Gregory Nicholls

Customer-focused professional with extensive experience across customer service, technical support, customer experience management and account management environments. Experienced in supporting customers through phone, remote and face-to-face channels, resolving queries, troubleshooting problems, managing escalations and maintaining strong long-term relationships. Proven ability to communicate clearly with both technical and non-technical customers, work effectively against SLAs and KPIs, and maintain accurate customer information within CRM and business systems.

Previous experience includes leading customer service teams within a fast-paced e-commerce environment, delivering 1st and 2nd line IT support to hundreds of users, and managing a portfolio of more than 50 UK and European business customers. Recognised for a calm, customer-first approach, strong problem-solving ability and taking ownership of customer issues through to resolution.

Account Manager at Wicresoft UK Ltd (2024-06 – 2026-03)

Managed a portfolio of 50+ UK and European customers across SMB and enterprise environments, acting as the primary point of contact for ongoing requirements, queries, renewals and service-related discussions.

• Acted as the primary customer contact for a portfolio of 50+ UK and European clients, building trusted relationships through regular and proactive communication.
• Managed customer queries and requirements from initial discussion through to resolution or delivery, coordinating with internal technical teams and external vendors.
• Maintained accurate customer information, opportunities and activities within advanced CRM systems.
• Communicated technical concepts and solution options clearly to customers with varying levels of technical knowledge.
• Managed renewals and contractual discussions while maintaining strong customer relationships and service continuity.
• Identified customer requirements through consultative questioning and active listening and worked across departments to ensure effective delivery.
• Achieved an £850K revenue target during 2025 and secured three new support contract wins.
• Awarded Employee of the Month in May 2025 in recognition of performance and contribution to the business.

Account Manager at Nviron Ltd (2022-10 – 2024-05)

Promoted to Account Manager within four months after demonstrating strong customer engagement, commercial performance and the ability to develop existing client relationships.

• Managed a portfolio of customer accounts and acted as a primary point of contact for ongoing requirements.
• Managed customer requirements throughout the lifecycle, from initial enquiry through quotation, delivery and renewal.
• Worked closely with technical and pre-sales teams to resolve customer requirements and develop appropriate solutions.
• Maintained accurate opportunities, activities and customer information within CRM systems.
• Communicated complex technical information in a clear and understandable manner and coordinated internal resources to meet customer expectations.
• Consistently exceeded performance targets, achieving more than £30K gross profit per month.

Account Executive at Nviron Ltd (2022-06 – 2022-10)

Worked closely with senior Account Managers and technical specialists to support UK SMB and enterprise customers, progressing to Account Manager within four months.

• Supported customers with hardware, infrastructure and professional services requirements and responded to customer enquiries.
• Assisted with quotations, proposals and coordination of customer requirements across internal teams and external vendors.
• Re-established relationships with previously under-engaged customers through proactive communication and relationship building.
• Generated more than £250K in revenue across hardware and professional services during the first six months.

Technical Operations & Customer Experience Manager at BrandBuildr Ltd (2019-02 – 2022-04)

Led customer experience and operational delivery within a fast-paced e-commerce environment, managing a team responsible for high-volume customer support, fulfilment coordination and service performance.

• Managed and mentored a team of customer service representatives and oversaw day-to-day support activity and service performance.
• Took ownership of escalated customer issues and supported the team with complex queries.
• Analysed customer feedback and service data to identify recurring issues and opportunities for improvement.
• Implemented processes and procedures to improve service consistency and operational efficiency.
• Coordinated with suppliers, logistics partners and internal departments to resolve customer and fulfilment issues.
• Worked cross-functionally with product, marketing and operations teams to improve the end-to-end customer journey.
• Supported team development through coaching, mentoring and ongoing performance management.

IT / AV Support Engineer at London Institute of Banking & Finance (2013-09 – 2018-05)

Provided 1st and 2nd line IT and AV support within a multi-site environment supporting 200+ employees, 500+ students and external stakeholders.

• Delivered 1st and 2nd line support by telephone, remotely and onsite across desktop, infrastructure and AV environments.
• Diagnosed and resolved technical issues in accordance with agreed SLAs and internal KPIs.
• Communicated clearly with customers of varying levels of technical knowledge and supported senior stakeholders and international teams.
• Managed user accounts, permissions and onboarding processes using Active Directory and Google Workspace.
• Took ownership of support issues through to resolution and escalated more complex problems appropriately.
• Provided AV support for large-scale corporate events and maintained IT equipment, stock and technical infrastructure.

IT Practitioners Diploma

GCSEs in Maths, English and other core subjects