Nicole has been with WebMD for nearly 17 years. She is a supportive, dedicated, impactful manager with over 10 years of leadership experience. Nicole has a proven track record of successfully managing the day-to-day operations of the customer service call center. She has been highly responsible for the success of 2 company acquisitions and immediately drove down client escalations and improved overall service. On a typical day, her team is handling calls and emails from a book of business that includes over 250 unique clients and programs. In 2023, the customer service KPI results indicated 96% of calls were answered within 16 seconds and an average email response time of 9.9 hours, with a first call resolution of 98%. Nicole is a key stakeholder in the Culture Committee. She is passionate about people development, collaboration, and process improvement. She is a firm believer that the best results occur when people come first.