• Manage Capacity Plans for over 2,000 FTE & $90M variable operating budget.• Present senior leaders with 18-month rolling global budget specific to two separate $30M customer service initiatives.• Provide data analytics and operational efficiency insight at the granular and executive level.• Collaborate with engineers, data analysts, people leaders, recruiters, service design managers, trainers and operations managers to design and launch unique customer service projects w/ emphasis on revenue and doubling customer satisfaction.• Design and implement new capacity planning and finance/revenue models to target specific customer demographics while incorporating tenure-based modeling, conferencing and case ownership. Train the broader team to incorporate and hand-off new processes.

· Manage $105M annual operating budget across four continents· Chosen as WFO point of contact for the Global Customer Service Redesign project. Perform holistic diagnosis of current demand and supply state. Partner with PayPal, including travel to Dublin and Omaha to design and implement global solution to eBay customer service.· Spearheaded holistic diagnosis of Top Customer Care (TCC) current state driving 7% uplift in NPS to customers representing 25% of marketplaces revenue.· Develop statistical models in demand planning tools to forecast call volume and head count requirements based on historical data, sales information, new product introductions, promotions and phase outs.

• Managed interest accruals on $4.5B in assets; Compressed interest rate management process from three days to thirty minutes by designing Macros to compile data from disparate systems into a single database, providing enormous operational efficiency.• Modeled $25 million of new insurance premiums each quarter with statistical & interest rate software.