Senior Director, Customer Care Operations
CurrentLeading the Operational aspects of innovating and modernizing the post-sales customer journey through technology and business process. I've spent 20+ years in various versions of my current role, through project, program, and management titles, specializing in various operational disciplines along the way. My scope has ranged from individual contributor to leading a team of hundreds in support of our customers. Notable achievements include: - Modified channel strategy with 35% improvement in First Contact Resolution, 80% reduction in handle time, and 29 point increase in NPS. - Converted more than 500 agents to fully virtual in 2 days and enabled permanent work-at-home without loss of productivity YoY - Fiscal planning for 700+ organization and multi-million dollar budget - Reduced required FTE 20% through cross-skilling and schedule optimization - Transition through offshore, nearshore, and onshore location strategies to meet changing demands - Lead cross-functional BPI initiatives at the highest stakeholder levels - Source and implement vendor technologies including Voice/Text analytics, Workforce Planning, Case tracking, Omni-channel skill and priority based contact management- Planning and launch for managed service provider partnership including training plan, knowledge transfer, and SLA negotiationStrengths: People Management | Strategy | Customer Service | Risk Analysis | Process Improvement | Performance Metrics & Dashboards | Employee Engagement | Quality Program Design | Change Management | Cost Reduction | Business Transformation | Team Building | Operational Execution | Adult Learning | Leadership Development
