David Nichols

David Nichols has a diverse work experience in customer care and contact center operations. David has held various leadership roles in different companies. David'smost recent position is Director, Customer Care - ECommerce at PersonalizationMall.com. Prior to that, they worked as a Sr. Consultant - Contact Center Operations at ObjectiveERP, where they redesigned customer service and sales operations for Sonova, the world's leading manufacturer of prescription hearing aids. Before that, they were a part of the Contact Center Ops - CX Team at ICW Group, where they planned and implemented customer contact center strategies and operations. David also worked as a Sr. Director, Support Operations at Sears Holdings Corporation, overseeing change management, training and development, process improvement, and project management. Additionally, they held leadership positions in customer service and contact center operations at FTD Companies, Orbitz Worldwide, U.S. Cellular, and Capgemini. Throughout their career, they have demonstrated expertise in driving customer satisfaction, managing teams, implementing new technologies, and improving operational performance.

David Nichols has a Bachelor of Science (BS) degree with a double major in Economics and Management from Elmira College. David also completed a 3-day certification course in Project Management Professional (PMP) and obtained a Yellow Belt certification in Six Sigma from Insight Managed Solutions, specializing in call center operations. Additionally, David achieved the Capgemini Project Management Certification from Capgemini Professional Services.

For their high school education, David attended both the American School in Japan and The American School in Japan, earning a High School Diploma.

Furthermore, David has obtained two additional certifications: Blueprinting Service Experiences from the Center for Services Leadership at Arizona State University and Foundations of Service Excellence, also from the same institution. David completed both certifications in March 2022.