Orchestrated large-scale programs, including:• Survey Platform Development & Implementation• Quality Program for 500+ Technical Support Staff• Operational Excellence Program for 40-Person Global Management Team• Inbound Phone Support Services Migration• Organization-wide CRM Migration• Knowledge base Audit & TransformationKey Accomplishments: • Grew CSAT target attainment by 52% within 6 months by providing data visualizations that prompted specific management actions based on customer feedback.• Improved completion of required weekly tasks to 95% by automating push notifications.• Achieved a 30% reduction in context-switching for managers by embedding an intuitive UI for survey response analysis in the primary workspace.• Reduced average time to answer inbound customer phone calls by 125%.• Improved KPI attainment by 17% in 60 days by documenting clear expectations, providing reports to identify outliers, and defining aligned management actions.

• Updated tier 3 case escalation process, resulting in a 10% decrease in time to escalate and a 17% reduction in escalation rejection.• Revamped taxonomy for reporting accuracy, eliminating quarterly manual review of 3K+ cases.• Improved KPIs by 50% through establishing a structured coaching program focused on positive reinforcement of desired behaviors.• Spearheaded global task force addressing key opportunities in enablement, resource access, process improvement, defined communication channels, and global alignment.• Collaborated with the Product team to resolve a critical issue, deflecting 16K+ potential customer cases.