Customer Service Management

Brad Nichols

* ********* ****, *************, ** 10570

Mobile: 914-***-**** Residence: 914-***-**** email:

****.*.*******@*****.***

CORE COMPETENCIES

A Senior Customer Service/Experience and Operational management executive

with broad and deep direct international leadership experience across all

aspects of financial data (Reference, Pricing, Real-Time, Corporate

Actions, Fundamental, etc.), its use and support within the financial

services industry. A world class problem solver and inspirational change

agent with diverse capabilities, an empowerment based style, and results

driven approach.

PROFESSIONAL EXPERIENCE

Partner

New York, New York

Clientometry Consulting

October 2010 - April 2011

. Responsible for the broad range of activities associated with

establishing a new business, including:

o All dimensions of business delivery - Operations, recruitment,

resource allocation

o Value proposition and product development

o Brand and website strategy, design and creation

o Business development and strategic alliance creation

SVP - Global Head of Customer Experience

New York,

New York

Thomson Reuters Markets

July 2009 - October 2010

. Responsible for driving strategic change in how the organization

interprets, measures, manages and improves the customers' experience.

. Delivered a company-wide Customer Culture campaign targeting 8000+ staff

in India, Philippines, Poland, China, and Thailand that incorporated

customer service behaviors into decision making and Customer based KPIs

into performance management. Raised staff moral and customer recognition

by 11% globally in 12 months.

. Facilitating the resolution of Thomson Reuters most critical service

delivery failures across the business - included issue selection, setting

organizational accountability, and Sr. Mgmt. buy-in for each, defining

customer driven success metrics and managing the feedback loop between

the customer and the business. Resulted in removal of the top 6 global

pain areas in 8 months.

. Design and rollout of an Enterprise Feedback Management Program -

strategic collection of the Voice of the Customer and incorporating

feedback into real-time operational and product decision making across

Thomson Reuters Markets.

. Delivered a new strategic approach to the use of Service Level Agreements

across Thomson Reuters strategic product base - both contractually driven

(SLAs) and non-contractual that reduced compensation claims from

customers by 87% in 12 months.

. Transformed the global Customer Problem Management processes to improve

customer experience and reduce Customer Effort by 38%.

SVP - Global Head of Customer Service Operations

White Plains, New

York Thomson Reuters Markets

April 2008 - July 2009

. Direct Management accountability for 250+ Data Customer Support and

Client relationship staff in US, UK, India, France, Singapore, Japan,

Thailand, China, Philippines and a budget of approximately $7 mil/annum

. Ownership of Central Operations teams and activities for Global Customer

Service including Metrics and Reporting, Service communications, Customer

statements, Customer SLAs, Operating Rhythm, etc

. Owned and lead the roll out of new operational and Customer satisfaction

KPIs across Global Customer Service call centers.

. Lead the creation and roll-out of a global Data Change Management program

that used VoC to define the triggers, content, notice period and delivery

mediums required for product and content changes, reducing change related

customer complaints by 82%.

. Strategically transformed the global incident communications function and

activities, improving customer satisfaction by more than 20% and saving

$1 mil in staff costs.

. Owned post-merger transformation program activities for Data Customer

Service/Support, improving operational efficiency by 26% and reducing

costs by $1.3 mil/annum. Change program included staff movement and

rationalization, technology change, process re-engineering, metric/KPI

redesign and cost savings dimensions.

VP- Customer Experience Leader - Content

White

Plains, New York

Reuters Global Sales and Service Operations

July 2007 -

April 2008

. Direct management accountability for 200+ staff in US, UK, India,

France, Singapore, Japan, Hong Kong and a budget of $ 7 mil/annum across

Data Customer Support and Content Product Testing.

. Defined and rolled out a revolutionary customer driven global metrics and

intervention program that delivered a 13% improvement in customer

satisfaction in less than 10 months

. Successfully delivered Content Customer Service merger integration

program following Thomson purchase - included organizational redesign,

best practice implementation, outsourcing (2000+ staff).

. Global Owner for all Content Service failures - using ITIL and Six Sigma

to drive the root cause, prevention and systematic process improvement

associated with all operational data quality and delivery failures that

resulted in a 24% reduction in critical service failures in H2, 2007.

. Chaired the Data Change Control function for all financial content

delivery - preparation and Go/No Go review processes confirming timing,

technical readiness, rollback procedure, frontline and customer briefing

material and success metrics for all major content changes.

Director/Global Head - Content Service and Data Account Management

White Plains, New York

Reuters Global Sales and Service Operations

Oct

2003 - July 2007

. Developed and implemented a new team and approach to managing customer

relationships around Reuters financial Content - raising client value of

purchased Content, solving larger strategic issues and facilitating

client feedback into the global Content organization.

. Owned all Data Operations program management activities for a large scale

technical and architectural replacement transformation that transitioned

all Reuters content and products off legacy platforms, redesigned user

interfaces, and completely redefined all data management processes

globally.

. Strategically redefined and implemented the quality metrics program for

global data operations (2000 staff) including a Voice of Customer

Intelligence Collection Program and fed into a Six Sigma process re-

engineering/re-design program

. Globally owned, designed and built the model to incorporate financial

Data service management into the Root Cause for Resilience (ITIL)

corporate problem resolution program.

. Spearheaded the rescue activities to protect and ensure the renewal of a

$100 mil account

. Developed relationships with over 130 client groups globally supported by

13 staff in 5 countries that reduced revenue loss attributable to product

churn by 17% in Y1 and more than 20% in Y2.

. Lead a group of competitor firms to improve market data service from

Exchange vendors via a revolutionary Supplier Management Program.

Multiple senior Roles in Data Operations Mgmt, Program Mgmt and Consulting

- Reuters June 1995 - Oct 2003

EDUCATION

McGiII University

Montreal, Quebec

Double Major four year B.A in Economics and Political Science.

November

1994

Concentration in International Relations/Management minor.

REFERENCES

Available on Request

. Customer Service Management

. Major Problem Resolution

. Consulting

. Program Management

. Operational Delivery

. Post-Merger Integration

. Change Management

. Customer Experience Management

. Operational Offshoring

. Business Transformation

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