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
Denver
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
Denver
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
Tampa
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, OHSkills
- 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