● Lead project management for implementation of cutting-edge network solutions, catering to 60+ mid to large-scale enterprise clients and ensuring the successful execution of network strategies.● Devise comprehensive plans and allocate resources essential for achieving project objectives, ensuring alignment with client requirements and organizational goals.● Track project advancements, identify potential risks, and promptly initiate corrective measures, guaranteeing project timelines and quality standards are upheld.● Maintain a proactive approach by following up with customers to ensure prompt issue resolution.● Review customer escalations with senior management on a daily and weekly basis, promptly addressing concerns and optimizing solutions for ordered services.● Schedule and lead meetings, providing project status updates to stakeholders and executive management while maintaining effective communication and transparency across teams.● Collaborate cross-functionally with sales, customer success, repair, and billing departments, advocating for customers and resolving service and billing discrepancies effectively.● Leverage extensive product knowledge to deliver exceptional customer service and foster positive experiences, resulting in increased customer satisfaction and retention.● Surpass monthly revenue targets set by senior leadership consistently, showcasing exceptional performance and dedication to achieving business objectives.● Contribute actively as a key member of the COE (Center of Excellence) advisory board, reviewing and advising on policies, procedures, and initiatives directly impacting the CCM (Customer Care Manager) community.

● Managed the day-to-day operations of diverse customer service, chargeback, collections, and remote call center teams consisting of 250 agents across New York, Manila, and Mexico.● Spearheaded the documentation, design, and collaborative creation of a customer service training manual, incorporating procedures and workflows to enhance team efficiency and service quality.● Developed and executed an advanced agent training initiative utilizing a blend of traditional classroomsettings, role-playing scenarios, and mentorship programs facilitated by senior agents.● Secured the NYC Access-A-Ride dispatch center contract for Curb by fostering positive feedback fromdrivers and riders regarding their call center experiences.● Orchestrated the hiring and training of 50 agents for staffing the Access-A-Ride dispatch center in Long Island City, NY, ensuring a competent and skilled workforce to meet operational demands.● Conducted comprehensive analyses of daily, weekly, and monthly call statistics, emphasizing average hold time, handle time, abandonment rate, and first-call resolution metrics.● Leveraged data to identify staffing requirements, improve agent productivity, and align call center KPIs with established benchmarks.● Executed weekly call audits across all call center staff to evaluate call quality, first-call resolution, andutilization rates, focusing on agents with lower CSAT scores on surveys.● Established individualized action plans for agents, highlighting their strengths and addressing areas forimprovement, engaging in one-on-one sessions with agents to discuss concerns.● Led weekly meetings with Curb senior leadership and call center teams, facilitating discussions to review metrics, address service-related issues, and strategize improvements for optimal performance and service excellence.

● Managed and coordinated the daily operations of 200-agent customer service, chargeback, and collections teams across New York, Manila, Mexico, and satellite offices.● Established and oversaw remote call centers in Manila and Mexico, optimizing operational costs whileensuring 24/7 support for drivers and riders.● Implemented a successful recruitment process, conducting interviews, and hiring employees.● Introduced a mentoring program fostering positive feedback and active engagement.● Developed comprehensive and clear policies governing employee conduct and customer interactions,ensuring consistency and effective performance across all operational aspects.● Set performance objectives for employees, offering guidance and feedback to facilitate their attainment of milestones and enhancement of service quality.● Led the call center vendor selection process, advising senior leadership based on call metrics, cost analysis, and customer feedback to make an informed decision.● Analyzed data to identify trends and anticipate evolving customer service needs, informing strategic decision-making within the call center.● Conducted performance evaluations for staff members, emphasizing reduced resolution times and enhanced customer satisfaction ratings.

● Spearheaded the setup and management of a 20-agent call center for a start-up venture promotingshop.com products.● Developed training materials, including manuals, standard operating procedures, and call audit checklists for call center staff.● Audited agent calls daily, identifying training gaps and implementing corrective measures.● Provided real-time coaching and personalized guidance to customer service agents, aligning efforts with individual development goals.● Utilized data-driven insights and analytics to make informed decisions, driving business improvements.● Oversaw daily operations, managing shift changes, and ensuring seamless functioning to maximizeoperational efficiency and success.