Lead a global outsourcing strategy to launch new BPO partnerships, manage formed KPIs, and direct the work efforts of vendor managers while driving excellence across 500+ team members with a mix of customer advocate-level responsibilities. Train customer service teams to capitalize on opportunities to enhance the customer experience based on trends identified through customer engagement and interactions. Own all elements of the inbound contact and support journey for the verification department in an effort to build vendor partnerships, enhance systems and processes, and cascade vital communication to protect customer interests, increase transparency, build confidence in company services, and promote the business as a better solution to buying/selling vehicles.Identify, raise, and advocate for seamless resolutions to recurring issues recognized through engagement feedback, communication, and correspondence with customers, vendors, and partners.Forge productive relationships and synergies across operational management teams, vendor managers, and business units to establish improved underwriting strategies and facilitate execution. Designed, developed, and rolled out an improved behavioral coaching model that was implemented and adopted by a 2K+ member underwriting organization.Increased process efficiencies by 400% through workflow enhancements, improving performance management practices, and facilitating leadership workshops.Sourced, vetted, and launched a BPO site in Manilla and served as leader of a 3-member vendor management team that deployed 2 BPO partnerships across 3 offshore locations, resulting in annual savings of $15.8M.Renegotiated contracts that reduced hourly costs by 33%, reduced customer call backs by 20% by increasing average speed to answer (ASA) by 8%.

Owned the vision, strategy, and execution of the company’s most significant and complex Business Process Outsourcing (BPO) programs for Nike & Netflix, focusing on enhancing and optimizing their customers’ experience. Built a communication cadence between numerous working groups to drive an increased velocity in executing deliverables and resolving cross-functional conflicts. Developed and nurtured relationships across the client’s consumer services group to spearhead the transition of client services into the company’s BPO program. Maintained a constant pulse on the program portfolio to implement new tools, processes, and procedures to absorb the customer service function and launch skills training to quickly ramp up program management operations. Set the tactical direction of successful program execution by evaluating impacts and identifying gaps, impediments, potential dependencies, failure points, and risks in the customer experience.Created business cases for programs, projects, and strategic decisions and coached managers, client groups, and team members on the effective use of BPO processes.Drove best practices across all areas of responsibility, developed action plans for continuous growth, and ensured service level agreements (SLAs) were met.Ensured the technology was in place and utilized to capture and report on service metrics, including call handling, response times, issues resolved, and escalations. Held accountability meetings with direct reports to discuss progress toward measured criteria and established action plans to create opportunities for improvement.Enforced an operational rhythm that continually supported the alignment and execution of core priorities that transformed a client program with a negative gross margin to a 35% profit.Exceeded the $6M monthly sales target by implementing a “sales through service” initiative and launched the Nike Adventure Club program as a new business vertical.

Drove an authentic customer-obsessed work culture across call center operations with an emphasis on increasing brand loyalty, retention, and conversion in a highly competitive market. Built a dynamic team by forecasting the skill needed to place the right people in front-line customer service positions. Trained staff to leverage call center conversations and strengthen the voice of the customer across all functions impacting brands, products, and services. Guided leadership teams on employee relations activities to build an internal bench strength of future leaders and support a climate of inner growth. Implemented a “big picture” customer experience (CX) program by equipping staff and team leads with the tools, knowledge, and training to execute and excel in delivering exceptional customer service.Increased team performance by developing stretch goals, creating opportunities for improvement, and developing training programs to enhance work quality.Stood as a key thought leader behind integrating best practices with process improvements that directly correlated with increased customer satisfaction scores.Hand-selected to lead a large-scale project by developing international BPOs in Brazil and led multiple R&D projects focused on improving the customer experience.Spearheaded the global customer satisfaction initiative around metrics across 12 BPO teams to align service directives.Developed and deployed A/B tests around the customer experience, which resulted in large scale rollouts impacting customer satisfaction and recontact rates.Reduced recontact rates by 7% through global all hands on decks meetings centered on training captive and BPO teams to educate customers on platform services and features.

Held full accountability for managing multiple work queues and distributing daily tasks among staff in a high-volume call center environment. Created standard operating procedures (SOPs) that clearly defined and guided associates on handling irregular orders properly from receipt through delivery. Improved call coverage continuums by implementing a strategic time-of-day calling practice, which significantly improved monthly revenue by 600K.Conducted a customer analysis to guide new customers through the sales and ordering processes that yielded a better response and reduced shipment delays, customer abrasion calls, and cancellation of orders.Worked in tandem with IT to integrate a new auditing system on Calabrio and created processes to ensure the department maintained 99.5% FCLCA compliance.Developed workflows for the SMS service option and tested/launched Interactive Voice Response (IVR) capabilities, saving the company $100K annually.