Nancy Adams

About Nancy Adams

I am an accomplished business leader with over 25 years of experience in organizational performance, talent optimization, and people experience. My career began in e-commerce, where I co-founded MotherNature.com, a successful start-up that sold natural products. I learned how to run every aspect of a business and fell in love with driving business performance through hiring people passionate about making a difference and who demonstrated a growth mindset to achieve results. After selling to venture capital, I explored several industries and eventually transitioned to another high growth organization that was transforming its business model from brick and mortar to direct to consumer. It was there that I entered the world of talent management and organizational performance, leading the people strategy at Nutrisystem as a key business partner to the CEO. I saw the direct-to-consumer, e-commerce company through rapid success, sustaining trying economic markets, and positioned the team for positive growth. Over that twelve year period, I partnered with three CEO\'s, and adapted talent and organizational strategies through three very different business cycles. I was fortunate to have several mentors along the way, including my CEO\'s. As the Global Chief Experience Officer at CenTrak, I lead the vision and strategy to deliver healthcare outcomes for clinicians and exceptional experience for employees and customers at every touchpoint. I have a Bachelor\'s degree in Mass Communications, and a Master\'s degree in Organizational Behavior. I currently hold a board position on the Philadelphia Society of People and Strategy (PSPS), a network of over 300 business professionals in the Greater Philadelphia Area, and am a Certified Professional Coach (CPC). Key Accomplishments • Built the team and was an active participant in the team that transformed a five-year slide with 12 consecutive quarters of growth, boosting EBITDA by $82M and revenue by more than $300M in less than four years. • Created strategic and comprehensive pay, development, and career pathing strategies that attracted top people and enhanced retention, therefore developing a strong team of competent professionals that exhibited excitement, passion, excellence, and organization loyalty. • Decreased contact center churn by 15% by benchmarking outstanding performers, incorporating benchmarked data into the recruiting process, and improving the behavioral interview process.

Experience

1. Global Chief Experience Officer

   CenTrak

   Feb 2023 — Present

   The CXO role was created to set the vision for employees to continually strive to reach their highest potential while promoting a culture to deliver an exceptional experience for every customer at every touchpoint. Achieved 100% participation two consecutive years and increased employee engagement index (% Fav) by 11% YoY. Oversee 7 direct and 100+ indirect employees with a budget of $28M in the areas of Talent & Culture, People Operations, Customer Success, Field Implementation, Professional Services, Clinical Consulting, Technical Support, Managed Services, Information Technology, Business Integration & Transformation [M&A], Legal, and Facilities.

Education

• U o P

  MA

  2001 — 2003

• King's College

  BA

  1991 — 1996