Nick Moorehead Email and Phone Number
Nick Moorehead work email
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Nick Moorehead personal email
Highly motivated, customer centric experienced manager with proven success in the areas of operations, vendor relationships, contract management, and contact center operations. A data driven, results oriented leader with a record of driving continuous improvement while working both independently and collaboratively in a fast-paced environment. A highly organized management professional, with an inherent business acumen that has been sharpened through years of technical and customer service leadership.
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Technical Account ManagerNice Cxone Jan 2022 - PresentColorado, United StatesSeasoned operations and account management professional, who owns the customer relationship and becomes their advocate within NICE CXone. Engages with the customer, working to solution complex problems and providing support, working closely with the customer to ensure their success. -
Operations ManagerFirstsource Jul 2021 - Jan 2022Colorado, United StatesProvides direct leadership to the remote call center management team and is responsible for overall performance as evidenced in quality of customer interactions, compliance to policy and processes, talent development and retention, achievement of defined agent and manager goals, adherence to budget, and revenue. Managed teams in Medicaid and Marketplace Healthcare.* Provide leadership to the management and non-management teams to achieve desired service levels, expense control, employee development, and knowledge management including defining departmental policies, process, and training.* Lead activities to ensure ongoing evaluation of performance and continuous improvement initiatives, working to drive effectiveness and efficiency in the department.* Develop strong, long-term relationships with client, working to drive profitability and ensure compliance to client standards and processes. -
Operations ManagerMissionside Oct 2019 - Oct 2020Pueblo, Colorado AreaManaged call center operations, ensuring compliance with government procedures specific to privacy and data regulations. Trained Operations Supervisors and team members with an eye for quality process assurance and customer satisfaction. Partnered with Workforce Optimization to maximize productivity by evaluating staffing needs and adherence to budget guidelines. Directed action and planning with evolving COVID-19 safety regulations. Obtained active secret level security clearance.* Achieved recognition as one of the top three performing sites among all of the locations in the 2020 Census program. * Met Key Performance Indicators and exceptional customer service level expectations. * Facilitated coaching and leadership development of center staff.
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Director Of OperationsWow! Internet, Cable & Phone Sep 2016 - Jun 2019Charleston, South Carolina AreaMaintained operational oversight for the field service team, encompassing a variety of responsibilities to include customer care, local sales, warehouse distribution, and technicians across installation, repair and network departments. Led overall direction of operations, setting goals, defining quality standards and fostering employee adherence to processes and procedures. Drove optimal performance to residential, commercial, B2B and wholesale customers. Identified and implemented new technologies compatible with existing systems. Managed budget, finding cost-savings and approving expenditures. * Guided organization to multiple internal award victories, defined by team performance. -
Manager Of Vendor RelationshipsWow! Internet, Cable & Phone Dec 2012 - Sep 2016Colorado SpringsServed as the business relationship manager with a Business Process Outsourcing vendor. Facilitated oversight of multiple sites to include goal identification, site leadership development, and drive focus on Key Performance Indicators. Continual review of budget compliance, training, required staffing, and service levels for sales and service organizations. Analyzed resource allocation. Negotiated contract revisions, working to ensure adherence to contract and budget. * Established the successful initiation and ongoing operations of five call centers – three domestic and two international – in partnership with vendor. * Operated within 2% of a $15 million annual budget.
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Manager Of Systems SupportWow! Internet, Cable & Phone Jul 2006 - Dec 2012Colorado Springs, Colorado AreaDrove business goals and objectives between Customer Relationship Manager vendor and customer care organizations. Collaborated with department leads to drive business objectives. Supervised system support specialists. Developed trusted client relationships, leading to enhanced customer retention. Partnered with Customer Experience organization to focus on continuous improvement. * Successfully oversaw three Customer Relationship Management billing conversions.* Created projects to analyze data and execute seamless integration of acquired companies into existing systems. * Implemented a ticketing system to identify errors and issues. Within five years, the number of error submissions was reduced by 75%.
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Customer Care SupervisorWow! Internet, Cable & Phone Sep 2003 - Jul 2006Colorado Springs, Colorado AreaPreparing call center representatives post training to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all company objectives, performance standards, and policies. Identifying operational issues and coaching improvements. Monitoring and evaluating agent performance, taking corrective action, if necessary. Partnering with management team members to support agents and maximize customer satisfaction.
Nick Moorehead Skills
Nick Moorehead Education Details
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University Of PhoenixBusiness Administration And Management, General -
Business Administration, Management And Operations
Frequently Asked Questions about Nick Moorehead
What company does Nick Moorehead work for?
Nick Moorehead works for Nice Cxone
What is Nick Moorehead's role at the current company?
Nick Moorehead's current role is Customer Success and Engagement.
What is Nick Moorehead's email address?
Nick Moorehead's email address is ni****@****rce.com
What schools did Nick Moorehead attend?
Nick Moorehead attended University Of Phoenix, University Of Phoenix.
What are some of Nick Moorehead's interests?
Nick Moorehead has interest in Civil Rights And Social Action, Animal Welfare, Children, Human Rights.
What skills is Nick Moorehead known for?
Nick Moorehead has skills like Call Centers, Vendor Management, Customer Service, Process Improvement, Telecommunications, Training, Management, Customer Experience, Account Management, Contact Centers, Quality Assurance, Strategic Partnerships.
Who are Nick Moorehead's colleagues?
Nick Moorehead's colleagues are Ibanga Etim, Sandeep Kumar, Pravesh Shukla, Carlos Condore, Sachin Sonune, Sarale Lionel, Linoy Siman Tov.
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