Independent contractor consultant/advisor in Customer Success, Operations and Experience.

Led the development, management, and leadership of a dynamic Customer Support & Success group spanning multiple cities and support channels, comprising 215 employees. Played a pivotal role in the success of industry-leading SaaS practice management platform and product ecosystem catering to health and wellness professionals, contributing significantly to the company's journey from startup to IPO over 4 years. Oversaw Sales, Onboarding, Product and Technical Support, and actively participated in various facets of the business including Product Development, Marketing, attending industry conferences, Business Development initiatives, and Business Operations.

Functioned as the Client and Partner Relations Sales & Support liaison, managing relationships with organization’s B2B partners, resellers, and distributors across North America, Europe, India, and Japan with partners including Dell, Sony, Toshiba, AOL, Comcast, Newegg, and Staples Office Supplies. Held responsibility for Customer Care budget planning, P&L oversight, subscriber retention, CSAT survey results, NPS, SLA, and KPI adherence, playing a pivotal role in shaping the overall company B2C and B2B service strategy.Oversaw a team of 90 employees, managing all facets of offshore Sales, Customer, and Technical Support vendor, along with in-house staff of Tier 2 Technical Support & Client Services representatives. Supported subscription PC optimization software catering to international B2C and B2B markets, as well as overseeing a revenue-generating paid premium technical support business unit generating annual revenue exceeding $1M.● Implemented measures resulting in a significant 30% improvement in CSAT and a remarkable 200% increase in NPS by standardizing issue resolution procedures and processing. ● Orchestrated a 20% reduction in the chargeback rate by providing customers with easy access to Customer Care resources, contributing to a notable 10% increase in company-wide paid service renewals.

Provided leadership and oversight of the operational functions of a 35-employee outsourced contact center department owned by Technicolor. Undertook the responsibility of evaluating and strategically assessing the operational and technical capabilities of a company-owned and operated contact center serving a worldwide market and customer base.Focused on selling a color correction application, plug-in, and toolset designed for popular digital video editing software for PCs and Macs.

Managed a 120-employee outsourced domestic Customer Support provider and concurrently held the position of internal Tier 3 Technical Support Manager. Served business markets in the United States, Canada, the United Kingdom, Germany, and Japan, reporting directly to the VP of Operations. Acted as the support liaison to Napster's payment processing, prepaid gift, and distribution vendors. Maintained collaborative relationships with key business partners, including Dell, Sonos, Sony, Logitech, and Philips.