Nicholas W.

I help companies improve revenue growth, customer experience, sales execution, customer success, and operational performance by aligning strategy, people, process, vendors, and operating rhythms. I bring 20+ years of leadership experience across Fortune 50 telecom and cable, global BPO/CX, customer operations, client services, sales, service delivery, outsourcing, and consulting. I have led organizations ranging from frontline teams to global operations supporting 4,000+ employees and have worked across the U.S., Caribbean, LATAM, Europe, Africa, India, and the Philippines. My experience spans both growth and execution. I have managed and expanded a $50M+ strategic client relationship, generated approximately $12M+ in annualized new enterprise business, led large multi-channel sales organizations, scaled global service operations, managed outsourced and internal delivery models, and helped organizations improve conversion, retention, customer satisfaction, revenue, and operating performance. I specialize in: • Revenue Growth & Sales Operations • Customer Experience & Customer Operations • Customer Success, Retention & Account Expansion • Client Services & Strategic Account Management • Contact Center, BPO & Service Delivery Operations • Outsourcing Strategy & Vendor Management • Sales Performance, Conversion & Revenue Recovery • KPI Dashboards, Executive Reporting & Operating Cadence • Process Improvement & Operating Model Design • Field Sales, Door-to-Door & Contractor Sales Management • Onshore, Nearshore & Offshore Delivery Models • Leadership Coaching & Performance Management Recent consulting engagements have included: • Building and managing residential broadband sales programs and contractor networks • Improving customer support and service delivery during periods of growth and transition • Developing sales operations, performance reporting, and accountability routines • Managing vendor performance and distributed field-sales organizations • Supporting outsourcing strategy, vendor selection, and operating-model decisions • Improving customer lifecycle, retention, and account-management processes • Building KPI dashboards, performance reviews, coaching routines, and executive operating cadences • Coaching sales, customer-facing, and leadership teams on execution and performance improvement My background includes leadership roles with Time Warner Cable, Comcast, Charter Communications, and Intelcia, followed by consulting work with growth-stage and established organizations. I have led sales and customer-facing organizations across inbound, outbound, retail, field sales, customer service, retention, technical support, client services, and outsourced delivery. This gives me the ability to look beyond one department and understand how sales, customer experience, operations, vendors, and leadership practices interact to affect business performance. My style is practical, hands-on, and execution-focused. I am not interested in creating strategy that sits in a slide deck. I focus on understanding the business problem, identifying the highest-impact gaps, aligning executives and operating teams, and building the processes, scorecards, coaching rhythms, and accountability needed to produce measurable improvement. I am a strong fit for organizations that need a senior operator and advisor who can move comfortably between executive strategy and frontline execution—and help improve revenue, customer experience, sales performance, and operational results.