Nicole Walker Lott Email and Phone Number

In this role, I guide our board in crafting impactful strategies foraffordable housing development, fundraising, and program growth, all aimedat fostering sustainable success and stronger community impact. My financialinsights have played a pivotal role, driving significant profit increasesand strengthening our organization’s fiscal health for the long term.• Improved community engagement and donor support by driving strategicinitiatives as a board member for GDA Development Association and Whim W’HimSeattle Contemporary Dance Company.• Enhanced board governance and operational efficiency by implementingcompliance measures, leading to streamlined processes and reduced regulatoryrisks.• Advised board members on risk assessment and strategic decision-making,resulting in increased donor engagement and stronger organizationalpresence.

I led the customer success strategy at ABC Legal Services, empowering ouraccount management and support teams to boost client retention andsatisfaction. By implementing proactive programs focused on resolvingcustomer needs, I helped elevate satisfaction metrics and deliver a seamlessexperience. Leveraging data and analytics, I extracted insights intocustomer behavior, refining our approach. Additionally, I reviewed andoptimized support processes to enhance both efficiency and the overallcustomer journey.• Received appreciation for surpassing revenue targets by 117% via creationand implementation of customer health scorecard with key KPIs.• Attained $400K in headcount savings, improved resolution times by 80%,and raised customer satisfaction by 20% through program and processefficiencies.• Reduced new hire ramp-up and onboarding time by 30% through development oflearning academy how-to videos.

I directed the handling of over 1,000 monthly cases for Tableau products,managing a talented cross-functional team of 200+ professionals, includingsr. managers, managers, and technical leaders. I championed key partner discussions,resolving critical issues and tackling platform challenges to enhancesupport programs. I also trained and mentored individual contributors andmanagers, fostering performance and growth. By introducing QuarterlyBusiness Reviews and Monthly Updates for senior leadership, I ensuredconsistent alignment with our customer commitments. Additionally, I supported ouroffshore Hyderabad team, coordinating English-speaking cases for seamlesssupport, and enhanced collaboration and knowledge-sharing by implementingSlack workflows and data-driven insights to address performance gaps andtraining needs.• Devised and executed strategic plans to establish 24/7 “follow the sun”support model by coordinating with EMEA and APAC region associates.• Elevated customer satisfaction from 3.0 to 4.5 (on a 5-point scale) byimplementing best practices and establishing clear KPIs.• Increased engineer readiness from under 50% to over 90% by enhancingmulti-queue training coverage.• Doubled productivity for premium engineers in handling Premium casesthrough targeted process improvements.

I headed team of 250+ professionals across the U.S. and India, deliveringdigital support services with a focus on strategic leadership for accountmanagers, content designers, and senior managers. I transformed offshoreteams by establishing best-practice workflows and service blueprints,ensuring streamlined operations. Acting as an advocate for the customervoice, I worked closely with service, product, and development teams,reinforcing quality assurance and validation processes. I launched adevelopment program promoting a culture of learning and risk-taking to driveteam resilience and growth. My role included managing high-value servicerelationships for our largest enterprise client, overseeing Detroit supportcenter operations with CBRE, and strengthening enterprise sales support forGeneral Motors through collaboration with senior leaders across Chevy,Buick, and GMC.• Progressed from Manager to Sr. Director by demonstrating consistentadvancement through strategic impact and leadership.• Maximized generation and conversions by 20% through deployment of accountmanagement best practices.• Spearheaded delivery of Leaders in Training program, department-wide tocultivate future leaders and earn HR endorsement.• Achieved 100% customer retention across renewal cycles through proactiveclient engagement and satisfaction strategies.• Generated $4.6M in recurring revenue annually by establishing internallead generation process with 20% close rate.• Secured top-tier customer satisfaction by implementing tailored NetPromoter Score survey across business units.• Delivered 40% cost savings by establishing and managing offshore BPO teamsin Hyderabad and Pune.

I oversaw digital support services by executing annual digital plans,optimizing websites, and steering a talented team of account managers, digital marketers, and content web designers to deliver impactful project strategies. Through deep-divediscussions on social media, content, and SEO best practices, I analyzedclient needs and crafted optimization strategies, incorporating businessrequirements, keyword research, competitive analysis, and link-building forgreater digital visibility. I managed all campaign activities end-to-end,driving content creation and SEO initiatives. Setting quarterly and yearlyperformance objectives, I collaborated closely with senior leadership andinternal teams to establish key productivity metrics and enhance reportingaccuracy.• Leveraged exceptional presentation skills to highlight ProCare Serviceprogram success in corporate OEM visits to Seattle through demonstration ofservice impact and value.• Drove successful delivery of OEM solutions for for brands, includingVolkswagen, Lexus, BMW/MINI, Kia, and Hyundai.Prior experience as Manager - Customer Success at Cobalt