Nicholas Wilson

Nicholas Wilson Email and Phone Number

Associate Director - Strategic Program Planning and Development @ Verizon
Nashville, TN, US
Nicholas Wilson's Location
Nashville Metropolitan Area, United States
Nicholas Wilson's Contact Details

Nicholas Wilson work email

Nicholas Wilson personal email

About Nicholas Wilson

Experienced Leader with a strong work ethic and ability to build productive, synergistic relationships. Large scale Project Management Leadership experience. Strategy and results driven. Adept at communicating effectively with customers, vendors, staff, and all levels of leadership. Motivates others to perform to their maximum potential through inspection, feedback, reporting and analytics. Exceptional organizational, time management and strategic planning skills. Able to execute on multiple priorities simultaneously with leading results.Nicholas is currently a Sr Manager Program/Project Management for Verizon, a Fortune 20 technology & telecommunications company. Nicholas leads a team of managers responsible for orchestrating successful launches of high-priority initiatives, playing a critical role in delivering on business priorities. In this role, Nicholas works cross-functionally with business leaders applying project management methodologies, identifying business impacts, project scope, strategy, tracking, measurement and execution. He assesses all functional execution, directing strategy, action planning, implementation and execution, and conducts frequent assessments of his team’s project progression through scheduling and milestones.Prior to assuming his current role, Nicholas managed field-wide programs and projects focused on employee retention and development through training and rotational opportunities. Nicholas worked with and developed leaders ensuring we had the bench strength to deliver on the future of our work. He drove results in key performance measurements through others by influencing strategies and actions. Nicholas also managed/drove center-wide cost controls, profitability, efficiency, shrink, scheduling, and absenteeism metrics, as well as running incentive programs. He has served as a Supervisor in both Wireless Customer Service and Technical Support departments, with responsibility for coaching and developing frontline employees while driving key performance metrics.Progressing quickly through roles of increasing responsibility, Nicholas fosters forward-thinking professionals to explore innovative solutions and drive company priorities. He earns the respect of his stakeholders through transparency, trust, sharing best practices, availability, accountability and integrity.Nicholas earned his Bachelors of Science with concentrations in both Marketing and Management in 2006 from the University of Maine.

