Wade Nichols
Wilmington,DE
Summary
Dynamic and results-oriented manager with a proven track record in competitive and innovative environments. Expertise in driving improvements within the Contact Center, ensuring optimal operational efficiency. Strong collaboration with executive leadership to define and execute strategic initiatives aligned with organizational goals.
Overview
11
11
years of professional experience
Work History
Extended Operations Manager
Capital One
06.2018 - Current
- Lead operational execution for Bank Voice and Credit Bureau Disputes supplier teams across Costa Rica, Colombia and Panama with an annual budget that exceeds $30M
- Lead Operations Manager - creation of Bank Voice site for Capital One Philippines (2023)
- Developed and implemented strategies for suppliers to exceed Accuracy Goals and outperform their US peers including SCRA and ADA targeted evaluations
- Leveraged supplier capabilities to expand call types to include: GURU support, Spanish Escalations, and Digital Issue Assistance
- Collaborated in the creation and successful execution of the Discover Debit Network Conversion training plan to all supplier agents
- Credit Bureau Disputes - led Foundever Panama to double its headcount and resolved cases while exceeding efficiency and accuracy metrics (2025)
- Coordinated supplier staffing needs to match forecasted call volume
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
Site Operations Manager
Capital One Bank
04.2017 - 05.2018
- Expanded Contact Center adaptability by organizing and implementing Flex Teams
- Designed and actively managing Digital Experience Stations in Wilmington Oliver Evans building
- Launched CMSe, SASSy and Digital Products for the Retail Bank through Pioneer Lane
- Coordinated Process Alignments between Capital One 360 and Retail Bank through Pioneer Lane
- Effectively managed movement in Q1 of 2018 which included 83% of associates being new to role (Fascinators, Acquirers, Flex Teams, and Net Promoters)
Senior Team Leader - Principal Associate
Capital One Bank
11.2014 - 03.2017
- Exercised Integral Matters Live (IML) strategies of tracking, seeking and being vulnerable in one-on-one conversations with my associates
- Launched Evolution Career Path Model for Retail Bank Contact Center (FANS Model)
- Motivated and inspired Associates leading to a 98% Engagement Score on the 2015 All Associate Survey
- Collaborated across sites to establish the Net Promoter role in October 2015 and Supporter Role in August 2016
- Coordinated process improvement to reduce hold times by over 50% to the Customer Security Intake Team
Education
BBA - Business Management
University of Miami
Coral Gables, FLTimeline
Extended Operations Manager
Capital One
06.2018 - Current
Site Operations Manager
Capital One Bank
04.2017 - 05.2018
Senior Team Leader - Principal Associate
Capital One Bank
11.2014 - 03.2017
BBA - Business Management
University of Miami