Nicholas Fisk Email & Phone Number

Boise, ID, US

• Key Accountabilities:
• Define technology strategy and roadmap for Consumer Sales Systems
• Analyze and improve business processes to support the execution of B2C sales activities
• Oversee inbound and offline Back Office teams performing Sales Order Support functions for Retail, Inbound Call Centers, and Indirect Sellers
• Direct Sales Compliance operations to ensure the integrity and accuracy of sales order submissions

• Key Accountabilities:
• Responsible for providing leadership to 10 direct reports and 100+ total personnel while orchestratingthe transformation of key consumer technology platforms; manages ~$100M CapEx and subsequentreportingKey.
• Chosen to create an organization focused on next generation Billing Support System (BSS)infrastructure; designed a PMO centered around the customer journey model, LBGUPS (Learn, Buy, Get,Use, Pay, and Support)
• Designed a Wireless Home Internet Product, which included defined customer product experience fornew billing support system; pilot was so successful, leadership decided to accelerate the scale of theproduct by 9-months
• Created and implemented Lean Portfolio Backlog intake and management process

Boise, Idaho Area

• Key Accountabilities:
• Responsible for providing leadership to 2 direct reports and 10+ total personnel while managing allaspects of the delivery of $10M-$50M ops projects throughout ideation, requirements elicitation anddeployment
• Relied upon guide technical teams to deliver solutions focused on improving customer and end userexperienceKey Accomplishments:
• Established a PMO in support of the record breaking AT&T – Salesforce deal; created missionstatements and executive road show material; created change management approaches to implementSFDC to 70K end users
• Led the implementation of a Customer Loyalty - AT&T Thanks Platinum Contact Center to provideexemplary customer experiences to AT&T’s most valuable customer; NPS: 22% increase from controlcenters

Boise, Idaho Area

• Key Accountabilities:
• Responsible for seamlessly collaborating with project teams of 50+ contributors from multipleorganizations while providing end-to-end project management of $15M+ projectsKey Accomplishments:
• Led a Defect Triage and Prioritization initiative that involved creating a process to review and prioritizetechnical development resources to address issues based on cross-organizational priorities
• Orchestrated the operationalization of an integrated call center support model as the result of amerger

Boise, Idaho Area

• Key Accountabilities:
• Responsible for identifying call driver trends based on text analytics using SAS enterprise and ProC SQLqueries
• Relied upon to provide insightful data and analytics aimed at helping educate leadership’s strategicdecisionsKey Accomplishments:
• Created an automated process via CRM case management function and Microsoft VBA macros toenable front line users to report customers as deceased and automate the closure of their account
• Led a contract negotiation dispute automated response solution utilizing Oracle RightNow to createtext filters and sentiment indicators to group customer emails based on sentiment and reply withautomated response

Boise, Idaho Area

• Key Accountabilities:
• Responsible for root cause analysis training, metrics analytics, issue identification/resolution, as wellad hoc executive supportKey Accomplishments:
• Launched a continuous improvement management system for a 1K seat call center; createdSharePoint intake site and automated workflows; trained front-line, level 1-3 managers on root causeproblem solving techniques
• Created automated notification process to alert first and second line managers to potential negativetrends in team performance indicators

Boise, Idaho Area

• Key Accountabilities:
• Responsible for enhancing customer escalation processes/capabilities for executive personnelKey Accomplishments:
• Spearheaded an Oracle RightNow Queue Management and Reporting solution; created queues tomanage customer email sent to executives, as well as subsequent reporting
• Created new customer onboarding experience to improve new customer Net Promoter Score andreduce churn and order cancellation among new customers

Bachelor Of Arts (B.A.), Organizational Leadership

Awards of Achievement: - Applied Strategic Organizational Leadership - Foundations of Organizational Leadership

Salesforce

Rank: Adventurer Badges: 29 Profile: https://www.salesforce.com/trailblazer/nfisk2

Associate Of Arts (A.A.), Criminal Justice And Corrections

Certificate, Project Management

The Project Management Certificate program follows a Project Management Institute (PMI) approved curriculum that covers all PMI Knowledge.

Education record