Imagine changing the tires on a car while it’s moving – crazy, right? As the Senior Director of Customer Experience for Vivint, that’s the best one-sentence description of my job. Vivint is the largest home-automation and security company in the United States, Canada, Puerto Rico and New Zealand, and is growing at an incredible pace. Our challenges revolve around maintaining growth while building a scalable team and infrastructure, thus the automotive analogy. In my role, I lead several teams in developing the strategic service plans for our customers, and then executing flawlessly. Our most exciting work to date has included finding and implementing changes leading to a 27% increase in efficiency in our alarm monitoring centers, and changing the floor-support model in Vivint’s largest call center resulting in an 11% increase in efficiency. I’ve previously worked for technology companies like Omniture (later acquired by Adobe Systems), Numeric Analytics (a systems integrator), and MWI (an SEO shop). At those companies I was lucky to work with some of the biggest firms in the world such as WPP and Accenture, Fortune 500 companies and awesome start-ups. Over the years I’ve been fortunate to work in everything from sales to search engine marketing to customer service. If someone asked me what I enjoy the most about my work, I’d give a two-part answer. First, I’m passionate about connecting with and leading people. I believe the key to success in any industry and in any role is people. Simply put, relationships matter. Second, it’s certainly helped to understand how to run a business. I love getting my hands dirty in a new project, technology or team and seeing how all the pieces work together. So while I run a call center today and have worked in the software space in the past, I don’t consider myself a call center guy or a software specialist – I get people and I get business, and most importantly, I get how they work together.

Senior Director, Customer Experience @ Tasked to lead Vivint’s largest call center. Responsible for the operation and performance of several teams including phone, email, chat, social media and workforce management. Strategic focus on improving customer experience. Extensive experience working with C-level executives, formulating and delivering on customer service strategies to support the overall company strategy. Key Contributions: • Dual roles. Asked to lead two separate departments in a dual-directorship role. Effectively led both departments for seven months, including during Vivint’s busiest summer sales season. • Customer Management System Migration. Led the team through the impacts of the company-wide migration to Salesforce. Established and led triaging and prioritization of business-critical fixes and processes. • Performance improvements. In the year since the Salesforce migration, used data-driven decision-making to drop Average Handle Time 60 seconds, improve First Call Resolution by 7% and push NPS to all-time highs. • Assumed responsibility for the Vivint Internet customer support group. Tasked to lead the group through the different maturation faces of the new business. From February 2014 to Present (1 year 11 months) Provo, Utah AreaDirector, Central Station @ Hired to lead Vivint’s emergency response teams consisting of two central stations – located in Provo, UT and St. Paul, MN. The team operates 24/7/365 with a focus on fast, accurate emergency response and efficiency. Tasked to improve leadership capabilities and overall efficiency. Key Contributions: • Strengthen leadership. Determined a need for improved on-floor leadership and led team through trainings such as Crucial Accountability and Strength Deployment Inventories. Directed creation of leadership on-boarding training and probationary period. Employee leadership ratings improved 13% over two years. • Reporting Enhancements. Identified an opportunity to improve daily, weekly and monthly operational reporting on performance metrics and budget forecasting. Led the development, testing and rollout of department reporting at the agent, supervisor and station level, including C-level dashboards and budget spend forecasting. • Efficiency Improvements. Identified and acted on an opportunity to drop alarm volume by 27% by changing standard operating procedures for cancelled alarm signals. Reduced cost per subscriber by 25%. From May 2012 to February 2014 (1 year 10 months) Provo, Utah AreaIndustry Sales Manager @ Senior inside sales position with responsibility for closing business in the technology, healthcare, finance and non-profit industries. Adobe partner and systems integrator working with Adobe Digital Marketing, Aprimo and Teradata. From March 2012 to May 2012 (3 months) Greater Denver AreaSenior Manager, Channel Partner Account Management @ Led Adobe’s only team of Partner Account Managers. Responsible for Adobe’s strategic partnerships with companies like WPP, Accenture, etc. Contributed to Adobe’s revenue growth and partner retention by managing partner relationships in excess of $100 million in annual revenue. Key Contributions • Develop and deliver strategies for partner retention, growth and enablement. • Team partner retention exceeded 90% for 2011; exceeded 2011 growth target at 215% achievement. • Rated in the top 5% of Adobe employees in 2009 and 2010. • Nominated for prestigious Founder’s Award in 2011 for exemplifying Adobe’s values of Genuine, Exceptional, Innovative and Involved. From October 2009 to March 2012 (2 years 6 months) Manager, Account Management @ Promoted to position to build Omniture’s new mid-market account management team, focused on the growth and retention of Omniture’s mid-market customers. Worked closely with mid-market sales team to close deals and retain customers. Key Contributions • Hired and trained entire team, including development of team processes, policies, training and strategy. • Exceeded revenue targets by 85% annually while meeting retention and customer satisfaction goals. From August 2005 to February 2011 (5 years 7 months) Senior Manager, Mid-Market Account Management @ The Mid-Market Account Management team makes up Omniture's largest client base. Our team manages the relationship with our clients by helping them learn how to best tie our products and services to their business needs. From August 2005 to December 2009 (4 years 5 months) Vice President, Business Development @ By doing business development for MWI, I am responsible for making the initial contact with companies who may use our products or services. My responsibilities include networking for the company and initiating relationships with other businesses. MWI offers web development services, as well as branding, marketing, advertising services, and is headquartered in Salt Lake City, Utah. We also have offices in Boise, Idaho and in the Bay Area of California. From June 2004 to August 2005 (1 year 3 months)

Bachelor, Communications, PR emphasis @ Brigham Young University From 2002 to 2004 Associates, Public Relations @ Brigham Young Unversity-Idaho From 1997 to 2002 Norm Nelson is skilled in: SEM, Account Management, Omniture, Marketing, Partner Management, Channel, Management, Behavioral Targeting, Conversion Optimization, SaaS, Web Analytics, Landing Page Optimization, Demand Generation, Search Advertising, Online Advertising