In my most recent role, I directed 11 teams across four contact channels to deliver superior support and service to high-value clients. I marshalled cross-functional professionals including managers, agents, L2s, and trainers to achieve seamless collaboration across a 300-person organization.• Co-Led top-performing ProSupport site globally for critical KPIs.• Achieved strong eNPS scores driven by great morale and team culture.• Grew site footprint as headcount shifted from other sites to better-performing location.• Developed team/process to handle deviations from SOP and enhance efficiencies across frontline teams.• Promoted best practices that reduced costs organization-wide.

During this engagement, I was involved in expanding the project management organization (PMO) from regionally-focused groups to a consolidated global PMO. I identified transitional pain points and implemented solutions. Moreover, I championed Agile and Scrum methods to drive global process improvements that achieved cost savings and process efficiency. • Authored agent 'playbook' that documented standard operating procedures for case ownership.• Spearheaded initiative to shift Dell's voice contact platform from Avaya OneX to Ingenius integrated with Salesforce.• Drove utilization of robotic process automation (RPA) to significantly improve case ownership processes and reduce effort and cost.• Coordinated end-of-life of Dell's imaging/printer business within support space.• Eliminated robo calls that created unnecessary contacts to support teams.• Served as Global Client Commercial Services Lead for overall New Product/Services Introduction to support teams.• Launched Dell Augmented Reality (AR) Assistant as shift-left initiative for customer self-service.• Successfully introduced chat bot automation for contacts within chat and social media channels.• Developed RPA solution that enabled customers to create mail-in service calls without agent involvement (VP Award).• Launched new Voice Analytics capability for Voice channel to better govern quality and policy adherence.

In this position, I orchestrated 18-22 technicians in the delivery of high-level client support. I also authored knowledge base articles (KCS) to enable the comprehensive support of new client products.• Identified and eliminated process redundancy to enhance efficiency.• Received 'Champion' rating on customer feedback YoY.• Achieved significant cost savings through elimination of X-track tool and IT support.

I directed a high-performance team of 18 escalation specialists in the delivery of high-level customer service. Additionally, I owned ISO training and governance responsibilities organization-wide.• Achieved 98% customer feedback score.• Migrated escalations management from homegrown tool into Jira for documentation and tracking.• Expanded specialized support group from Round Rock into Nashville location.

In this role, I directed global support across commercial and SMB sites to ensure alignment with Dell standards. I managed quality assurance process and delivered detailed feedback to global sites to improve the customer experience.• Designed and implemented quality audit process for outbound & chat support team.• Traveled to Panama to share REC policy and processes and ensure consistency across Americas.• Identified issue with MS Office OEM license and partnered with global project teams to update global process & policy to ensure compliance with license agreements.• Won Michael Dell Award at end of year review.

Owned and operated my own business as an IT consultant where my main market was in supporting small businesses. Typically company's with less than 50 systems to maintain were my main target for customers.

Designing and maintaining an environment that was able to provide the technology needed to support this business. Henry S. Miller is the largest independent commercial real estate company in Texas.