Nicole Thomas
As Vice President of the Customer Care Center, Nicole leads an organization which provides contact center services inclusive of sales activities to drive bottlers’ topline performance and equipment activities to ensure bottlers are effectively meeting customers’ equipment needs. Her responsibilities include leading a multi-site operation that supports over four million annual customer contacts.
Prior to her current position, Nicole served as the company’s Senior Director, Service Operations Support where she provided overall leadership for Quality, Workforce Management, Learning & Development, Business Administration, and Facilities. Over the last 17 years, she has held a variety of roles inside the Coca-Cola system with much of her time spent in the Contact Center.
Her experience includes that of Group Director, Customer Operations where she managed four contact center locations across North America with responsibility to deliver high-quality customer service. Nicole was part of the System of the Future Customer Care transition team as a Bottler Lead and Contact Center function lead supporting over 27 territory transitions across multiple bottlers.
Nicole began her career with the Coca-Cola system working in Tampa as the Senior Manager, Workforce Development team leading Training, Quality and Workforce Management functions. In this position, she established strategy and a center of excellence model within the contact center environment.
