Fulfilled a critical role ensuring the overall quality and efficiency of the customer experience, with a focus on managing relationships and performance with BPO vendors operating contact centers in domestic and international locations.- Developed cross-functional management teams responsible for Operations, Business Support, Training and Quality performance of off-shore and near-shore BPO vendor sites, leaders, and teams.- Collaborated with BPO vendor executives for ongoing staffing and strategic planning with local teams, to include direct mentoring of BPO Site Directors and Senior Leadership Teams, as well as facilitating monthly and quarterly Business Reviews focused on KPI improvements, SMART plans, and leadership development.- Managed multiple BPO contact center locations (3500+ FTE) responsible for engaging with customers across Activations, Business Care, Financial Care, General Care, Technical Care, and Retention lines of business utilizing voice, e-mail, chat, and social platforms.- Successfully guided multiple projects launching off-shore and near-shore contact center sites from new build out to production, as well as decommissions and reductions to the scope of other sites.- Attained outstanding results through a relentless commitment to performance monitoring and process improvement, achieving Top Performing Line of Business across multiple programs and locations.- Directed the end-to-end enterprise roll-out of key strategic customer-focused projects that included Path to Resolution, Equipment Lifecycle Proficiency, and Master Billing Certification.- Effectively navigated teams through challenging transformations within the organization: T-Mobile/Sprint merger, Support Team consolidation, implementation of remote work solutions during COVID pandemic years, Team of Experts operational model, and a climate of repeated corporate restructuring initiatives.

Promoted to supervise a team of business support analysts developing KPI reporting and data analytics on call center operations. Served as principal resource for responding to ad hoc information and report requests from site leadership.- On a quarterly basis, developed and delivered business reviews to the Regional Vice President, Site Director and other key senior leaders.- Created and implemented automated data feature adjustment process to streamline frontline agent requests, ensuring policy adherence and reduced potential revenue leakage.- Owned site customer escalation process between internal T-Mobile call centers, off-shore/near-shore BPO vendors and company executives.- Oversaw the company-wide implementation of dual monitor roll-out for local call center, working cross-functionally with Facilities, Procurement and Technology teams to establish process timeline, training materials and escalation paths.

Oversaw the operations of an inbound contact center, leading frontline Supervisors and their teams providing General Care and baseline technical support to customers. Tracked key performance indicators to measure progress towards goals and benchmarks.- Ensured the delivery of exceptional customer experiences to maximize account retention in a challenging and highly competitive industry.- Directed leadership development initiatives with coaches to strengthen the workforce and position top performers for promotions.

Directed customer care operations for two key clients (Brother International and Verizon Wireless) of this BPO vendor, leading contact center managers, supervisors, and agents to address and resolve issues for end-user customers in the Consumer Goods and Telecommunications industries.- Owned capacity planning and revenue forecasting, as well as full P&L accountability for two contact center sites.- Directly partnered with Client VPs and Senior Managers to advance operational performance and customer satisfaction scores, as well as ensuring contract adherence and the successful roll out of continuous improvement initiatives. - Expanded Brother inbound customer service program by 40% and launched Tier 2 level Technical Support unit.- Delivered solid results, transforming and growing vendor contact center for Verizon Wireless from 250 employees to over 800 within 18 months and reaching $22M in annualized revenues.- Secured consistent improvements in attrition YOY in both programs, significantly lowering recruiting and training costs.- Recognized with President’s Club and 20/20 Club awards on multiple occasions for surpassing revenue and profit targets on both accounts.