Norm Nelson Email and Phone Number
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Imagine changing the tires on a car while it’s moving – crazy, right? That’s the best one-sentence description I can give of working in operations – the part of any business that delivers what was promised to the customer. I’ve previously worked for technology companies like Vivint.SmartHome, the nation’s largest smart home services provider, Omniture (later acquired by Adobe Systems), Numeric Analytics (a systems integrator), and MWI (an SEO shop). At those companies I was lucky to work with some of the smartest people and learn from them, as well as work with some of the biggest firms in the world such as WPP and Accenture, Fortune 500 companies and awesome start-ups. Over the years I’ve been fortunate to work in everything from sales to search engine marketing to customer service and field operations.If someone asked me what I most enjoy about my work, I’d give a two-part answer. First, I’m passionate about connecting with and leading people. I believe the key to success in any industry and in any role is people. Simply put, relationships matter. Second, it’s certainly helped to understand how to run a business. I love getting my hands dirty in a new project, technology or team, and seeing how all the pieces work together. So while I run an operations team today, have run call centers and worked in the software space in the past, I don’t consider myself just an ops guy, call center expert or a software specialist – I get people and I get business, and most importantly, I get how they work together.
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Chief Executive OfficerKings Iii Emergency Communications May 2023 - PresentCoppell, Tx, Us
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Chief Operating OfficerKings Iii Emergency Communications Jul 2018 - PresentCoppell, Tx, UsAt Kings III, we provide critical communication services to help people in distress. We answer the call when seconds count. We know because we’ve been making them count when it matters most for over 30 years. Our best-in-class emergency dispatch service helps you reduce risk, mitigate liability, and lower your cost via our code-compliant cellular technology, all while allowing you to provide better care to your team members, tenants, and guests.
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Senior Director, Field Planning, Deployment And OptimizationVivint Smart Home Sep 2017 - Jul 2018Provo, Ut, UsField Planning, Deployment and Optimization (or PDO) is a newly formed team dedicated to Vivint’s Field Operations organization. Our department purpose is to ensure Vivint places the right technician in the right place at the right time with the right equipment to serve our customers. We’re the behind-the-scenes wizards working to make the lives of our technicians and our customers easier.PDO pulls together the best workforce management practices, along with scheduling and dispatch teams focused on the daily operations of over 1,000 field technicians across the U.S. and Canada to deliver on the Vivint promise to our customers. This team also covers the asset and inventory planning practices necessary to enable the field technician to do their job – serving our customers – as smoothly and as efficiently as possible. -
Senior Director, Customer ExperienceVivint Smart Home Feb 2014 - Sep 2017Provo, Ut, UsTasked to lead Vivint’s largest call center. Responsible for the operation and performance of several teams including phone, email, chat, social media and workforce management. Strategic focus on improving customer experience and working with in-house Product Development and Innovation teams. Extensive experience working with C-level executives, formulating and delivering on customer service strategies to support the overall company strategy. Key Contributions:• Named the 2017 Customer Service Executive of the Year by the American Business Awards (Gold Stevie)• Efforts with my team led to receiving 4 Stevies in 2016: Contact Center of the Year (Over 100 Seats) - Technology Industries (Gold); Contact Center Manager of the Year (awarded to a team member) (Gold); Customer Service Management Team of the Year (Silver); Customer Service Complaints Team of the Year (Silver).• Dual roles. Asked to lead two separate departments in a dual-directorship role. Effectively led both departments for seven months, including during Vivint’s busiest summer sales season. • Customer Management System Migration. Led the team through the impacts of the company-wide migration to Salesforce. Established and led triaging and prioritization of business-critical fixes and processes.• Performance improvements. In the year since the Salesforce migration, used data-driven decision-making to drop Average Handle Time 60 seconds, improve First Call Resolution by 7% and push NPS to all-time highs.• Assumed responsibility for the Vivint Internet customer support group. Tasked to lead the group through the different maturation faces of the new business.
