Vice President of Customer Success

• Nov 2021 - Present

Sr. Director Customer Experience

• Jan 2020 - Nov 2021

• Executed CEX roadmap • Created the GREAT Quality program • Launched Coaching to Success model • Defined attendance program • Built after call survey customer feedback tool • Developed training and new hire certification program • Ensure all programs meet FFC guidelines supporting TRS-URD funding • Developed the Culture Crew focusing on employee engagement • Managed BPO optimization for new customers • Structured teams to focus on individual… Show more • Executed CEX roadmap • Created the GREAT Quality program • Launched Coaching to Success model • Defined attendance program • Built after call survey customer feedback tool • Developed training and new hire certification program • Ensure all programs meet FFC guidelines supporting TRS-URD funding • Developed the Culture Crew focusing on employee engagement • Managed BPO optimization for new customers • Structured teams to focus on individual strengths • Redesigned IVR/ACD infrastructure to meet industry standards • Transformed workforce to 100% virtual within 48 hours • Maintain a 60+ NPS score Show less • Executed CEX roadmap • Created the GREAT Quality program • Launched Coaching to Success model • Defined attendance program • Built after call survey customer feedback tool • Developed training and new hire certification program • Ensure all programs meet FFC guidelines supporting TRS-URD funding • Developed the Culture Crew focusing on employee engagement • Managed BPO optimization for new customers • Structured teams to focus on individual… Show more • Executed CEX roadmap • Created the GREAT Quality program • Launched Coaching to Success model • Defined attendance program • Built after call survey customer feedback tool • Developed training and new hire certification program • Ensure all programs meet FFC guidelines supporting TRS-URD funding • Developed the Culture Crew focusing on employee engagement • Managed BPO optimization for new customers • Structured teams to focus on individual strengths • Redesigned IVR/ACD infrastructure to meet industry standards • Transformed workforce to 100% virtual within 48 hours • Maintain a 60+ NPS score Show less

Director Customer Service Operations

• Feb 2015 - Jan 2020

• Implement the strategic direction for wireless customer service • Define the outsource strategy for customer service • Manage a workforce of 15K voice, chat, social media FTE's • Support 57M annual voice, chat, social media interactions • Launched the AI support structure for incoming callers • Created the current Chat structure for customer support • Provide incremental cost savings to a $480M budget by transforming work types • Travel the world identifying new… Show more • Implement the strategic direction for wireless customer service • Define the outsource strategy for customer service • Manage a workforce of 15K voice, chat, social media FTE's • Support 57M annual voice, chat, social media interactions • Launched the AI support structure for incoming callers • Created the current Chat structure for customer support • Provide incremental cost savings to a $480M budget by transforming work types • Travel the world identifying new opportunities to support customers • Restructure vendor contracts annually to drive specific KPI performance

Associate Director

• May 2005 - Feb 2015

• SPOC for Prepaid Operations • Built customer experience supporting $2B revenue stream • Lead team to support 6M customers • Responsible for 12M calls annually • Designed, built, and monitored Self Service infrastructure for 10M monthly transactions • Reduced call in rate from 30% to 12% by digitally transforming the customer experience • Resource managed over 2000 FTE's • SME for legal inquiries regarding Terms and Conditions

Manager CS Projects

• Apr 2001 - May 2005

Managed multiple CS projects, including network infrastructure and IT development