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 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 opportunities to support customers• Restructure vendor contracts annually to drive specific KPI performance Show less

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