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Director, Central StationVivint Smart Home May 2012 - Feb 2014Provo, Ut, UsHired to lead Vivint’s emergency response teams consisting of two central stations – located in Provo, UT and St. Paul, MN. The team operates 24/7/365 with a focus on fast, accurate emergency response and efficiency. Tasked to improve leadership capabilities and overall efficiency.Key Contributions:• Strengthen leadership. Determined a need for improved on-floor leadership and led team through trainings such as Crucial Accountability and Strength Deployment Inventories. Directed creation of leadership on-boarding training and probationary period. Employee leadership ratings improved 13% over two years.• Reporting Enhancements. Identified an opportunity to improve daily, weekly and monthly operational reporting on performance metrics and budget forecasting. Led the development, testing and rollout of department reporting at the agent, supervisor and station level, including C-level dashboards and budget spend forecasting.• Efficiency Improvements. Identified and acted on an opportunity to drop alarm volume by 27% by changing standard operating procedures for cancelled alarm signals. Reduced cost per subscriber by 25%.
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Industry Sales ManagerNumeric Analytics Mar 2012 - May 2012Philadelphia, Pa, UsSenior inside sales position with responsibility for closing business in the technology, healthcare, finance and non-profit industries. Adobe partner and systems integrator working with Adobe Digital Marketing, Aprimo and Teradata. -
Senior Manager, Channel Partner Account ManagementAdobe Systems Oct 2009 - Mar 2012San Jose, Ca, UsLed Adobe’s only team of Partner Account Managers. Responsible for Adobe’s strategic partnerships with companies like WPP, Accenture, etc. Contributed to Adobe’s revenue growth and partner retention by managing partner relationships in excess of $100 million in annual revenue.Key Contributions• Develop and deliver strategies for partner retention, growth and enablement. • Team partner retention exceeded 90% for 2011; exceeded 2011 growth target at 215% achievement.• Rated in the top 5% of Adobe employees in 2009 and 2010.• Nominated for prestigious Founder’s Award in 2011 for exemplifying Adobe’s values of Genuine, Exceptional, Innovative and Involved. -
Manager, Account ManagementAdobe Systems Aug 2005 - Feb 2011San Jose, Ca, UsPromoted to position to build Omniture’s new mid-market account management team, focused on the growth and retention of Omniture’s mid-market customers. Worked closely with mid-market sales team to close deals and retain customers.Key Contributions• Hired and trained entire team, including development of team processes, policies, training and strategy.• Exceeded revenue targets by 85% annually while meeting retention and customer satisfaction goals.
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Senior Manager, Mid-Market Account ManagementOmniture Aug 2005 - Dec 2009Lehi, Utah, UsThe Mid-Market Account Management team makes up Omniture's largest client base. Our team manages the relationship with our clients by helping them learn how to best tie our products and services to their business needs. -
Vice President, Business DevelopmentMwi Jun 2004 - Aug 2005By doing business development for MWI, I am responsible for making the initial contact with companies who may use our products or services. My responsibilities include networking for the company and initiating relationships with other businesses. MWI offers web development services, as well as branding, marketing, advertising services, and is headquartered in Salt Lake City, Utah. We also have offices in Boise, Idaho and in the Bay Area of California.
Norm Nelson Skills
Norm Nelson Education Details
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Brigham Young UniversityPr Emphasis -
Brigham Young University - IdahoPublic Relations
Frequently Asked Questions about Norm Nelson
What company does Norm Nelson work for?
Norm Nelson works for Kings Iii Emergency Communications
What is Norm Nelson's role at the current company?
Norm Nelson's current role is CEO at Kings III Emergency Communication.
What is Norm Nelson's email address?
Norm Nelson's email address is nn****@****obe.com
What is Norm Nelson's direct phone number?
Norm Nelson's direct phone number is +180170*****
What schools did Norm Nelson attend?
Norm Nelson attended Brigham Young University, Brigham Young University - Idaho.
What skills is Norm Nelson known for?
Norm Nelson has skills like Analytics, Omniture, Web Analytics, Leadership, Salesforce.com, Management, Online Marketing, Sem, Account Management, Seo, Strategic Partnerships, Strategy.
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