Nicholas Wilson's Current Company Details
Verizon

Verizon

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Associate Director - Strategic Program Planning and Development
Nashville, TN, US
Website:
verizon.com
Employees:
97920
Nicholas Wilson Work Experience Details
  • Verizon
    Associate Director - Strategic Program Planning And Development
    Verizon
    Nashville, Tn, Us
  • Verizon
    Associate Director - Strategic Program Planning
    Verizon May 2023 - Present
    Nashville Metropolitan Area
    Virtual leadership of program and project managers. Fostering partnerships with individuals, leaders, and teams in a highly matrixed organization. Oversee the orchestration of activities of multiple functional disciplines to deliver products and services to the customer on time and at budget.Synthesize large complex business and technical requirements into manageable pieces, oversee internal and external stakeholder meetings, review comprehensive implementation and project schedules, and support the team in meeting aggressive deadlines. Receive broad guidance and be accountable for project or program results. Exercise considerable judgment in ensuring work is accomplished without considerable direction.- Leading a team of project managers to plan and execute high visibility, complex launches - maximizing their skills & time via effective workload management & development activities.- Represent the interests of customers and employees.- Ensuring executive alignment on the strategy, scope, design, customer/employee journeys, and channel readiness activities.- Forging cross-functional partnerships to get work done and solving any challenges that arise.- Promoting and participating in continuous improvement of processes/tools to deliver more value.- Monitoring project progress, anticipating and reducing risk.- Owning the creation of compelling and well-supported executive presentations to communicate strategy, scope, design, risks/mitigations, trade-offs, readiness plans, and status updates at senior leadership meetings and governance reviews.- Presenting to COO and SVP level audience on progress and plans.- Interview, hire, and train new project managers.
  • Verizon
    Mgr-Prog/Proj Mgt - Cs Hq Mobile Gtc Ops
    Verizon Nov 2019 - May 2023
    Murfreesboro, Tennessee
    Foster local and virtual partnerships with individuals, leaders, and teams as a Project Manager for our Customer Service HQ Mobile Go To Channel Operations team. Required to orchestrate the activities of multiple functional disciplines to deliver products, promotions and services to the customer on time and at budget.Synthesize large complex business and technical requirements into manageable pieces, lead internal and external stakeholder meetings, develop comprehensive implementation project schedules, and meet aggressive deadlines. Support organizational priorities by ensuring flawless execution for critical projects - initiatives, enhancements, promotions, device launches, etc. Applying project management methodologies, business impacts, scope, strategy, tracking, measurement and execution. Facilitate the identification of risks, create user stories, direct strategy, action planning, implementation and execution. Receive broad guidance and be accountable for project or program results. Exercise considerable judgment in ensuring work is accomplished without considerable direction.Stakeholders:Marketing, IT, Vendors, Public Policy, Compliance/Risk Management, Business Transformation, Reporting/Analytics, WFP&A, Quality Assurance, Revenue Generation & Retention, Culture & Communications, Training, and FP&AFunctional Accountability:- Assemble All-Inclusive project team- Develop and accurately maintain key governance documents- Define & document project work, determine scope, analyze risk, and prepare & maintain timeline- Manage stakeholders effectively- Provide direction about overall customer & employee experience- Track all reported issues & manage through to resolution- Responsible for full end to end project management of long term, strategic projects which impact the CS organization- Key point of contact for programs and projects- Deliver operational and executive briefings including status updates, technical issues/solutions, timelines, etc
  • Verizon
    Cs Ops Sr. Analyst - East Employee Experience
    Verizon May 2018 - Nov 2019
    Murfreesboro, Tennessee
    Sr. Analyst for our East Field Operations team. Partnering and leading leaders locally and virtually across our six field CS sites (TN, the Carolinas, and GA). Leading, coaching, developing and partnering with LEAD Supervisors to effectively drive results and execute on company priorities through managed projects locally and virtually.Project Owner for field wide new employee experience, LEAD Supervisor development, and Job Rotation initiatives. Creating, strengthening and leveraging partnerships across multiple company organizations and work streams to enhance career development and employee experiences.Project team member for SharePoint/online tools and resources development/enhancement
  • Verizon
    Hq Cs Ops Sr. Project Analyst - Hba
    Verizon Oct 2017 - May 2018
    Hq (Murfreesboro, Tennessee)
    Responsibilities canvass the entire HBA organization - North, South, & West Fields (1,200+ employees). Works alongside other Project Managers/Sr. Project Analysts focusing on the expansion and evolution of the Home Based Agents program. Partnering with key leaders, stakeholders, field partners and business partners to provide critical support in Project Management, reporting, and direction on emerging HBA priorities. Establishing close working relationships with IT, RM, and Training to work through and communicate critical processes, tracking, and updates that impact the productivity of the HBA program.Key responsibilities include: Back-end Logistics - ensuring program processes result in a seamless agent experience. IT Liaison - partnering with members from our End User Support IT staff to work through critical issues and report back to front-line and HQ teams. Disaster Recovery Point of Contact - defining, evolving, and expediting the processes that IT, NCC, RM, Operations, etc. will follow when critical issues arise in the HBA environment. Reporting - creating and disseminating reports to our frontline HBA Operations team (based in the SFO organization) to help drive coaching effectiveness in the areas of ACS, Efficiencies, Loyalty, Cost Control, Profitability, etc. IP Audits - auditing agents and their connecting IP addresses to ensure individuals are maintaining compliance with data connectivity, home office, and address requirements. Identifying and working through bottlenecks in the hiring process with other members of the HQCS Ops team. Project Manager for brick and mortar HBA job rotations - creating, identifying key stakeholders, training, launching, and supporting 14 locations as they provide opportunities for front-line brick and mortar employees to experience a day as an HBA employee.
  • Verizon Wireless
    North Csfo Sr. Analyst - Employee Experience
    Verizon Wireless Nov 2015 - Oct 2017
    North Field (Murfreesboro, Tennessee)
    Field Consultant for all North customer service contact centers (Bangor - ME, Wallingford - CT, Rochester - NY, Hilliard - OH, Charlotte - NC, Wilmington - NC, Charleston - SC, Murfreesboro - TN, and Franklin - TN) focusing on the employee experience at all levels within the organization. Partnering with North teams to create a working culture within the call centers to reduce absenteeism. Provide insight and support to frontline leadership on the impacts to the business and customer experience when staffing levels are lower than projected needs. Subject matter expert in all things shrink, employee time, and attendance related occurrences, including: Vacation, FMLA, STD, LTD, LOA, WPA, etc. Share best practices and standardize processes to improve the overall availability and productivity of the North centers. Career Development liaison for all North centers regarding job shadowing opportunities. Development, reporting, and communication point of contact for daily, monthly, quarterly, and yearly attendance incentives. Project Management experience; Created, developed, launched and staffed Job Rotation Program. Facilitated the permanent closure and asset reallocation of three Customer Service contact centers in the North Field. Managed structure, requirements, staffing levels and call routing for national escalation queue.
  • Verizon Wireless
    Consultant - Customer Service Operations
    Verizon Wireless Jul 2013 - Oct 2015
    Northeast Area (Bangor, Me)
    Northeast Area Transformation Team - Partnering with Northeast Area teams to control costs, drive revenue, and boost efficiencies while creating/maintaining a best in class customer experience. Subject matter expert in all things cost, revenue, and efficiencies related. Communicate information through all levels of leadership. Share best practices to improve the overall performance of the Northeast Area.Northeast Area Shrink Optimization Team - Partnering with Northeast Area teams to create a working culture within the call centers to reduce absenteeism. Providing insight and support to frontline leadership on the impacts to the business and customer experience when staffing levels are lower than projected needs of the business. Subject matter expert in all things shrink, employee time, and attendance related including: vacation, FMLA, STD, LTD, LOA, WPA, etc. Share best practices and standardize processes to improve the overall availability and productivity of the Northeast Area.
  • Verizon Wireless
    Supervisor - Technical Support
    Verizon Wireless Dec 2012 - Jul 2013
    Wilmington, North Carolina Area
    Supervision of medium sized team of Technical Support Professionals focusing on Team-building, Staff Development & Coaching, Quality Assurance, and Accomplishment of Company Priorities. Administrative tasks including Analysis of statistical trends to recognize and address oportunities to drive departmental, as well as, overall company performance, Spreadsheet Creation, Meeting Planning, Expense Reduction, and Report & Document Preparation. Escalated call handling to provide First Contact Resolution while enhancing the overall customer experience in order to promote lasting, profitable relationships for our company.
  • Verizon Wireless
    Supervisor - Customer Service
    Verizon Wireless Oct 2010 - Dec 2012
    Wilmington, North Carolina Area
    Supervision of medium sized team of Customer Care Professionals focusing on Team-building, Staff Development & Coaching, Quality Assurance, and Accomplishment of Company Priorities. Administrative tasks including Analysis of statistical trends to recognize oportunities and drive performance, Spreadsheet Creation, Meeting Planning, Expense Reduction, and Report & Document Preparation. Escalated call handling to provide First Contact Resolution while enhancing the overall customer experience in order to promote lasting, profitable relationships for our company.
  • Verizon Wireless
    Customer Service & Technical Support
    Verizon Wireless Aug 2006 - Oct 2010
    Wilmington, North Carolina

