Angie Nelson

I am a transformational call center and customer experience leader with 15+ years driving performance across large-scale sales and service operations. I focus on aligning service delivery with sales outcomes to boost customer loyalty and business results.

At BILL, I directed a nationwide customer experience organization, implemented resource optimization that increased productivity 30% and reduced response times 15% in six months, and raised customer satisfaction 23% through KPI-driven coaching and dashboards.

Previously at Wayfair I oversaw 100+ leaders and agents across hubs and remote teams, improving satisfaction 20%, increasing engagement, and reducing attrition through people-first culture and operational improvements. I partner cross-functionally with Marketing, Product, Training, Analytics, and Technology to enhance omnichannel journeys and agent enablement.

I am known for building inclusive, high-performing teams, creating leadership pipelines, modernizing workflows and CRM utilization, and turning customer insights into measurable business impact.