Global Contact Center and Customer Experience company with 15,000 employees and locations in 17 countriesSaved $25M AT&T telco account from loss. Led team to improve processes and manage the change from smaller clients to a large, U.S. based client. Enterprise-level contact for all operational issues, questions and concerns. Built resilient, long-term relationships with clients through focus on results, integrity & internal team alignment. - 100% YoY growth of AT&T accounts- Implemented new, near-shore contract services within 3 months

Global telecom monetization software company with purpose-built solution providing digital monetization solutions to telecom providers in the US, Europe, Asia and Australia.Onboarded solution to Dish Network, ground-up, native 5G mobile network. Point of contact for all client interactions from CTO to development teams. Built Voice of the Customer (VOC) schedule including monthly product readouts and Quarterly Business Reviews (WBR) with executive teams. Defined the cross-organizational role of the new Customer Success team. - Expanded client interaction 500% in first year- Led initiate to increase my client CSAT score from 6.2 to 8.8 in 6 months- Championed & developed client micro-training. 70% global customers engagement- Developed and deployed new Customer Success team onboarding path and training

Medical scheduling software startup building software specifically for service-based small businesses providing in-home therapy. Envisioned a simple, configurable, HIPAA compliant solution for in-home medical visit management & billing. Engaged with multiple companies willing to invest in a better way, built a team of 4 developers and created initial versions of the SaaS solution for original investors.Key engagements included:- Gathered and secured initial investors into software including first client and beta tester - Partnered with customers & investors to create a SaaS solution- Designed and led developers in creation, and live testing, of software

Performing arts and education services with 3 locations and 50 teachers. Provide one-on-one, group and performance instruction for all things music, dance, theater and academic tutoring. Key engagements included:- Pivoted 50 teachers and 600 students from in-person to virtual teaching in 7 days- Implemented online, self-serve integrated solutions- Built and trained customer experience guidelines, processes & procedures

Software and services company providing backend software for the telecom industry. 1200 employees globally providing backend provisioning for telecom web sales, cloud storage solutions, onboarding and data transfer services.Sr. Client Delivery Manager, Sequential BPO, Bethlehem, PA 2017 – 2018Owned primary client (90% of revenue) accounts including P&L, contact center best practices, client management, renewals and account growth. Executed transition with client from subsidiary to wholly owned company. Drove all client interactions including contact center KPI’s, client software onboarding and training and system issue resolutions.- Grew service adoption 30% in 18 monthsSr. Client Program Manager, Synchronoss Service Delivery, Bridgewater, NJ 2013 – 2017Ran Fortune 10 Telco client programs. Led a 10-person team with responsibility for 1500 employees and contractors globally. Delivered client goals by driving software solution enhancements and being the voice of the customer within the organization. Built enduring, consistent client relationships from contracts, system and operational onboarding. Headed yearly iPhone launch readiness to ensure seamless 10x transactions and 750% increase in capacity. Managed P&L, forecasting, staffing- Grew accounts +$10M YoY for 7 years straight- Increased order automation from 50% to 95% in 24 monthsProgram Manager, Synchronoss Service Delivery, Bridgewater, NJ 2007 – 2013Managed the scalability and enhancement of services and software for the $20M AT&T eCommerce Program portfolio. Drove program direction for 600+ customer service team members in 10 international locations

Senior Team Leader responsible for automated testing tools, processing and results • Reduced release testing timeline by 50% using automated tools• Evaluated and deployed Mercury suite of testing automation software for entire Verizon Wireless Enterprise eCommerce Platform• Created the Automated Testing Team, developed all processes and automated scripts for B2B platform• Managed all testing (manual & automated) analytics and reporting for Development, Testing and Management teams• Decreased post-release issues by 40%Technologies: C++, scripting, Mercury Testing Center/Loadrunner

Software and UI tester for VzW eCommerce Enterprise Platform• Created and executed testing scripts for scheduled and project releases• Proposed automated testing team and benefits

Responsible for all Network-Billing interfaces• Billing representative to network engineering teams• Programmed and tested interfaces for roll-out of new Nortel switches• Monthly auditing/analysis of all call records using analytics tools

Lead Consultant responsible for analysis and recommendations for SBC billing system conversion • Led small team on-site with SBC to do deep analysis of existing billing system• Identified overall direction and architecture of new billing process and system. Estimated savings for SBC ~$10m in first 5 years

Programming of new Qwest combined billing system• Analysis of existing Billing Systems (11 in total) and programming to meet needs of all systems and customers• Learned object-oriented programming languages

Programming of new Pac-Bell Consolidated Billing System• 12 month turn-around consolidated newly-formed Pac-Bell Billing systems into a single system for customer and client simplicity