Focused people and experience centric leader with 20+ years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures. Organized and efficient leader supporting corporate level personnel and clients with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.
Skills
Customer Experience Management
Call Center Operations, Client Account Management
Business Process Improvement
Strategic Agility, Vision and Planning
Research & Industry, Performance Analysis
Organizational Development and Large Team Management
Project & Change Management (PMP)
Root Cause Analysis & Problem Solving
Product Launch & Management
Finance Business Case, Budget, Forecasting, Invoicing
Recruiting, Payroll, Staffing/Scheduling
Business Development, Human Resources, Performance reviews, Stories
Responsible for performance delivery to one of the Big 3 Auto Makers as a client partner including voice, chat offline and sales services for 16 lines of business
Directed team of 1000+ in operational development of service network, including implementation of quality requirements and operating standards
Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste
Oversight of program results, contractual management, monthly financial performance/forecasting and invoicing
Serve and participate proactively with other members of senior management and the executive team in developing and executing strategic plans to optimize the organization in support of its missions and business objectives
Responsible for recruiting, retaining and development of top leadership talent including daily performance management, performance assessments and appraisals
Boosted team productivity through enhanced leadership training and streamlining of operational tasks
Interacted well with front line agents , 3 leadership levels as direct reports to build connections and nurture relationships
Worked directly with cross-functional support teams to brainstorm, discuss strategy and mitigate service delivery and business process issues
Client Solutions Director, 08/2019 to 09/2020 Avaya, Inc. – Durham, NC,
Provided Best in Class white glove client service to top Healthcare and Insurance provider
Worked with client executive leadership to develop solutions specifically targeting client experience and service delivery goals
Managed the creation and facilitation of senior executive client performance reviews
Distributed all client feedback directly to internal teams with clear context and direction
Completed post- mortem to identify critical success factors and used data to consistently strengthen and improve pursuit strategies
Achieved individually set objectives for business development including client relationship building while playing a critical role in building a network of partners and suppliers that are the best in class, in line with agreed policies and guidelines on customer and experience management
Responsible for multiple account managers’ daily analysis, business planning, client support and communications internally and externally for customer service quality and optimal performance KPI outcomes
Provided client service team oversight to meet client expectations and business metrics for all client service issues, and report issues and status to internal and external stakeholders
Led client engagement and relationships by driving client outcomes and delivering against strategic priorities while managing and cultivating a high performing team
Senior Manager, Projects, 07/2014 to 03/2019 L&T Infotech – Hyderabad, IN,
Successfully completed rigorous 12 week Six Sigma/Lean certification
Managed multiple complex projects in support of customer care, retail, and digital operations
Translated technical and operational requirements into effective project plans and communicated objectives, key strategies, and execution tactics to stakeholders
Established product and service strategies, success metrics, roadmaps, and implementation approaches
Created and deployed program standards, templates, and tools, including communication and change management plans, risk management strategies, user stories, and project documentation
Facilitated solutions workout and ideation sessions with cross-functional team members and leaders
Collaborated with departmental leaders to design and implement a new scheduling strategy that generated $4.4M in savings
Orchestrated concept-to-launch Unified UI design that became the primary design across all platforms, including digital
Created and implemented an effective communications strategy for internal and external customer interactions for L&D and Digital Communications teams
Devised an IVR routing process and collaborated with vendors to resolve issues, deflecting 1.2M customer communications and affording $12M of savings
Revamped product trade-in and customer contract override process, resulting in $8M of savings
Managed an effective tool optimization project that improved frontline efficiencies and steered a 15% shift in contact-to-digital customer engagement, yielding a savings of $4M
Senior Manager/Director, Global Technical Support, 08/2009 to 06/2014 Verizon Wireless – City, STATE,
Began career with Verizon in 2001 as a front line agent, rapidly promoted through assignments with increasing responsibility
Developed tools and solutions for measuring and reporting center management performance metrics.
Provided leadership and strategic planning to ensure all teams met or exceeded performance objectives
Served as the Interim Director for an 1100-employee call center.
Cultivated relationships with internal departments and executive leaders to resolve executive complaints
Consistently exceeded performance objectives; achieved and maintained #1 rank out of 115 Senior Managers for 12 consecutive months; rated as “leading” in performance appraisals every year
Consulted with the Operations Director to implement programs that achieved customer experience performance metrics, budget, scheduling, and employee engagement goals
Designed and facilitated the first Emerging Leaders development training curriculum for future/newly promoted call center supervisors that was subsequently adopted in 12 call centers; implemented and analyzed key metrics to measure the ROI and effectiveness of leadership development initiatives
Certified Go-To-Market trainers to deliver creative and effective training; achieved over 95% approval rating based on employee/leadership surveys
Education
Executive MBA For Engineers/Technology Managers: Business, Expected in 04/2019 Rutgers, The State University Of New Jersey - New Brunswick, NJ GPA:
Master of Management: Business, Expected in University Of Phoenix - Tempe, AZ GPA:
Bachelor of Arts: Interdisciplinary Studies, Expected in University of South Carolina - , GPA:
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