Leader of several geographically dispersed teams and departments within global Service Delivery and Operations with direct leadership responsibility for customer service, field service, warranty processing, asset monitoring (NOC), installation and asset deployment, site reliability engineering, and product manufacturing.

Directed call center operations including hiring, training, quality control, reporting and ensuring customer satisfaction.Responsible for service outcomes and KPI's and notably improved performance to goal within months of joining.

As an integral member of the leadership team, I headed all operations pertaining to client relations and provided full support to over 7,000 physicians in several locations. I initiated and managed the transition into use of CRM to streamline client relations, track sales numbers, and maintain accuracy. I introduced an automated system that highlights escalated or at-risk accounts to prompt additional attention for higher retention. I revamped quality control processes, which significantly decreased data entry errors by 10%. I spearheaded client feedback elicitation and completed a comparative analysis against competing companies’ data.

I conceptualized and utilized a business structure that supported several areas of service including customer care, field service dispatching, and service transfers for 800MW solar installations across the city. With a sharp focus on customer retention, I enhanced customer NPS by 12%. I worked toward positioning the company for maximized customer satisfaction by proactively retrieving feedback and developing improvements. I introduced new software, which minimized customer contact and aligned teams to outpace savings goals. I nurtured a growing team that began with 5 employees and increased to 150 staff, and I took responsibility for managing comprehensive training. I geared efforts toward stabilizing resources by managing the allocation of a $12.7M budget. With well-developed financial skills, I figured out ways to cut costs and incorporated lean processes. I turned the team around and amplified performance metrics through mentorship, training, and improved management for new record highs.

Responsible for developing and implementing strategy to increase effectiveness and efficiencies within the Customer Service organization.

Dynamic leader responsible for 50+ customer and technical service employees providing exceptional care to U.S. based dealer and end-user customers.