Nicole Hayden-Rice

Nicole Hayden-Rice is the current Call Center Manager at Katon Direct. Nicole has been with the company for six years and has held various positions during their tenure, including Sr. Manager of Outbound Talent Sourcing and Contact Center Manager. In their current role, Nicole is responsible for managing, coaching, and developing remote agents nationwide. Nicole also conducts orientation and training, develops objectives for the call center’s day-to-day activities, and oversees quality assurance methods and tech support to staff. Additionally, Nicole collects and analyzes call-center statistics, hires and trains personnel to maintain high customer service standards, and monitors and improves handling of procedures.

Prior to joining Katon Direct, Nicole was the CEO/President of TheSocialButterfli, LLC., a social media management group that provides consultations, social media management, and social media training sessions to small to medium businesses. Nicole was with TheSocialButterfli for 10 years and 9 months. Nicole has also held positions as a Customer Care & Research Manager at ASSURANT SPECIALTY AND a Customer Service Manager at KETTERING MEDICAL CENTER NETWORK. Nicole began their career as a Customer Service Representative at Dayco Products and later became a Loan Processor at PHOENIX LAND.