OUR EXPERIENCE WORKS FOR YOU!
Scott Nicholson has 28 years of experience in the Customer Service and Call Center Industry. Prior to helping found KO Business Solutions, Scott spent the past 13 years as the President and Chief Operating Officer of a major Credit, Collection and Customer Service Organization. Among his P&L responsibilities was the oversight for multiple locations and over 700 agents. The diversity of the business processes he managed ranged from Level One Customer Service to Collection Recovery Units. During this time, he oversaw the growth of multiple service channels, 360% revenue growth, integration of multiple business platforms, decreased agent turnover rates by 30% and increased agent productivity by 100% over a three-year period. Scott successfully stewarded the company through an industry merger, leading the business unit integration into the new operating platform.
DIRECTOR, TALENT ACQUISITION
Brianna Nicholson has over 10 years of experience in the Customer Service and Call Center industry. She began her career as an Account Manager for a major Credit, Collections and Customer Service Company. With the rapid growth of the Higher Education Contact Center department, Brianna became the lead Contact Center Manager, assisting in the startup and development of client relationships. Within a year, she was named Contact Center Manager, and eventually stood as acting Director - where she maintained strong client relationships, served as the subject matter expert and operational liaison in the development of internal and external applications, and established a training program for over 13 clients. Brianna also facilitated the development of the Quality Assurance processes, managed all outbound communications and created staffing models based upon client demands and unique seasonality of the business. During this time, she managed over 80% growth on a year over year basis. Brianna is an active member of the International Customer Management Institute (ICMI).
DIRECTOR, PROJECT MANAGEMENT
Shannon’s acquired over 10 years experience in the Higher Education industry, where she served as liaison for over 30 clients of colleges and universities throughout the nation and overtime was promoted to Sr. Manager of Operations Support and Administrative Services. During this time, Shannon focused on process creation and improvement of various departments for a division contracted by the U.S. Department of Education. Just previously, she worked for a well-known corporation within Higher Education, as lead Product Manager. In this role, Shannon was responsible for the creation of a unique product – one of a kind in it's field. In 2016, Shannon joined KO Business Solutions as the Director of Project Management. Shannon earned a Bachelor of Science degree in Business Administration from Elmhurst College.
SR. MANAGER, HR & ADMINISTRATIVE SERVICES
With over 10 years in higher education, Heather began her career servicing and supporting college and university clientele while ensuring client satisfaction. Known for her strong organizational skills and ability to consistently meet goals as established, Heather was presented with the opportunity to head a new department – Administrative Services for all guaranteed agencies of a highly competitive and successful agency. Heather experienced the hiring process through growing staff, and ultimately created new processes which streamlined all document sending, recording, and storing – decreasing risk and liabilities for the agency, and improving overall funding percentages. Heather uses her strengths to successfully manage the administrative, hiring, and HR services of KO Business Solutions as the Sr. Manager of HR & Administrative Services. Heather has earned her M.B.A. from Robert Morris University.
SR. TALENT ACQUISITION SPECIALIST
DaLacy Anderson is a former four year NCAA Division I Student-Athlete on The George Washington University Women’s Basketball Team, who obtained a Bachelor of Business Administration degree with a concentration in Marketing and a minor in Sociology, and also obtained a Master’s in Business Management from Waterford Institute of Technology. Both areas of study have provided her insight into the management and administrative aspects of a business, as well as the structure, culture, and behavior within an organization. Her academic accomplishments and sports career have enhanced her leadership, team building skills, coachability, communication, and organizational skills. In addition, she is an energetic, self-motivated and proactive individual who seeks challenges and ways to overcome them. She works well independently, she also likes working and collaborating with others to maximize possible solutions and outcomes. During her time as a member of George Washington University’s Women's Basketball Team's Leadership Council, she was responsible for serving as a liaison between the coaching staff and team members, as well as providing guidance to team members on collegiate, athletic, and personal matters. She was also responsible for making recommendations to the coaching staff in support of improving team camaraderie and cohesiveness to build upon team success.
Our team is full of it... experience, that is!
You'll always be greeted and treated with the utmost professionalism.
Our team is dedicated to each other and our clients.