Provide strategy and recommendations to improve client customer service operation, agent performance metrics, assist in managing client/3rd Party supplier relationship, and reengineer operational model to drive operational efficiency assisting with basic customer service, customer retention and complex technical support inquires

Lead support operations manager responsible for managing and growing 2 new startup outsourced customer service teams, develop support service strategy for B2C products, meet financial performance targets, collaborate with product / technology owners to improve operation performance providing live account inquires, payment related services, order fulfillment and technical support (software & hardware) contacts via multiple channels while ramping overall operation by 3x Developed customer support strategy for multiple new start-up business lines, forecasted long term program WFM requirements, developed financial budgets, defined operation processes and set program KPIs goals Led operation and performance improvement 2 contact center sites and exceeded major KPIs such as financial operations ROI, CSAT (90%+) and RR (80%+) in 3 months Led VoC (voice of customer) analysis framework implementations to drive more consistent actionable plans to address customer satisfaction issues by improving product experience, customer service operations, tools and policies

Lead manager responsible to deliver Sprint’s Prepaid customer operations data analysis projects for Sprint Customer Management (CM) Operations Support Performance Analysis team servicing over 10 million inbound calls. Responsible to reduce operating costs and improve customer satisfaction through performing deep dive studies analyzing operational KPIs/SLAs, customer facing technology (Web/IVR) usability, voice of customer (VOC) & customer satisfaction results and customer policy effectiveness. Worked directly with executives, internal Marketing and IT clients to gather project requirements, define scope, synthesize data using Oracle SQL and present findings-Reduced monthly operational expenses by reducing agent call handle time spikes -Reduced inbound call center call volume by identifying IVR call routing issues and pushing issues to resolution partnering with IT team-Reduced inbound call volume by improving call center agent procedures and recommending to implement enhanced standard product communication to educate customers through agents and printed product communications-Improved voice of customer accuracy by identifying customer satisfaction survey input issues-Streamlined call experience by improving customer handling policies and procedures to reduced unnecessary internal agent-to-agent transfers

Lead manager supervising a team of 6 professionals for Sprint Prepaid Customer Management (CM) Strategy Planning team following Virgin Mobile USA merger accountable to manage multiple functional areas. Responsible to develop annual business operation and technology plans, manage financial planning and analysis, establish financial, operational (KPIs/SLAs) and customer satisfaction performance targets, own and manage multiple Care projects including call center network capacity alignment projects and call center technology implementations to support inbound customer calls across 4 brands with multiple service lines, identify operation/financial improvement opportunities through deep dive data analysis and front-line interviews, deliver on-time reporting and short term business review for Prepaid Care performance, negotiate and manage vendor contracts, develop data and operation models to perform cost-benefit analysis and rationalize new initiatives and concepts-Reducing annual spending by optimizing call center network workforce distribution and negotiating more favorable contract terms while maintaining a support structure-Improved customer satisfaction by 2 percentage points and streamlined agent processes by proposing recommendations to improve customer issue resolution procedures and product feature enhancements-Improved IVR experience and reduced transfers to agents by 2% by proposing multiple self-service capabilities to shorten IVR calls and menu structures and simplified agent skill group configurations-Streamlined call routing schema to improve call routing efficiency by simplifying agent skill groups and call routing requirements-Revamped reporting capabilities and process to improved report accuracy, deliverable timeline and standardized team-wide communications of team performance-Awarded 2012 J.D. Power and Associates Award for #1 Wireless Prepaid (Non-Contract) Customer Satisfaction for Virgin Mobile for 2012 and Boost Mobile for 2011

Director of Customer Care responsible to oversee multiple functions of Customer Care team and manage 3 direct reports to deliver all Customer Care business planning and reporting activities. Responsible to develop business strategy plans and targets including financial planning for an annual budget of $70M, develop operations and technology requirements planning, manage call center network capacity expansion and consolidation, manage day-to-day outsourced vendor call center operations of 3000 agents, deliver reporting and performance analysis to manage KPIs and SLAs with internal and external partners, deliver workforce management forecasting guidelines, manage vendor relationship and negotiate vendor contracts, manage merger & acquisition integration projects (VMU/Helio, Sprint/VMU), , manage small internal escalation team, develop operation data models and perform gap analysis on existing processes and policies to improve and maintain a consistent customer experience-Expanded customer contact support capacity while reducing operating expenses ($15M) through launching in multiple oversea (off-shore & near-shore) customer support operation sites in 3 years-Reducing annual operating expenses through renegotiating outsource partner contracts and implementing a reward call volume pricing compensation model-Designed and implemented multiple IVR and Genesis call routing strategy changes to support ongoing business changes and improve caller experiences-Reduced operating expenses and streamlined customer payment transaction by transforming IVR self-service payment experience-Improved customer handing capabilities by managing customer representative desktop software technology (Siebel desktop CRM) upgrade project supporting over 1500 agent headcount with improved telephony capabilities-Awarded JD Power and Associates Award for #1 Wireless Prepaid Customer Satisfaction for 2006 and 2007 and PC Magazine Highest Rated Customer Service in Wireless from 2006-2008

Management and information technology consultant focused on Customer Relationship Management (CRM) products offerings to collaborate with clients to add value into client’s business and customer servicing capabilities. With strong expertise on customer experience design, enhance end to end customer servicing experience by improving contact center infrastructure, Integrated Voice Response (IVR) systems, call routing systems and contact center agent desktop systems. Clients served included companies across Communications, Technology and Media/Entertainment industries -Implemented a new Spanish voice recognition IVR for leading US Prepaid Wireless MVNO service provider, working directly with client to gather requirements, design and testing of client IVR systems, day-to-day operation of IVR systems and telephony capacities post implementation-Designed and QA’d for new voice recognition IVR system and telephony routing to improve customer experience by reducing unnecessary call routing experienced by customers and improve self-service capabilities for customer to reduce call center contacts-Led end-to-end voice recognition IVR system test effort to replace client’s current touch tone based IVR system-Member of Transition Planning Team, responsible for preparing inputs to support overall project business case and performed extensive true-up analyses on client employee base movement and operating cost-Developed end user sales reports and assist in other data development areas as part of implementation of a 3rd party internet based subscription and billing platform