Over 10 years experience managing, coaching, scaling, and leading teams in multi-language global support organizations, large corporations, and start-up. Successfully program managed and supported micro-transactions, virtual goods, subscription services, social medial, on-line services, payment transactions, software/hardware, and mobile. Planned and executed numerous programs and projects which contributed to reduction in operational cost, increase in customer satisfaction and net-promoter, revenue, customer retention, and service innovations. Deep exposure in selecting, implementing, and managing outsource vendors, customer support tools, telephony, workforce-management, payment processors, and CRM systems (Salesforce and Oracle RightNow).
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