Led sales efforts for Customer Experience, Contact Center, and Automation solutions across matrix teams including engineers, solutions architects, and various partner types including VAR and alliance.Cultivated healthy sales pipeline by supporting Avaya clients using consultative methods and aiding them in exceeding their Customer Experience goals through various Contact Center as a Servicer (CCaaS), Contact Center AI (CCAI), Communication Platform as a Service (CPaaS), and Workforce Optimization (WFO) offerings. Engaged with CxO and Sr. Line of Business leadership of the world's largest brands to design customer journeys and co-create strategic technology roadmaps that harness innovation while mitigating risk. Leveraged business, analytics, and technical background to liaison with architects, developers, and pricing specialists to advocate compelling business cases that build consensus.

Responsible for directing business strategy and operations with a passion for delivering enterprise-level solutions to growth companies. Leads the partnership’s business strategy, service development, sales and customer success functions.★ Business intelligence as a service. ★ Workforce Optimization. ★ Tool and Vendor Selection.★ Agile, Kanban, SixSigma and Waterfall project leadership.★ Transformations such as M&A, technology implementation, or program development.★ Operational leadership and support.

Strategically led operations of 6 contact centers as well as the global workforce planning organization for a leading BPO supporting over 20 clients (500+ lines of business) within 25 sites globally and serving more than 40M contacts per year.★ Executive champion for majority of enterprise’s transformation projects including data and analytics initiatives, WorkForce Optimization and ownership of continuous improvement models.★ Part of executive team that consolidated 15 franchise centers into one unified operation allowing business development to win enterprise contracts for multiple Fortune 500s.★ Operated an organization of 5K FTE (30% of the company’s headcount) during a 3-year period when annual growth exceeded 20% each year. ★ Accountable for $30M WFM planning P&L with 300+ WFM professionals along with KPI and operational P&L management of over $55M, beating plan by 1.8%.★ Successful track record managing P&L and operations metrics that are the output of the planning/WFM process as bill-to-pay, and labor margins. Increased monthly margins by 6pts+ in less than 90days for all assigned accounts.★ Led talent development team of 160 training professionals to onboard over 11K employees/year: improved graduation rates 30% while cutting learning curves from 120 to 90 days.★ Deployed global language solution that increased CSAT by 25% and Net Promoter Scores by 7%.★ Specialization in the design and deployment of robust, closed-loop SOPs and playbooks that engage internal teams through education and allow for quick operational adoption.★ In 2017, recognized by NICE for speed to deployment and the innovative use of their Robotic Process Automation software.

Served as VP in professional solutions division leading the business intelligence and customer experience organizations supporting account management and empowering operations teams. ★ Developed proprietary ops model to increase revenues 5X while growing headcount from 2K to 10K, filling 78% of leadership internally.★ Created and grew shared services teams in multiple functional areas (Sourcing, Training, Quality, CX, Business Intelligence, CI).★ Led vendor/partner selection and managed portfolio for >80% of the company infrastructure. ★ Executed automation and labor arbitrage projects resulting in annual savings of 2pts of SGNA and .5% of COGs ★ Data-driven Customer Success initiatives that empowered employees to: o Acquire 12K new subscribers for one client with 50% upsell for an incremental $23M. o Increase healthcare regulatory compliance by 30% while cutting customer complaints by 50%. o Maintain offshore CSAT rates over 75%— 1st partner to achieve and sustain over time. o Decrease one client’s product return rates by 30%. ★ Assist 2 partners in earning 3 J.D. Power and Associate awards★ Consistently executed new technology and supporting teams including years before competition.★ Championed Robotic Process Automation team (RPA) driving down internal costs and expanding service offerings. o Added big data and machine learning into hiring process to reduce annualized turnover by over 60%. o Orchestrated Speech Analytics program that saved ~$2M/year with >150%.

Led the customer retention organization for a leading national non-profit serving 6M+ members. Responsible for planning and outcomes of member satisfaction/retention, efficient cost handling and revenue across digital, telemarketing and direct mail channels.★ Held accountability for the development and execution of a large-scale, intricate direct-response fundraising department in a 501c3 non-profit organization. ★ Led NWF’s membership marketing’s retention department, including a $22.7MM budget, 5 direct reports, and over 22.5MM annual phone, web/email and direct mail constituent contacts. ★ Managed the planning, creative and production cycles for: --complex 36 effort, highly segmented renewals program, --the retention and cultivation of an 18,000+ member monthly giving “sustainer” program, --12 new revenue “appeals” campaigns with over 40 packages (120+ segmented panels) to generate more than 4.8MM+ in net revenue during a single fiscal year.

Led the Member Account Services ops organization supporting 13MM+ annual member contacts across IVR, Chat, Email and Phone channels. Directly supervised 7 program managers with accountability for the performance of 2K+ staff throughout the US, India, Philippines, Canada, Mexico, Argentina and South Africa.★ Held operational accountability for 13MM+ annual member contacts across IVR, Chat, Email and Phone channels. ★ Directly supervised 7 program managers with accountability for the performance of 2K+ staff throughout the US, India, Philippines, Canada, Mexico, Argentina and South Africa. ★ Orchestrated significant process re-engineering effort realizing Member churn reductions in excess of 35MM/year.★ Played key role in the preparation of 2004/2005 business-unit strategic plans and budgets, reducing operating costs by over $21MM, including $13MM reduction through implementation of new credit usage policies and $7MM by utilizing effective Routing/IVR solutions.★ Championed launches of 3 near and 4 offshore contact centers.★ Completed gap analysis and developed programs that drove 2.5 points of CSAT improvement resulting in reduction of AOL service cancellations by 250K.

★ Key member of project team tasked with design and execution of project strategy for realigning multimillion-dollar manpower-planning investment, resulting in annual net savings of over $3.92MM.★ Selected to serve on 9 month, 16-member corporate re-engineering project charged with formulating best-in-class service standards through diversification of client base, regulation of staffing parameters, and revision of reporting tools and methodology; successful completion of project realized annual net savings of over $5M.★ Collaborated closely with team of 5 in development of proprietary CI culture through a combination of Six Sigma, Lean, Kaizen and ISO 9000 continuous-improvement methods/processes. ★ Steered multi-client contact center with annual budget of over $12.2M and 400+ personnel. ★ Skillfully led multiple client groups consisting of several cross-functional departments, supervisors and managers with over 250 employees in development of new quality standards while increasing gross profit and maintaining labor margins.