Mike Nahass

WORK HISTORY

EDUCATION

SKILLS

ABOUT MIKE NAHASS

Customer & Data Obsessed Sales & Operations Director with 17+ years of servant leadership in both eCommerce & multi-unit retail environments; known for ability to transform cultures & dramatically improve profitability & customer loyalty through process improvement, motivational leadership, & disciplined execution.Leading 56 locations at Enterprise, I introduced structure, processes, and accountability that helped our region drive engagement, increase annual revenue by $19M, and consistently rank #1 out of 20 in customer satisfaction (SQi), additional sales revenue, & employee retention. Led my Wayfair orgs to similar results, with each of my 3 customer contact centers consistently ranked in the top 10% in both CSAT & resolution cost, and my Customer Service Outreach department improving CSAT from 84% in H1-2022 to 92% in H2.Have consistently identified inefficiencies & eliminated unnecessary cost, including at Enterprise where my region reduced annual breakeven by more than $2M through the reduction of bad debt, uninsured losses, & additional expenses. In my most recent role as Head of CSO, I reduced cost per contact by 51%(>$7M in annual savings) after eliminating unnecessary internal handoffs, which also led to 32% faster resolution times for our customers (1.9 days to resolve vs. the prior 2.8 day avg).In each role I\'ve been able to improve employee retention (>$500k in estimated annual savings in multiple departments), leading several organizations to best in class eNPS (68+) through building trust as an authentic & transparent leader, having fun with my team(s), & introducing processes to inspire collaboration, ensure consistent 360 feedback, & to increase the frequency of employee recognition and appreciation. Responsible for many talent initiatives including revamping Wayfair\'s current performance review structure & building out a career site for Wayfair\'s full time CS associate & specialist population, contributing to best-ever eNPS (52) for the network in 2022.Have owned P & Ls of $130M+ for the majority of the past eight years, directly leading Senior Managers & Territory Managers Skills- Business/Operational Strategy- Process Improvement- P&L Management- Data Analysis- Team Leadership- Culture Building- Urgency/Bias for Action- Written & Verbal Communication- Change Management- Talent Assessment- Coaching & Development- High Emotional Intelligence- Sales & Marketing- Multi-Unit Management- Strategic Financial Management- Account Management- Project Management- Risk Management