Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Cedric Nicholson

Denver,Colorado

Summary

Customer Service, Operations and Enablement leaders with a proven track record in creating engaged, high-performance teams through accountability, ownership and coaching and development at all levels of the organization.

Overview

8
8
years of professional experience

Work History

Head of Onboarding and Advising - Benefits

Gusto
Current - Current
  • Empowers five Directors and over 250 team members in Benefit Operations organizations; responsible for Benefits Advising (Renewal) and Benefits Onboarding (New Plan) customer journeys
  • Responsible for vision, direction, and strategy of Benefit Operations teams; creates department OKRs capacity plans, and Product and initiative roadmaps to drive profitable growth
  • Scaled Broker integrations team to drive an additional $2M in additional revenue through the integration of SMB personal broker and Gusto's payroll services.

Director of Customer Service and Operations, Senior Manager of Customer Care

Pie Insurance
06.2019 - 06.2023
  • Works in partnership with Executives on creating roadmaps for Product and Engineering in support of current company OKRs and Pie's 5-year vision
  • Scaled insur-tech service organization from three to 70 team members, including two managers, four team leads, workforce management forecasters and schedulers, and analytics departments
  • Provided direction in all of Pie's service, operations, and enablement functions like QA, and corresponding accuracy initiatives
  • Focuses on automation, process simplicity, and innovation to exceed top-level efficiency and productivity metrics
  • Use VOC, employee feedback, and benchmarking data to inform future strategies for improving CX
  • DEI: One of two co-leads for Pie's Culture Ambassadors ERG; responsible for promoting and driving Pie's culture and values throughout the organization.

Sales Branch Manager, Performance Coach, Service Supervisor

Esurance
11.2015 - 07.2019
  • Empowered eight assistant managers and over 250 Sales agents; focus on East and Midwest states and Canada
  • Increased sales conversion percentage from 19% - 28% in one year; Tampa was #1 Sales site in Esurance
  • Led DriveSense initiatives in partnership with the Product team, driving a 51% increase in YoY adoption rates
  • PC: Responsible for coaching and development of nearly 20 Sales/Service supervisors, managers, and directors to drive organizational efficiency, through embedded coaching and accountability sessions.

Education

Some College (No Degree) - English

John Carroll University
University Heights, OH

Skills

  • Customer Service
  • Operations
  • Enablement
  • Sales
  • Process Improvement
  • Efficiency
  • Accountability
  • Ownership
  • Leadership
  • Coaching and Development
  • Automation
  • High-Performance teams

Awards

  • P & C 360 Innovator in Customer Experience (Pie Insurance CS, 2021)
  • Esurance President's Club Winner (March 2016)
  • Insurance Advisory's Board + Taskforce (November 2014)

Timeline

Head of Onboarding and Advising - Benefits

Gusto
Current - Current

Director of Customer Service and Operations, Senior Manager of Customer Care

Pie Insurance
06.2019 - 06.2023

Sales Branch Manager, Performance Coach, Service Supervisor

Esurance
11.2015 - 07.2019

Some College (No Degree) - English

John Carroll University

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Cedric Nicholson