Terry Nichols Email & Phone Number

Minneapolis, Minnesota, Us

I lead the strategy and execution of operations to enhance customer service delivery through advanced technology solutions. I manage cross-departmental teams to integrate service platforms effectively, ensuring high service quality and operational efficiency. I also oversee the development of customer experience strategies during periods of rapid membership expansion.

Winnipeg, Manitoba, Ca

I spearheaded operational enhancements and technology integrations to boost frontline performance and managerial effectiveness. My focus was on implementing performance management systems and leadership training to promote a culture of continuous improvement. I also led the development of retention strategies and the update of business policies to increase employee satisfaction and reduce turnover. • Achievements: ◦ Managed multi-site operations for over 20 clients across four global regions. ◦ Accelerated workforce growth to over 2000 FTEs in less than two years, particularly focusing on Latin American expansions. ◦ Increased EBITDA by over 100% within two years through strategic data analytics that enhanced customer service metrics

Las Vegas, Nevada, Us

I spearheaded operational enhancements and technology integrations to boost frontline performance and managerial effectiveness. My focus was on implementing performance management systems and leadership training to promote a culture of continuous improvement. I also led the development of retention strategies and the update of business policies to increase employee satisfaction and reduce turnover. • Achievements: ◦ Managed multi-site operations for over 20 clients across four global regions. ◦ Accelerated workforce growth to over 2000 FTEs in less than two years, particularly focusing on Latin American expansions. ◦ Increased EBITDA by over 100% within two years through strategic data analytics that enhanced customer service metrics

Chicago, Il , Us

I directed operations across multiple sites, focusing on optimizing key performance metrics through data-driven strategies and engaging in significant communication initiatives to boost employee engagement and satisfaction. • Achievements: ◦ Launched a new healthcare member/provider services project, growing it to over 400 FTEs within six months. ◦ Initiated and led the launch of a major Fortune 100 financial client’s services, significantly enhancing company-wide service provision. ◦ Expanded employee count from 125 to over 1000, driving a 20% increase in sales revenue.

I led the operational planning and execution of performance goals at the contact center, guiding the development of front-line supervisors and ensuring compliance with business standards. • Achievements: ◦ Enhanced key quality KPIs by 72%, surpassing established targets. ◦ Expanded the employee base from 180 to over 550 to enhance operational capacity. ◦ Turned EBIT from a negative position to 16%, exceeding targets by 4%

Tampa, Florida, Us

Fort Worth, Texas, Us

Computer Information Systems

Business Studies In Information Technology

Business Administration