Contribution Snapshot: Improved overall Revenue per Fulfillment Employee from $41k per month to $90k in advance of the successful acquisition by Zinnia, through customer funnel & product optimization, performance and outlier management practices, and well executed reorganizations, team consolidations, and role transformations, while transitioning 100+ team members to a fully remote workforce and establishing a case management team in India.• Consolidated org structure from three overlapping frontline teams to two while implementing a case ownership model with performance metrics that accounts for variability in caseload between associates.• Implemented quarterly planning and prioritization to maintain roadmap across all of Life & DI Operations and established Project Management Organization to perform agile coaching all of operations.• Accountable for discovery and implementation of India operations to achieve 80% shift of non-licensed activity from US-based teams within 12 months.• Employed carrier and segment specialization to improve Sales and Fulfillment associate conversion, speed, and impact to Revenue, while establishing an Advanced Planning to handle higher income clients.• Led creation of playbook for new carrier product launches, optimized for speed and iteration, including Accelerated Underwriting, Labs Free, Instant Decisions and Fully Digital solutions, with or without Product resources.• Oversaw QA strategy and accountable for revenue impact of AI and machine learning initiatives to improve carrier recommendations and responsive sales script adherence.• Established quarterly rewards and promotional guidelines and calibrations to set clear expectations, raise the performance bar, and eliminate manager bias, and adapted by engineering organization.• Partnered and aligned extensively with peer leaders in Product, Marketing, Engineering, and Business Development to shift company towards operating goals and profitability.

Contribution Snapshot: Transformed a relatively unmanaged customer service team into metrics-driven operational organization with the highest company eNPS with a strong continuous improvement culture through Objective & Key Results (OKR) development, sprint planning, and outlier management while overhauling an unprofitable B2B acquisition team into an industry-focused sales and account management team that achieved the highest year over year growth rates of all consumer segments.• Set vision and roadmap for Human Impact team to become a differentiator for Nuts.com as consistent revenue growth drivers independent of product and marketing.• Implemented agile management to CX and B2B teams including sprint planning, backlog prioritization, and retrospectives resulting in rapid completion of incremental improvement projects.• Managed budget and forecasts for labor and non-labor and reduced variable operating costs by 20% on a per order basis.• Decreased average response time for email channels from 48 hours to 75% SLA under 45 minutes while managing phone and chat channels to 90% answered under 20 seconds.• Developed and improved an Inside Sales team to increase the acquisition of new business customers by 175%, while increasing the average order value and retention curves.• Implemented a B2B Account Management team with individuals responsible for revenue through acquisition, growth and retention of segmented industrial verticals, such as Brewery, Cannabis, and Restaurants, to achieve 28% revenue growth year over year.• Conducted RFP for replacement of Zendesk and Talkdesk platforms and completed implementation to Kustomer and Amazon Connect for improved efficiency, customization, cost-savings, and customer experience.• Delivered Voice of Customer to all departments through Net Promoter Score, surveys, issue logging and other channels to enact appropriate reactionary measures and strategic initiatives to improve key metrics for the business.

Contribution Snapshot: With the identified company goal of reaching financial sustainability and profitability, designed and executed on a one-year roadmap to reduce monthly CX expenditure from over $2 per booking to $0.90 through inbound contact reduction, handle time and occupancy efficiency gains, renegotiating contracts with existing vendors, launching a partner contact center overseas to compete with an onshore center, and enabling lean overhead operations.• Reduced spend of CX cost per transaction by 50% over 12 months while still improving quality.• Increased Customer Satisfaction score from 2.7 out of 5 to 4.2 in 3 months, while increasing the rate of completed sales following a CX interaction from 40% to 60%.• Reduced customer email response times from about 20 hours to handling 95% within one hour with 24/7 operations through optimized staffing models, a 40% decrease in average handle time, and improved self serve abilities.• Implemented Lithium platform and expanded social media team to 24-hour coverage to respond to 95% of inbound contacts within 10 minutes across Twitter, Facebook, Instagram, and Yelp.• Recognized as fastest company on Twitter for response time for consecutive weeks throughout the year.• Enhanced culture and relationship with competitive outsourcer network and contract negotiations, while expanding global footprint with opening of offshore low-cost location.• Established feedback loop to communicate voice of customer to engineering and business teams, while creating CX liaison program to maximize lead time in preparing for major project changes.

