Nicole Thomas
About Nicole Thomas
Nicole Thomas is a Senior Operations Manager with extensive experience in customer service and operational management. She has held various roles in organizations such as Lloyds Banking Group, Afterpay, and Microsoft, specializing in transition management and team engagement strategies.
Current Role at Afterpay
Nicole Thomas currently serves as the Senior Operations Manager at Afterpay, a position she has held since 2021 in Australia. In this role, she focuses on enhancing operational efficiency and improving customer service delivery. Her responsibilities include overseeing team performance and implementing strategies that align with the company's objectives.
Previous Experience at Afterpay
Prior to her current role, Nicole worked at Afterpay as the Operations Manager ANZ from 2020 to 2021 for nine months. She also served as the Customer Service Leader from 2019 to 2020 for one year. During her time at Afterpay, she contributed to the development of effective customer service strategies and operational processes.
Background in Banking and Finance
Nicole has a strong background in banking and finance, having worked at Lloyds Banking Group in various capacities. She served as an Operations Control Co-Ordinator from 2009 to 2012 and later as an Outcomes Delivery & Compliance Specialist from 2012 to 2014. Additionally, she worked at Halifax in roles such as Sales Team Manager and Regional Sales and Service Manager from 2003 to 2008.
Expertise in Customer Experience Management
Nicole specializes in transition management and communication within customer experience and service delivery contexts. She possesses extensive expertise in managing the entire customer journey, developing solutions that maximize interaction effectiveness across all channels. Her experience includes roles such as Customer Support Manager at Moula and Customer Experience Manager at Incolink.
Education and Early Career
Nicole completed her high school education at Wantirna Secondary College in 1982. She began her professional career at Microsoft as a Sales Manager from 1999 to 2001. Over the years, she has built a comprehensive background in strategic development and operational delivery of contact centers and customer service solutions.