Head of Migration (Implementation) Services Operations - 7 years 7 months Dec 2016 - June 30, 2024Invited to start & lead a new department handling critical company initiatives.- Led operations & spearheaded the development and implementation of strategies to migrate over 2,500 clients, across all industries onto forward looking solutions resulting in $19.4MM in annual reoccurring revenue and 95% client retention. Key components included sales, customer negotiations and contracting, implementation, marketing, financial analysis, & Executive reporting- Achieved 94% client satisfaction by streamlining implementation, reducing project lifecycles by 50%, and ensuring seamless pre- and post-sale client success measured by NPS, issue resolution, product adoption, and retention- Built and maintained high-performing teams, with employee retention exceeding 94%Senior Director of Global Contact Center Operations - 4 years 10 months Aug 2008 - May 2013 Hired to lead, turnaround sub-standard performance, grow / scale, & establish a global infrastructure for a 24/7/365 multilingual operations. Operations supported onboarding new clients and handled over the phone and web based inquiries, claims, and reporting for clients spanning 150 countries / 180 languages across all industries- Orchestrated successful turnaround of subpar performance, achieving 100% of KPI’s and reducing incidents 700% through workflows automation & process improvements- Implemented a multilingual workforce, telephony system, & supporting infrastructure to support global operations and 5,000 domestic & international phone numbers, resulting in $800K in annual revenue / cost savings - Improved productivity 29%, reduced cost per report by 25%, & enhanced quality 28% through data-driven insights & process optimization- Decreased employee attrition from 48% in 2008 to 28% or less each year thereafter

Director, Operations May 2015 - May 2016Led Strategy, implementations, and operations for handling of claims, records review, correspondence, email, and telephony for North American class action and mass tort administration. - Increased productivity by 78% and reduced work inventory aging by 4 days through the implementation of technology and process enhancements- Decreased escalations by 43%, response times by 4 days by refining training programs, establishing efficient triage processes, implementing workforce management software, and pipeline reporting

West Region Manager, Implementation and Support Operations for Major Accounts Feb 2014 - May 2015 Directed operational, financial performance for ADP’s HR and Benefits Software as a Service (SaaS) products and managed client relationships for Oregon, Washington, California, and Hawaii. - Achieved top region performance award 3 consecutive quarters 2013 into 2014 with a 97% client satisfaction rate, 23% productivity improvement, and 18% faster issue resolution through effective team leadership and process optimization