Contribution Snapshot: Launched a cost-effective contact center in the Philippines, completing the expansion of global agent headcount from 125 to 450 in 1.5 years, following an extensive RFP with 13 BPO companies to select new outsourcing partner to increase the customer support global footprint, redundancy plans, and readiness to service languages of Asian markets.• Led strategic and operational development and implementation efforts for the global customer service experience for the launch of Spotify’s new streaming video product • Served as head of vendor management team over network of 3 outsourced contact centers on 3 continents serving customers in 52 markets with 11 languages.• Managed RFP process and contract negotiations in search and implementation of new BPO vendor to expand the global footprint and capabilities of customer support operations.• Implemented initiatives and projects targeting improvement in quality, customer satisfaction, and output efficiencies across 11 supported languages and a multi-tiered system of specialty and escalation teams.- Road managed the implementation of live chat channel for high value customer segments from initial discovery stage through completion and improvement.• Led strategic and operational implementation efforts in the customer support department for launch of new streaming video product.• Developed and implemented a quality assurance process for internal and outsourced contact centers.• Managed projects in analytics, forecasting, and operational process improvements with goals of expanding scalability, increasing CSAT, lowering cost per contact, and improving service levels.

• Facilitated daily RMG’s Tier Migration calls and coordinated mitigation and communication efforts related to integration of contact centers following acquisition of Medco.• Identified, triaged, and tracked through resolution all contact center and pharmacy issues related to client migrations.• Implemented model and techniques to create official forecasts for call volume noise related to client tier migrations each month.• Launched ASA and call abandonment rate predictor models to provide forecast and risk assessment of ASA and abandonment levels for given intervals or other periods of time.• Led and managed Six Sigma Black Belt projects with objectives of improving efficiency and forecasting accuracy for contact centers and pharmacies.

• Provided risk recommendations and metrics forecasts based on modeling for weekly staffing of the outsourced call center vendors while balancing between cost efficiency and quality.• Created long-term financial forecasts and operating plans and identify budget variance impacts.• Established monitoring processes between Express Scripts and outsourcing vendors to identify and validate service and contract penalties.• Identified and analyzed risk and opportunity scenarios and communicated appropriate action plans to executive management.• Managed analyst team in development projects and provided guidance and supervision to direct report.• Collaborated and shared solutions with partner vendors to increase their efficiencies and quality service level while decreasing costs for Express Scripts.

• Created and managed non labor expense budget and forecasts across twelve call centers and eight pharmacies.• Performed all financial month-end and year-end close responsibilities including submitting accruals, investigating budgeting variances, and supporting Corporate Finance.• Enhanced effectiveness in identifying budget-to-actual variances at month end by establishing rolling forecast of non labor expenses as opposed to quarterly forecasts.• Created and analyzed statistical trending and metrics reports to support strategic decision-making of executive management. • Created Business Planning scorecards to measure and improve quality of call center forecasts for management and indirect expenses.

• Maintained comprehensive order logs to provide daily information and direction to all stages of the supply chain.• Created extensive analytical Excel reports through data mining, complex formulas, v-lookups, and pivot tables to meet the needs of Customer Relationship Management team.• Coordinated shipments and installations of business equipment between warehouses, carriers, servicing dealers, and customers through Oracle Database System.

• Managed accounts payable functions and auditing for multiple regions and corporate headquarters that resulted in monthly achievement of division goals. • Provided overall support in vendor accounts through Dispatch, Oracle, & Excel with focus on customer satisfaction.• Led first-level IT support and training to all members of the department.