Led the transition from Overstock to Bed Bath & Beyond for Beyond, Inc. (Summer 2023)• Assumed P&L ownership for a $20M+ customer care and fraud organization, responsible for over 500 employees globally, including BPO providers in South Africa and the Philippines and a team in India.• Spearheaded customer success strategy development in collaboration with senior executive leadership, focusing on retention, growth, technology adoption, and customer satisfaction through setting team goals, implementing best practices, and developing measurable KPIs and OKRs.• Led operations management efforts, projecting $15M in savings in 2 years through innovative approaches to elevate productivity, quality, and resource utilization, including onboarding, staff development, tech stack optimization, and application of RPA and AI.• Achieved $1.5M in first-year BPO savings and a 25% reduction in cost per contact by onboarding a new BPO provider.• Improved customer experience metrics, achieving a 28% increase in post-incident NPS and a 22% rise in CSAT through tech-enabled operations and a comprehensive operational improvement plan.• Reduced regrettable attrition from 23% to below 10% and increased employee satisfaction scores by 8% through visionary leadership, fostering a continuous learning environment, and recruiting top talent.

• Oversaw $8M customer care strategy for a 300+ person operation with 8 direct reports while influencing P&L in collaboration with the CFO, including handling over 2M annual customer interactions across multiple channels.• Recovered $12M in postage refunds through audits with USPS and secured a $5M investment for a new cloud-based phone system and contact center software with RingCentral, forecasting significant advancements in customer self-service and AI integration.• Achieved $1.5M in operational savings by designing a BPO strategy that enhanced quality and cost efficiency, alongside collecting $500K in adjustments from 30K customers by partnering with marketing on strategic communications.• Elevated customer satisfaction, resulting in an 92% CSAT score and maintaining a BBB A+ rating, through redesigned training and accountability for frontline agents, and reduced call abandonment rates by 50% by optimizing BPO staffing.• Initiated the Voice of the Customer program, significantly improving customer support by identifying key trends and insights, leading to a 20% increase in CSAT and NPS through innovative customer experience initiatives across all support channels.• Delivered 25+ training programs to 500+ learners with a new Learning Management System (LMS), established a tech agent certification process, and transitioned 250 employees to a work-from-home model without impacting customer service levels.• Reduced department turnover by 20% by fostering a culture of leadership development and recruiting talent with a focus on customer-centricity and expertise, including creating career paths for Tier 2 agents in IT roles.

• Recruited to lead a 20-person team, providing strategic direction and operational oversight, focusing on customer service across phone, email, and chat to enhance customer engagement and satisfaction.• Improved the online shopping experience by leveraging insights into customer behavior and the buying process, delivering targeted, value-based messaging and content across the customer lifecycle.

• Established customer support infrastructure, creating key metrics and reporting structures that directly informed CFO decisions, leading to the development of a customer service (CS) team that has sustained its systems since the company's acquisition.• Built and led a customer care team responsible for managing ~2K weekly tickets, implementing strategies that significantly improved customer satisfaction across all touchpoints through rigorous monitoring, data analysis, and insightful improvements.• Achieved a 91% CSAT score by leveraging data-driven strategies to enhance the overall customer experience, including cutting response times through new procedures for handling complaints and feedback, and enriching representative training programs.• Built world-class customer support functions by adopting technology solutions like Salesforce to drive effective service across phone, chat, and email channels, elevating team culture with performance management, review cycles, training, and onboarding initiatives.

Additional Roles: Senior Agent, Senior Supervisor, Fraud & Global Customer Solutions• Transforming front-line agents into specialized fraud agents and preserving revenue by reallocating 50% of the workforce to other business areas without financial loss.• Led a customer support team of 12 direct reports and over 300 associates across risk, fraud, and customer solutions in Chandler, AZ, and San Jose, CA, enhancing the service experience through strategic coaching and development efforts.• Achieved 20% increase in NPS and a 15% rise in customer-reported resolution rate over 6 consecutive quarters by instituting a behavior-based training program for 150 employees, incorporating classroom presentations, role-playing, and call audits.• Significantly reduced response times from days to minutes by strategizing the integration of customer service agents with the risk department in North America, improving efficiency and customer satisfaction.• Recognized for leadership and strategic vision as part of the 2013 Emerging Leader Program, an elite group of 20, focusing on personal leadership development, talent cultivation, cross-functional collaboration, and strategic execution.