➤ Leadership: Led a team of 100+ and restructured the Global Customer Experience team as the pioneer Executive Leadership Team member, boosting team efficiency across 6 countries.➤ Customer Satisfaction: Revolutionized the Global Support organization via the implementation of a tiered support system based on case complexity, eliminating support backlog and achieving a 4% uplift in Customer Satisfaction Score (CSAT).➤ Enterprise Accounts: Launched a Premier Support team for 30+ enterprise accounts, attaining a 93% CSAT rating within the first year, setting a new benchmark for customer service excellence.➤ Revenue Growth: Drove financial performance by enhancing Net Retention rates for consecutive fiscal years, delivering a 6% increase in Annual Recurring Revenue (ARR) over projected targets.

➤ Management: Directed a leadership team of 4, establishing the Global Customer Experience department, fostering a cohesive global service strategy and decreasing turnover by 10%. ➤ Revamped the defect resolution process by introducing a new escalation model, leading to a 60-day reduction in the development cycle for critical defects, streamlining product improvements.➤ Designed a horizontal support structure, integrating with product management, development, sales, professional services, and accounting to create a cohesive customer support ecosystem.➤ Leadership: Recruited, hired, and onboarded 30+ people, fostering employee excellence by creating recognition & career development programs, earning two Standing Ovation awards.

➤ Leadership: Led a team of 10+ direct reports, enhancing performance and career development, while instituting a new escalation model that slashed key defect resolution by 60 days.➤ Transformation: Designed KPIs to transform service delivery, evidenced by a CSAT increase from 80% to 91%, a cut in response times from 19 hours to 3.5 hours, and halving resolution times.➤ HR: Curated an innovative onboarding program which expedited new employee operational efficiency by 5 months, optimizing workforce readiness and contributing to organizational agility.➤ Customer Retention: Increased customer retention by 25%, halved implementation timeline to 5 months, grew OE by 12% and NPS by 6 points annually via hybrid learning and lean processes.

➤ Crafted and executed a reverse logistics strategy for the Microsoft Devices Group’s new products, cutting recovery times by 8% and decreasing associated costs by 20%.➤ Orchestrated global support operations, enhancing repair and logistics efficiency, which improved process flow by 10% and ensured 100% compliance with international regulations.➤ Fostered and managed repair vendor partnerships, overseeing SOWs that led to a significant improvement in turnaround times and a more adaptable business model.➤ Developed and delivered compelling presentations to C-level executives, achieving a 100% approval rate for the rollout of global programs across 5 continents.

➤ Successfully led a team to achieve a 10% annual reduction in software-related repair volumes, optimizing device performance and customer satisfaction across the Americas.➤ Process Optimization: Led a team of 6 to execute process improvements, decreasing unwarranted repair claims and increasing customer satisfaction by utilizing Lean Six Sigma.➤ Led operational enhancements across over 400 repair vendors and logistics hubs, leading to improvements in turnaround times (TAT) and CSAT, a 5% reduction in repeat repairs (RR), and a cost reduction in the service delivery chain.

➤ Led a global team delivering end-to-end support, managing 30+ mobile applications, which contributed to a user base expansion across hundreds of mobile device models.➤ Vendor Partnerships: Streamlined vendor and partner management for crucial relationships, implementing performance management strategies that increased process efficiency by 25%.

➤ Managed vendor relationships and oversaw performance for Sega.com/Seganet's online gaming and ISP services, encompassing eCommerce, telephony, and IT operations.➤ Designed and implemented comprehensive support flows, enhancing customer experience by developing training materials, contact procedures, and an interactive voice response (IVR) system.➤ Authored extensive content for the Knowledge Base, improving resource accessibility and support efficiency.

➤ Reporting to the Director of Contact Center Operations-responsible for managing a team of 40 care agents. ➤ Hired, trained, coached, and mentored all managers and agents for our contact center operations. ➤ Main point of contact for client, responsible for reporting KPI's (CSAT, Handle Time, Resolution Time) and issue resolution. Led all campaigns in total team performance and lowest employee turnover.