Nichole Cole

About Nichole Cole

Dynamic people leader, global Trust & Safety Quality expert with a proven track record of delivering transformations & outstanding results within E-Commerce, client relations, speciality services & all aspects of contact center spaces. Fueled by a passion for remarkable customer experience delivery & a genuine love of people, I’m a high energy, forward-thinking leader with exceptional strategy, communication & presentation delivery skills. I am especially known for cultivating strong relationships and collaboration across all levels, leading with data & trust to consistently deliver extraordinary results. After 12 years of progressive leadership within a U.S. based fortune 50 company solving complex problems while driving growth across financial & insurance offerings, in 2020 I joined the BPO space to expand my global experience acumen within of Trust & Safety, E-Commerce & Specialty Services. I thrive in fast-paced environments shaping & implementing strategies to ensure users of all types have exceptional & seamless experiences while increasing quality, safety & trust at scale. I love what I do! Key Accomplishments- Perfect 10 Customer Satisfaction score 3+ years with Tik Tok - Exceeding all KPI expectations year over year across industry leaders State Farm, Blue Cross & Tik Tok - Consistent track record building & scaling enterprise wide customer focused transformations Expertise & Core Competencies: Quality Management • Customer Obsession • Change Adoption • Client Retention • Process Improvement • Training/Coaching • Leadership Development • Positive Mindset Mastery • Six Sigma Green Belt • Transparent Leadership • Lead by Example • Team Player • Continuous Improvement • Issue Resolution • Team Buy-In • Employee Experience

Experience

1. Director, Trust & Safety Operations Quality

   TP

   Nov 2022 — Present · US

   Leads the Trust & Safety Operation - Quality Strategy and implementation for all US sites during a time of rapid growth, driving excellence in content moderation for the world\'s fastest growing social media platform. This exciting challenge includes driving significant Quality turnarounds in both traditional Quality Assurance support and the ever growing Blind Moderation Accuracy metrics. Also provides global coordination to ensure all sites move in tandem (US, Columbia, Portugal, Spain, India+), consistently finding ways to surprise and delight our client with Quality and Safety results never-before achieved. Within 3 months in role, engineered the turnaround of 1 newer US site (700+ HC who in 2 years had not met the Quality KPI goal) to achieve & maintain all green (+4.27%); in tandem led a new site launch to achieve goal in the 1st Operational month with steady improvements far exceeding goal each month thereafter during continued 2022 ramp (+3% above goal while ramping from 150 to 600+ HC). I love what I do!

Education

• Illinois State University

  Bachelor of Arts - BA