April Smith Email & Phone Number

San Francisco, California, Us

Responsible for the Consumer Operations team both internal and 3rd party vendor staff spanning across the globe in both a virtual and onsite structure. Focus on consumer satisfaction, cost optimization, employee growth and development in a data led environment. Accountable for Workforce Management team with ownership for Service levels spanning Consumer Operations, Fraud Operations and Merchant Operations. Service level accountability spans both regulatory and contractual with servicing channels inclusive of phone, email and chat

San Francisco, California, Us

Responsible for the Strategic Operations program, including all RFP development and deployment Consumer, Fraud, First Party, 3rd Party and Merchant Operations.Relationship owner for all outsourcer vendor team's performance across Affirm operational scope.

Accountable for Global Service Delivery and Vendor Economics (sourcing, audits, commercials) ensuring KPI and contractual requirements are exceededResponsible for process improvement, management capability, and productivity/quality campaigns yielding best in class customer satisfaction levels of 94%Deployed employee engagement strategy elevating coaching and employee development and migrated 100% to a remote workforce environment.Managed all lines of business including high profile client base and after-hour emergency servicing.Owner of all outsource contract negotiations including RFP process, renewals and terminations.

Responsible for global vendor strategy, contract, and results with service level and KPI attainment across 13 onshore, nearshore, and offshore vendor teams and 14 diverse languages.Created and executed a three-year vendor expansion strategy, driving closure of non-performing sites and selection of new high capability vendors partners.Partnered with procurement, legal and operation teams in the creation of a new contract standard, creating commercially favorable and comprehensive term agreements.Globally standardized vendor scorecard accountability and metric responsibility which took 3 underperforming sites into top performing sites.

Stamford, Ct, Us

Managed multiple portfolios including Loyalty Redemption Services, Travel Team, and Travel Insurance Retention team.Deployed first company bilingual travel team increasing quality and productivity by 10%.Elevated service level and crisis management capability through cross skilling capabilities.Relationship owner for 3 top banking credit card companies ensuring client satisfaction, business review performance deliverables and achievement for additional business growth.Increased staff for new business by 233% achieving all timeline deliverables for project success.

Mumbai, Maharashtra, In

Accountability for the day-to-day operations of the contact center including operations, client relationships workforce management team, human resources and IT.Implemented and established standards of performance optimization to ensure KPI delivery, P&L ownership and client satisfaction.Responsible for client success relationships and sales presentations for potential site business leads.