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Nelson Penney has over 17 years of experience in customer support and management roles, currently serving as Manager of Digital Support Experiences at Bose Corporation since October 2006. In this position, Nelson manages a team of six customer support agents, focusing on hiring, training, and performance reviews to enhance customer satisfaction and retention. Previously, Nelson held various roles at Bose, including Program Manager for Messaging, Chat, and AI, as well as Operations Project Manager for North America. Prior to joining Bose, Nelson gained valuable experience as a Store Manager at RadioShack from April 2002 to June 2006, overseeing daily operations, inventory management, and staff training. Nelson holds a degree from the University of Massachusetts Lowell, obtained between 2016 and 2019.