Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Hobbies and Interests
Generic
Nicholas Curran

Nicholas Curran

New York

Summary

Bilingual customer service and compliance specialist with over 6 years of experience in fast-paced, multinational environments. Proven ability to resolve complex guest issues across social media, phone, and chat platforms while ensuring regulatory compliance and operational excellence. Skilled in CRM systems, project coordination, and cross-functional collaboration. Known for empathy, discretion, and a detail-oriented approach that enhances customer satisfaction and team performance. Passionate about building meaningful connections and streamlining processes to support business goals.

Overview

9
9
years of professional experience

Work History

Assistances Coordinator Jr

ASSIST CARD
07.2024 - Current
  • Assist travelers with inquiries and requests related to travel assistance services.
  • Explain the general conditions of travel insurance policies clearly and accurately.
  • Determine applicable benefits and coverage limits based on each case.
  • Coordinate and execute assistance services according to policy terms.
  • Provide empathetic, professional, and efficient support during travel emergencies.
  • Respond to concerns and resolve issues promptly, escalating complex cases when necessary.
  • Maintain organized records and update case files as needed.
  • Work with internal departments to ensure seamless service delivery.

Disability Specialist

Spirit Airlines
11.2023 - 01.2024
  • Serve as the subject matter expert on the Department of Transportation’s (DOT) disability rule (Part 382) and the Air Carrier Access Act (ACAA).
  • Investigate and resolve disability-related guest complaints by crafting accurate, timely, and empathetic responses.
  • Compile, code, and submit annual reports to the DOT detailing all written disability-related complaints.
  • Track complaint trends and collaborate with internal departments to improve guest experience and prevent future service failures.
  • Assist guests with concerns via phone and coordinate with the Refunds team to ensure compensation aligns with DOT guidelines.
  • Identify potential violations and escalate them to relevant departments for resolution.
  • Partner with the Process Optimization Team to enhance procedures and reduce complexity in guest services.
  • Maintain organized records and ensure all communications meet regulatory standards.

Social Guest Care Specialist

Spirit Airlines
11.2021 - 10.2023
  • Support Spirit’s social media strategy by writing copy, managing guest relations workflows, and maintaining brand presence across platforms.
  • Respond to guest messages on social media (Twitter, Facebook, Instagram, etc.) with accurate, empathetic, and well-written replies.
  • Handle escalated cases, bad reviews, and negative news; assist with DOT-prone tickets to de-escalate issues.
  • Track sentiment, identify trends, and report insights to internal teams; notify Brand and OCC (Operations Control Center) of outliers or operational impacts.
  • Analyze common issues and propose solutions; collaborate with other departments to improve service and reputation.
  • Create engaging posts, build meaningful connections with guests, and encourage dialogue through Spirit’s social channels.
  • Work with external vendor teams to manage volume, workflow, and escalations—especially during IROPs (Irregular Operations).
  • Maintain records, provide feedback to supervisors, and support continuous improvement in guest care processes.
  • Notify OCC when guest volume or social mentions indicate potential disruptions or the need for travel advisories.
  • Measure and improve social effectiveness using key metrics; create weekly impact reports.

Customer Service Representative

Global Response
10.2016 - 10.2020
  • Respond to customer inquiries via phone, email, and chat regarding Zara.com products, orders, returns, and exchanges.
  • Assist with tracking shipments, resolving delivery issues, and processing returns or refunds.
  • Provide detailed information about Zara’s clothing, sizing, availability, and styling suggestions.
  • Clarify Zara’s policies on returns, exchanges, and promotions to ensure customer understanding.
  • Handle escalated complaints with professionalism and empathy, aiming for first-contact resolution.
  • Engage with customers across various platforms including social media, live chat, and email.
  • Utilize customer relationship management tools to log interactions, track cases, and follow up on unresolved issues.
  • Maintain high standards for response time, accuracy, and customer satisfaction metrics.
  • Uphold Zara’s brand image by delivering courteous, fashion-savvy, and solution-oriented service.

Education

Associate of Science - Business Administration

Southern New Hampshire University
Online
06.2022

High School Diploma -

Penn Foster High School
Online
03.2018

Skills

  • Multitasking & time management
  • Discretion & confidentiality
  • Process improvement
  • Customer service & complaint handling
  • Relationship building
  • CRM software proficiency
  • Verbal & written communication
  • Regulatory compliance
  • Operations & project coordination
  • Team oversight & planning

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

Assistances Coordinator Jr

ASSIST CARD
07.2024 - Current

Disability Specialist

Spirit Airlines
11.2023 - 01.2024

Social Guest Care Specialist

Spirit Airlines
11.2021 - 10.2023

Customer Service Representative

Global Response
10.2016 - 10.2020

Associate of Science - Business Administration

Southern New Hampshire University

High School Diploma -

Penn Foster High School

Hobbies and Interests

Coffee Tasting & Café Culture – Exploring specialty brews and local coffee shops

Dancing & Cooking – Enjoying creative expression through movement and cuisine

Reading & Cinema – Engaging with stories that inspire empathy and insight

Cultural Exploration – Embracing bilingual and bicultural experiences

Personal Development – Continuous learning through podcasts, articles, and workshops

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