Director Customer Service
Strategic Leadership: Developed the service strategy and drove performance for global customer service operations across six multichannel contact centers, scaling from a single domestic center to 750 FTE internationally. Ensured service delivery and continuous improvement across phone, email, chat and social media, achieving a 20% increase in customer satisfaction and consistent SLA compliance.Automation and Technology: Spearheaded the development and implementation of a CRM and ticketing system, expanding business insights and improving operational efficiency by 7.4%. Drove the adoption of new technologies, including AI integration, to automate self-service capabilities and improve IVR containment rate by 12%, resulting in $185k in annual savings.Budgeting & Operations: Led the annual operating, planning and budgeting process for this multimillion-dollar customer service operation, aligning resources to meet long-term business objectives. Delivered a 40% labor cost reduction through strategic partnerships, offshoring optimization, and process improvements, while consistently maintaining service level, quality and achieving CSAT targets of 85% or higher.
