recognizing when customers express "frustration over a lack of install information" and responding with "video installation instructions." His team maintains persistent follow-up practices: "Our team does a really good job of following up. If we get engagement from customers we'll snooze rather than close them and then we'll make sure that we're following up if we haven't heard back."

Looking toward the future of customer experience, Nicholas anticipates significant technological disruption. "I really feel like AI is going to end up taking over pretty much all of the written" communication, "in a lot of businesses" he predicts. "There's all these new softwares that are coming out that are doing voice software for AI that you can put in your voice, train the model, and then they'll do the sales piece." While acknowledging the efficiency potential, he recognizes the challenges: "Which is scary, right? Just from a staffing perspective, like we obviously want to have live people here to service things.

“But there’s obviously always going to be a need for live people. There’s going to be those human interactions you can’t replace.”