Nicholas Wilson Skills

Call Centers Customer Experience Leadership Customer Satisfaction Team Building Customer Retention Management Team Leadership Customer Service Telecommunications Training Technical Support Mobile Devices Coaching Cellular Communications Leadership Development Strategy Analysis Statistical Data Analysis Cost Management Process Improvement Troubleshooting Communication Skills Organization Computer Proficiency Strategic Planning Mobile Technology Account Management Employee Training Billing Systems Employee Management Performance Management Microsoft Excel Staff Development Employee Engagement Development Of Employees Business Planning Microsoft Office Conflict Resolution People Management Negotiation Wireless 4g Lte Cold Calling Wireless Broadband Net Promoter Score Business Process Improvement Wireless Technologies Sales Project Management Microsoft Powerpoint Microsoft Project Tableau

Nicholas Wilson Education Details

Frequently Asked Questions about Nicholas Wilson

What company does Nicholas Wilson work for?

Nicholas Wilson works for Verizon

What is Nicholas Wilson's role at the current company?

Nicholas Wilson's current role is Associate Director - Strategic Program Planning and Development.

What is Nicholas Wilson's email address?

Nicholas Wilson's email address is nc****@****ail.com

What schools did Nicholas Wilson attend?

Nicholas Wilson attended University Of Maine.

What skills is Nicholas Wilson known for?

Nicholas Wilson has skills like Call Centers, Customer Experience, Leadership, Customer Satisfaction, Team Building, Customer Retention, Management, Team Leadership, Customer Service, Telecommunications, Training, Technical Support.

Who are Nicholas Wilson's colleagues?

Nicholas Wilson's colleagues are Christine Carmody, Stephen Holley, Jason Thomson, Melissa Clarke, Bill Sheely, Martin Moiba, Yolonda Campbell.

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