Nick Badraun

About Nick Badraun

Dynamic and award-winning customer success, operations, and Full Stack Certified executive with a 20+ year track record of developing customer-centric business plans, optimizing project management processes, and driving multimillion-dollar cost savings. Proven leadership in managing global teams of 6K+ employees, implementing strategic initiatives, and ensuring sustainability in customer success.I have extensive experience in steering multi-year programs to develop and optimize globally distributedcustomer success and contact center functions, deploying cutting-edge omnichannel technologies, refining processes, defining crucial KPIs/metrics, and driving comprehensive team training programs. I have also established a proven track record as a trusted advisor to C-level leadership, providing guidance on customer success strategy, customer experience modeling, data analytics, contact center operations, and regulatory compliance.Career Highlights- Spearheaded AT & T\'s \"Project Velocity\", AT & T/DIRECTV merger initiative to realign DIRECTV technicaloperations within U-Verse contact centers, resulting in a ~$250M reduction in annual operating costs- Hand-picked to participate in high-potential leadership development programs across career, including- XLR8R: DIRECTV’s premier executive development program- CCDRP: Comcast’s call center director collaboration rotational program- ELCAP: Comcast’s Executive leadership career advancement program- Won the 2019 Circle of Success Award at Comcast for innovation in operational excellence of projectFusion and served as the Executive Sponsor for \"OUT\", an employee resource group at Comcast dedicatedto addressing the needs of the LGBTQ+ Community- Selected to collaborate with Dr. Paul Stoltz, CEO of PEAK learning, as an Adversity Quotient Champion and co-owned a business partnership with Intradiem, delivering scheduling support to front-line employees- Built and launched DIRECTV Call center operations in Tulsa, OK and Huntsville, AL, in addition tointroducing a strategic approach targeting the top 20 chronic callers to facilitate account resolution- Earned the 2016 AT & T Summit Award for outstanding performance in delivering exceptional customerservice, as evidenced by high TNPS results.

Experience

1. Director of Customer Experience E-470

   E-470 Public Highway Authority

   Jan 2025 — Present · Aurora, CO, US

   Oversees Marketing, Communications, and Customer Care, ensuring a seamless and positive customer journey. Develops and executes strategies to enhance engagement, optimize traffic management, and improve service quality. Leads data-driven initiatives to refine customer service policies, streamline operations, and drive efficiency while strengthening community outreach and digital engagement.

Education

• St. Gregory's University

  Business, Business Administration

  2010 — 2011

• University of Denver

  Full Stack Web Development

• Seattle Art Institute

  Associates of Arts, Culinary Arts

  1998 — 2000

• Saint Gregory's University

  Bachelor of Business Administration - BBA, Business Administration and Management, General

Skills

• Program Management
• Ivr
• Vendor Management
• Project Planning
• Leadership Development
• Team Leadership
• Outsourcing
• Human Resources
• Time Management
• Bpo
• Quality Assurance
• Cross-Functional Team Leadership
• Strategy
• Business Planning
• Operations Management
• Call Center
• Team Building
• Management
• Strategic Planning
• Product Management
• Continuous Improvement
• Metrics
• Coaching
• Contact Centers
• Customer Experience
• Tactical
• Process Improvement
• Leadership
• Business Process
• Budgets
• Business Analysis
• Telecommunications
• Business Strategy
• Troubleshooting
• Analysis
• Business Process Improvement
• Project Management
• Team Management
• Performance Management
• Crm