Douglas Hansen

Douglas Hansen has had a long and successful career in the industry. Douglas started in 2010 as a Customer Support Representative at Complete Merchant Solutions (CMS). During their time there, they grew the team up to eight employees within the first year and looked for opportunities to improve department and company ease. Douglas then moved up to the role of Customer Support Manager, where they implemented new process requirements within the industry and created a small team to manage requirements with customers. Douglas was then promoted to Vice President Operations, where they worked on process refinement with all departments and collaborated with each team member to understand the flow of their department.

In 2017, Douglas Hansen moved to Nexio, where they were appointed Vice President Operations. In this role, they assisted with the onboarding process for all new hires, including training, knowledge base articles, videos, and creating action items for employee retention. Douglas also created company flow that interacted with over six different departments, and created and implemented an agreement flow for their new software platform to collect agreements, bill customers, and store customer documents. Douglas was then promoted to Vice President Client Experience, where they created a customer journey with all customer touchpoints within the business and established marketing pieces and flow to help customers understand the onboarding process and life of the account expectations. Douglas also implemented a net promoter score (NPS) tracking system, including the necessary surveys during the onboarding, life cycle, and offboarding process. Finally, they were promoted to Vice President Operations and Client Services, where they created and maintained a knowledge base and established rules to ensure it would not be duplicated or bogged down by unnecessary material. Douglas also researched and investigated multiple ticketing systems and implemented Freshdesk for customer service and internal use.

Douglas Hansen completed a Master of Business Administration - MBA from Western Governors University and a Bachelor of Science in Intercultural Communications from the University of Utah in 2007.