Oversee global operations, own accountability and business unit performance and serve as the Senior Operations Leader chief advisor and delegate.• Design and manage a comprehensive global capacity plan to facilitate the formulation of the hiring strategy for third-party vendors and workforce capacity optimization.• Collaborate on the location strategy for global teams, playing a pivotal role in shaping strategic decisions regarding both high-cost and low-cost approaches for staffing strategy with a 30% increase in low-cost location. • Lead KPI management at the L2 level, ensuring strict adherence to organizational metrics with a 6% increase in customer satisfaction, 25% increase in customer response levels and 2 weeks decrease in overall backlog.

Led a team of seven professionals dedicated to enhancing operational efficiency through streamlined reporting and process refinement.• Reinvented the way the leadership consumed operational data which led to improved decision making across the global leadership team.• Led a team of process specialists to streamline workflows, standardize procedures, and drive continuous improvement in operational efficiency.• Implemented strategic initiatives resulting in increased employee retention and an improvement in team performance within the first 6 months, fostering a culture of continuous growth and development.

Oversaw global operations and accountability for business unit performance and served as the Portfolio Head’s chief advisor and delegate.• Spearheaded strategic initiatives and best practices resulting in a 22% increase in adherence to Service Level Agreements.• Led and implemented programs across L2 to L4 managers to develop programs to decrease Support backlog by 15%.• Designed and hosted All Hands sessions for Managers and the Global Support Team, ensuring comprehensive sharing of business-critical information, alignment with organizational MBOs, and fostering active engagement throughout all levels of the organization.

Drive programs for internal stakeholders that promote employee engagement through assessment and identification of essential people skills competencies. Focus on developing programs that provide tools, training and coaching for customer support staff to increase productivity, quality and consistent customer experience. Continually improving internal training to provide a best-in-class user experience for our customers that drives efficiency, effectiveness and quality performance.• Developed robust onboarding program that aligned with organizational MBOs to ensure success of Customer Success Managers.• Executed programs for internal stakeholders that promote employee engagement through assessment and identification of essential people skills competencies.• Managed the development of programs that provide tools, training, and coaching for customer support staff to increase productivity, quality, and consistent customer experience.

Strategic customer account management, offering expert product guidance, and serving as a trusted advisor to address unique business requirements.• Influenced core business processes resulting in streamlined workflows and standardized procedures tailored to enhance operational efficiency.• Delivered product knowledge expertise to ensure specific business critical needs were being met.• Fostered trusted relationships with key customers and internal stakeholders to provide best-in-class support.

BoardBookit is the safe, secure and affordable board management and empowerment platform designed to transform the companies plan, create and manage board meetings and the way board members experience them. • Mobile and web access• Streamlined board governance• Built-in best practices• Easier board recruitment• Increase board retention through interactive board engagement and timely communication• Enables and eases ethics and regulatory compliance• Rock solid security and centralized control • Centralized repository for all board communications• Immediate ROI -- less infrastructure, human resources, copying, printing, delivery

Requirement Phase: Gathering information from clients to determine the requirements for their implementation, identifying specific client needs for custom development, writing Functional Specification Documents, mapping client data to the Demandware frameworkLaunch Phase: Wrote client documentation for Demandware customizations that will be used by Business User, set up users and established rules for users, wrote and executed test plans, assisted in training Business Manager tool to business partners, create and manage content, images and product data, assist in the implementation of customer data mapping to Demandware, ensure best practices are used throughout the implementation process, act as coordinator between the User Experience team and the Software Engineers, set up campaigns, promotions and couponsPost Launch: Attend weekly calls with clients to identify enhancements and improvements to their site, 1st level support for clients with content and catalog issues, update content and catalog data as needed, coordinated issues and fixes with Demandware certified developers, attend meetings with 3rd party vendors, continued Demandware education via xChange, review and test Demandware employments