Customer Service: Proven ability to forge and develop lasting client relationships through transparent, tactful, and regular communication  Use of interpersonal awareness skills to empathize with unhappy customers, take feedback, and regain satisfaction Successful implementations of new client onboarding through white-glove serviceLeadership: Management of a global team of Project Managers in the U.S., India, and Poland Hiring, termination, and performance management of local and remote teams Talent growth through mentorship, motivational support, and establishing focus Support internal/external escalations through action delegation and attention to communication, ensuring that the appropriate stakeholders are kept informed Oversee and support throughout Root Cause Analysis investigations that lead to sustainable quality improvement plans pillared by effective preventative actionsFinancial Management: Complete ownership of revenue and profit of three separate multi-million dollar accounts Consistent monitoring of financial behavior through trend and gap analysis in order to report upstream and escalate appropriately Revenue and budget forecasting on a monthly and annual basis  Application of margin analysis when key elements of a Program change to assist in decision making and risk assessmentStrategic Operations: Lead cross-functional initiatives driving process improvement, consistency, and standardization Strategic outsourcing to offshore production teams while maintaining quality and efficiency Presentation of KPIs and strategic initiatives at Quarterly Business Reviews Performance of risk analysis and thoughtful risk taking to drive opportunities for revenue growth Collaborate across functions and levels to provide operational support during pre-sales phase, ensuring solutions and service offerings are mutually beneficial to the company and the client

 Project Management of complex software localization projects including linguistic testing Managed a team of 6-7 direct reports in the U.S. and India Supported Program Manager during new client onboarding and setup phase On-site client travel to present KPIs and operational initiatives at Business Reviews Ownership of monthly revenue forecasting, monitoring, and reporting for multiple accounts

 Gained financial responsibilities such as budget management and reporting KPI/QBR data compilation, analysis, and reporting to client stakeholders Responsible for Root Cause Analysis investigations and implementation of corrective actions

 Project Management of e-Learning and documentation content across 40+ languages  Project quoting, scheduling, tracking, and resource planning