Nicholas Peck Email & Phone Number

Draper, Utah, Us

Philadelphia, Pa, Us

-Lead the transition and implementation of Driver Support in which we reduced the average response time from 3 weeks to 48 hours in 90 days. We 3x the team from 30 to 90 and cross-trained all Support to work tickets during downtime while keeping our cost per ticket below goal. -Implemented a proactive outreach effort to contact customers to reduce order cancellations by 10% in test markets resulting in thousands of dollars saved each month-Helped scale the Customer Support team 2x to improve ASA by 35% while keeping cost-per-contact below goal.

Lehi, Utah, Us

Company:- Catalyst Investors, Crosslink Capital, A. Capital Ventures, Y Combinator- Scaled the Support team by 4x over three years -Lead efforts to improve CSat from 78% to 85% by reorganizing the Support team to improve workflow and provide greater insights into the customer journey -Partnered with product teams to develop self-service capabilities to reduce customer contacts by over 50% to 1.15 contacts per month -Increased chat adoption from 12% to 40% -Reduced Attrition to 25%

San Francisco, California, Us

Company:- VC/PE Funding ($273.3MM): Google Capital, Sequoia Capital, Ballie Gifford, & Tiger Global Management.- Market leader in the local services marketplace.- Founding CX leadership team member who scaled operations from 0 to 200 within the first 20 days. - Built two greenfield sites in Salt Lake City and a globally dispersed 24x7 workforce in the Philippines - Scaled and supported operations to 380 FTEs in Salt Lake and 1200 FTEs in the Philippines - Key stakeholder in developing a technology ecosystem, which included a full Salesforce instance - Maintained sub 10% attrition by implementing scorecards, career pathing, and an employee engagement team - Assumed responsibility of global operations and improved CSat from 79% to 95% - Optimized channel mix for experience by reducing email to under 10% of total volume - Established weekly cadence with product to build out in-product self-service capabilities - Named Salt Lake Tribune’s best place to work 2 consecutive years

Chicago, Illinois, Us

-Implemented new email platform that improved efficiency and reduced average back log from 24 hours to a 12 hour average-Improved agent utilization through weekly leadership reviews and enhanced scorecard reporting for agents.-Lead and assigned champion roles for supervisors to focus on improving external and internal customer experience. -Maintained service level metrics while handling increased call volume without increasing headcount-Focused on agent retention through stronger floor presence by entire leadership team and being more accessible to agents.

Romeoville, Il, Us

-Directed efforts for multiple departments to ensure 100% of KPIs are achieved. -Implemented strategy to lead the team to manage to a Longest Call Waiting metric from a service level metric. Went from on average from 8:00 minutes a day to under 2:00 minutes a dayImproved occupancy 20% by focusing on cross training agent to handle multiple call types and work on back logged off-phone work-Create and managed department budget of $1.75 million including employee salaries, overhead and incentives.-Key team member in reducing headcount by 50% and still meet KPIs through employee recognition and metric awareness. -Project Lead for managing internal CRM tool to ensure enhancement and development requests are implemented

Bedfordview, Gauteng, Za

-Project lead for working with multiple departments in launching a work at home model to have 15% of our work force working from home. -As the Manager for Account Creation, was responsible for managing and meeting the department budgets. -Team lead in implementing a process improvement team which refined and improved overall experience for both internal and external customers.

Newark, California, Us

Work at Home business operations Manager responsible for leading and managing the day to day operations for customer service team leads and agents to ensure client KPIs are exceeded while they work from home.

Newark, California, Us

Was responsible for managing up to five different programs simultaneously while leading up to 10 team leads and over 150 agents and leading the teams to meet client metrics which equated into maximum bonuses in pay for performance model.