Nicole Rafferty

Nicole Rafferty's work experience includes serving as the Global Head of Contact Centers at Manulife starting in 2023. Prior to that, they worked at AT&T in various roles. From 2018 to 2023, they were the Senior Vice President - Customer Care, where they led global contact centers and transformed the customer and employee experience. Nicole also served as the Vice President - Customer Experience from 2020 to 2021, where they established strategies and priorities for AT&T's customer experience transformation. From 2018 to 2020, they were the Vice President, Portfolio Strategy & Business Leader, driving AT&T's digital transformation and managing the cash portfolio for technology investments. Before that, at AT&T from 2001 to 2017, they held various roles including Vice President, Digital & Operations Support, Vice President, Operations Strategic Planning, and Assistant Vice President, Call Centers. In these roles, they defined best practices, developed support models, and implemented global sourcing governance processes.

Nicole Rafferty's education history includes a Bachelor of Arts degree in Broadcast Business Management from the Arizona State University - Walter Cronkite School of Journalism and Mass Communication. Nicole also holds a Master of Business Administration (MBA) degree in Broadcast Business Management from the University of the Incarnate Word. However, specific start and end years for each degree program are not provided.