In this role, I performed in a project management capacity, tasked with designing a new global customer experience organization, defining go-to-market strategy, providing governance, strengthening sustainability strategy, and generated monthly reports for CEO review. Key Contributions:- Led transformation of 4,000-member customer experience (CX) organization into one cohesive global unit, enhanced sales efficiency, and boosted customer engagement score 5% in 24 months… Show more In this role, I performed in a project management capacity, tasked with designing a new global customer experience organization, defining go-to-market strategy, providing governance, strengthening sustainability strategy, and generated monthly reports for CEO review. Key Contributions:- Led transformation of 4,000-member customer experience (CX) organization into one cohesive global unit, enhanced sales efficiency, and boosted customer engagement score 5% in 24 months. - Spearheaded development of go-to-market customer segmentation strategy and increased sales 10% in 24 months.- Revamped CX executive governance, emphasized transparency, accountability, and proactive engagement, and simplified business review and reporting processes.- Conceptualized and launched first-of-its-kind ESG Customer Advisory Councils in Europe, Asia and MEA and fortified circularity around environmental stewardship. Show less

During this time frame, I was charged with increasing efficiency and reducing expenses. I collaborated with the sales teams to define process and contract changes, and rolled-out new performance management system focused on accountability and transparency.Key Contributions:- Reduced external procurement spend by $100M+ by improving internal process efficiency.- Streamlined customer account process, which resulted in 3pp margin improvement and 50% project assets reduction.

In this role, I was tasked with turning-around the high-value, at-risk T-Mobile's services and support organization, which was causing loss of services revenue, especially in the South region. I led a 500+-member organization valued at $300M in service & support. Key Contributions:- Strengthened region by recruiting new leadership, revamping organizational structure, and empowering Market Directors to own delivery, align with customer goals, and upsell account.- Built culture of… Show more In this role, I was tasked with turning-around the high-value, at-risk T-Mobile's services and support organization, which was causing loss of services revenue, especially in the South region. I led a 500+-member organization valued at $300M in service & support. Key Contributions:- Strengthened region by recruiting new leadership, revamping organizational structure, and empowering Market Directors to own delivery, align with customer goals, and upsell account.- Built culture of exceptional performance across service delivery organization, grew customer satisfaction 32pp in first year, and played key role in winning $3.5B multi-year contract.- Implemented company's first major cloud-native core solution to enable nationwide 5G launch. - Boosted market share in South region services by 10%. Show less

As VP of Customer Delivery Operations, I led $150M service business and program execution for all US enterprise and government customers in post-ALU acquisition environment. I managed sales and customer service delivery, and led 40 direct reports and 175 total staff. Key Contributions:- Drove post-merger integration of ALU to build single high-performing team.- Secured $50M contract extension from key customer at risk of moving to competitor by earning customer’s… Show more As VP of Customer Delivery Operations, I led $150M service business and program execution for all US enterprise and government customers in post-ALU acquisition environment. I managed sales and customer service delivery, and led 40 direct reports and 175 total staff. Key Contributions:- Drove post-merger integration of ALU to build single high-performing team.- Secured $50M contract extension from key customer at risk of moving to competitor by earning customer’s confidence.- Elevated customer satisfaction from 25% to 64% through improved testing and validation.- Led deployment of company's first IoT SaaS solution. Show less

In 2013, I was promoted to lead the Nokia services business for the company’s largest US account, drive sales and contract negotiations, and lead my team in service business and contract execution.

During this period, I led customer operations and service delivery across Western region and key nationwide accounts, including Federal Government. I managed NSN first North American Wireless Managed Services operations, negotiated contracts, and built a high-performing team.

In 2007, I was appointed to elevate business unit performance, manage service delivery and lead a 300-member team.

I was assigned to lead the post-merger integration between Nokia and Siemens while continuing to manage customer care in 2007.

In this early Nokia role, I led a 200-member team in overseeing software, hardware, and technical support services including performance, sales, profitability, and service delivery.