Developed a 3-year Strategic plan & budget for support and client servicing teams.Scaled Banking, Payments, SaaS Support, Client Servicing, & Operations from 1 to 4 Teams.Conducted hiring, training, and performance development for 50+ employees.Developed 7 core KPI metrics measuring Operational Costs & Efficiency, Customer & Client Satisfaction, Client Churn, & Net/Gross Revenue.Designed & deployed 4 tiered Omni-Channel Support (Phone, Email, Chat, & Self Help Center) diverting 30% of contact traffic away from phone calls.Built-out 3 internal knowledge portals covering external self-service, internal SOPs, & Client Playbooks for lifecycle touch points to address churn.Increased NPS by 15 points by improving NPS and CSAT surveys & building a quality assessment & continuous improvement cycle with cross-functional teams.

Grew & oversaw a support network from 50 to over 1,500 incident support agents including a support operations team led by 2 directors and 6 managers.Expanded delivery partner network from 1 to 4 BPOs with over 10 call centers with a continuous improvement cycle of agent training, quality, and program certification.Built award-winning (4 Gold Stevies) best-in-class incident response & readiness teams providing both domestic and international (GDPR) support.Designed and deployed ticketing & escalation tools, telephony, reporting, shared knowledge base, training & coaching for a network of over 1,500 agents.Leveraged operational data to form initiatives to raise CSAT from 81% to 95%, lower handle time by 1/3, and decrease incident training time from 8-4 hrs.Constructed workforce forecasting tool increasing staffing accuracy by 60% & implemented “Asset Light” program cutting costs by $4 million over 3 years.

Responsibilities: - Managed a Team of Inbound/Outbound Help Desk/Technical Support Agents - Oversaw client Order Fulfillment and mailing Logistics teams