Scott Nicholson has over 30 years’ experience in the Customer Service and Call Center Industry. Prior to founding KO Business Solutions in 2016, Scott served 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. Today, Scott provides back to the community through his volunteer services as a member of the Darien Lions Club since 2016.
Partner & Chief Operating Officer
Prior to managing the startup of KO Business Solutions in 2016, Brianna Nicholson acquired over 10 years’ experience in the Customer Service and Call Center industry. First, working as an Account Manager for a major Credit, Collections and Customer Service Company, but 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 one 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, Business Development & Sales
Lou Lombardo has an impressive record in consultative selling, account management, and helping clients realize their full potential. With over 25 years of experience, Lou is known as a trusted advisor with clients in a wide range of industries from small firms to largest of the Fortune 100 companies. He is a strategic, collaborative, results-oriented sales leader who thrives in a fast-paced environment. Lou has held various leadership roles throughout his career including management and employee development. He has worked closely with other internal departments to strengthen internal operational processes and communication. Lou has his bachelor’s degree from DePaul University in Chicago and a master’s degree from Northwestern University in Evanston. He currently sits on the board of two non-profits and is active in other charitable organizations. At KO Business Solutions Lou is responsible for business development and sales.
Manager of Operations
Angie Guevara comes to KO Business Solutions with over 25 years of Contact Center Support experience. Her most recent roles include 3 years at ATI Physical Therapy as Director of Quality & Services and 7 at the University of Chicago Medicine as Assistant Director supporting a 24/7 Operator and Scheduling Teams. In her previous roles she has secured strong experience in lean principles with focus on, improving workflows, creating Standard Operating Procedures, and operations. She shares three grown children with her husband. Her two sons are proudly serving in the military; Coast Guard and Marines and her daughter is completing her culinary degree.
Call Center Supervisor
Alex Ascencio joined Team KO as a Customer Service Representative in 2021 and brings to our team strong Contact Center leadership experience from previous roles outside of KO. He has demonstrated the ability to assist our client, customers, and colleagues with professionalism, respect, and a high-quality level of care. Alex was quickly promoted to Call Center Supervisor, where he supports and supervises the daily activities of KO’s ever-buzzing call center, while preparing and delivering daily reports.