Apr 2020 – Present · 6 yrs

• The Press 1 For Nick is ranked in the world's top 2.5% of podcasts, and it is focused on Customer Service, Customer Experience and Employee Experience.
• Learn the stories and skills of the world’s most brilliant and interesting leaders focused on Customer/Employee Experience and Customer Service.
• The show has over 250 episodes, and listeners in over 81 countries, was recently picked up by the LinkedIn Podcast Academy.
• I've interviewed leaders from (Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, and Disney), best-selling authors (Matt Dixon, Laura Gassner Otting, Kindra Hall, Joey Coleman), and other fascinating people like Hostage Negotiators, Authors, Scientists, TEDx Speakers, and two former CEO's of Starbucks.
• Each episode features topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Employee Experience, Contact Center, Culture, Mental Health, Personalization, Storytelling, and more.

Jan 2020 – Present · 6 yrs 3 mos

• Every year ICMI a new roster of featured contributors, from a variety of backgrounds, sharing their knowledge to help ICMI educate, inspire, and shape the contact center industry.
• I am honored to join the ICMI Featured Contributor 2020 lineup!

Oct 2018 – Oct 2020 · 2 yrs · Columbus, Ohio Metropolitan Area

• Founded in 1973, SOCAP International represents a dynamic, collaborative community of best-in-class customer care experts across all industries. These vice presidents, directors, managers and specialists, along with hundreds of solution providers, come from some of the world’s most recognized Fortune 1000 as well as emerging and leading startup companies.
• SOCAP is a member-driven association committed to advancing customer care and engagement at all levels of business.

Aug 2018 – Present · 7 yrs 8 mos · Columbus, Ohio Metropolitan Area

• Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession.
• The CXPA supports the professional development of its members and advances the field by providing shared best practices and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of Customer Experience.

Nov 2017 – Present · 8 yrs 5 mos · Columbus, Ohio Metropolitan Area

• Your Contact Center Is Failing. Here’s Why.
• Technology alone doesn’t transform businesses—strategy does. At VDS, we go beyond implementation to ensure your contact center delivers real results.
• Most companies struggle with Contact Center as a Service (CCaaS). They fall into one of two groups:
• Group 1: Stuck in the “Go-Live Gap”
• You moved to the cloud. The system works. But your business outcomes? Still missing.
• Why? Because vendors walk away after implementation. You’re left with a system that’s functional—but not transformational.
• That’s where VDS comes in. We don’t stop at go-live. We optimize, refine, and evolve your CCaaS solution every single day.
• ✅ 24/7/365 managed services
• ✅ Quarterly business reviews
• ✅ Continuous improvement
• We don’t just keep the lights on. We make sure your contact center drives real business impact.
• Group 2: Searching for a Better Solution
• If you’re transitioning from on-premise or stuck with a cloud platform that’s fallen short, we design a solution that actually works—and keep it working.
• 🔹 We listen— Understanding your business inside and out
• 🔹 We strategize— designing a CCaaS solution that actually works
• 🔹 We stay—providing continuous, proactive support
• We measure success by more than just uptime. Our focus? Delivering:
• ✅ Exceptional customer experiences
• ✅ Empowered, efficient employees
• ✅ Measurable business impact
• Let’s turn your contact center into a competitive advantage. Let’s talk.

Jan 2015 – Nov 2017 · 2 yrs 10 mos · Columbus, Ohio Metropolitan Area

• No company in Columbus, Ohio offers more robust, reliable, and effective IT managed services than EasyIT. Whether you are looking to bolster your existing IT department or outsource it, EasyIT has the tools, talent, and support you need to help truly turn your technology into valued, trusted assets.

Sep 2013 – Dec 2014 · 1 yr 3 mos · Greater Bloomington, Illinois Area

• Mavidea Technology Group provides Web Design, Internet Marketing, and Managed IT Services to small businesses in Illinois and throughout the United States.

Aug 2009 – Sep 2013 · 4 yrs 1 mo · Normal, IL

• A region-leading, innovation-driven fundraising company, providing a comprehensive range of products to raise funds for clients in central Illinois. I was responsible for the direct selling of Butter Braid Pastries, Cookie Dough and Pizza.

Jan 2008 – Jan 2009 · 1 yr

• Marketed and promoted Youth Lifeline America through the powerful influences of arts, entertainment, sports and celebrity to empower youth with tools necessary for sustained development and productivity.

Jan 2007 – Jan 2008 · 1 yr · St. Charles, Missouri

• Marketed and promoted Lindenwood University Cycling Nationally.
• Coached 18 Athletes on training, racing, nutrition, and guidance.
• Organized 31 races for our Coaches and Athletes in 2009.
• Received 5th place at Nationals our first year as a varsity sport.

Jan 2006 – Jan 2007 · 1 yr

• Managed with customer service, decision-making, problem solving, flexibility, planning, and prioritizing.
• Managed 20 Employees including hiring, training, and firing.
• Secured the store financials including daily cash deposits.
• Completed Management training program.