Nella Marov-Perez, MSML

Nella Marov-Perez, MSML has a long and impressive career in customer service. Nella started out as a Customer Service Manager at Nordstrom in 1996. In 2003, they took an Advocacy Counselor position at United Friends of the Children, where they advocated for young adults who were aging out of the foster care system and assisted them in their transition to an independent living program. In 2007, they returned to Nordstrom as a Customer Service Manager, where they oversaw the creation and execution of customer service strategies that ensured a positive brand experience for all customers. In 2012, they became the Director of Customer Care at FreeConferenceCall.com, where they created support strategies that align with the mission and minimally affect the bottom line, directed daily operations of the support team, developed department strategies that ensure continuous improvement, recruited, interviewed, selected, and trained new customer service talent, and identified opportunities for skill-based training to close knowledge or skill gaps of new and existing staff.

Nella Marov-Perez, MSML obtained a Bachelor of Arts (BA) in Human Development and Family Studies, General from California State University, Long Beach between 2000 and 2003. In 2016, they obtained a BenchmarkPortal Certified Call Center Manager, CCCM certification from BenchmarkPortal in August. Nella is currently pursuing a Master's degree in Management and Leadership from Pepperdine Graziadio Business School, which they are expected to complete in 2022.