About Me
I’m Nicole Kope, a Customer Success leader passionate about helping teams and customers succeed together. With over a decade of experience in retail, automotive, and SaaS environments, I’ve developed a proven ability to improve NPS, increase productivity execution, and enhance employee retention through strategic coaching and process design.
I believe success begins with listening, empathy, and turning insights into action. Whether guiding teams, refining customer journeys, or scaling onboarding programs, I focus on creating measurable results—and meaningful experiences.
Case Studies & Highlights
Customer Experience Transformation — Walmart
Challenge: Customer satisfaction scores lagged below company benchmarks due to inconsistent service execution.
Action: Led training initiatives and real-time coaching for over 30 associates, focusing on service recovery and proactive engagement.
Result: Achieved measurable NPS improvement, increased retention, and boosted morale and productivity.
Takeaway: Empowered employees create exceptional customer experiences.
Process Optimization — Automotive Sales Operations
Challenge: Delays in follow-ups and data entry limited customer satisfaction.
Action: Introduced structured Salesforce workflows and trained the team on proactive communication.
Result: Reduced response times by 40%, increased retention to 95%, and improved customer satisfaction.
Takeaway: Process clarity and accountability create a seamless customer journey.
Leadership & Engagement — Team Development Across Roles
Challenge: Turnover was limiting service consistency and customer experience.
Action: Implemented engagement strategies, recognition systems, and peer mentorship.
Result: Improved employee retention, enhanced productivity, and built a stronger customer-focused culture.
Takeaway: Investing in people drives sustainable success.
Tools & Expertise
- Customer Success Platforms: Salesforce | Slack | Zendesk | HubSpot | Asana | Microsoft 365
- Core Strengths: Onboarding | Renewals | Expansion | Customer Health Scoring | Process Optimization | Cross-Functional Leadership | NPS/CSAT Strategy
On The Brink 