Head of Operations, Genii Ai
Nicola is currently Head of Operation at Genii Analytics & Ai, managing the product strategy, product development; including delivery and operations internally and across the Genii Client base. Nicola has a Post-Graduate in Business Management and is a qualified COPC Registered Coordinator - certified in High-Performance Management Techniques & Analytical Quality Best Practise as well as Six Sigma improvement strategies. She has extensive experience in the contact centre industry in executive roles over the past 13 years â€“ managing, implementing and innovating as a CX executive working for large BPO companies such as Aegis and Webhelp, overseeing CX & Business Process improvement for key clients in Telecommunications, Insurance, Financial, etc. industries across different verticals. As a strategic thinker, Nicola has a strong analytical background. Specializing in insights operationalization and change management whilst having developed various CX and Quality Methodologies, Customer Experience Programs, Transformational Analytics, Analytical Insights Platforms and Performance Improvement strategies.