● Leads a team of 8 Program Managers to develop and refine standard operating procedures, reducing bug handling time from 43 to 8 days and improving first response times from 14 to 2 days.● Develops an in-house Net Promoter Score (NPS) metric that improves internal stakeholder satisfaction from a score of 4/10 in 2022 to 8.6/10 by Q2 2024.● Lead efficiency planning, cutting customer resolution times by 10 days through expedited stakeholder approvals during 2 months of Agile sprints.● Created executive dashboards for high-level KPIs, impact drivers, and program updates, improving decision-making and boosting operational velocity by 25%.● Implemented GOC's first US-based Scrum Team with two Scrum Masters and two apprentices, driving Agile adoption and achieving a 30% improvement in delivery timelines and a 25% boost in team productivity within six months.

● Designs on-site and remote contact center management strategies to enhance operational efficiency by 43%. ● Implements customer experience strategies such as post-call surveys, new QA guidelines, and a Virtual Hold IVR system attaining 28% customer satisfaction scores.● Develops long and short-range budgetary forecasts for clients, identifying inefficiencies and implementing strategies that reduce operational costs by 15%, while ensuring alignment with financial goals and maximizing resource utilization.● Works to develop sound workforce management forecasting and staffing plans while highlighting technical and strategic areas for improvement. Current and former clients include:GoogleComcastT-MobileProctorUJackson HewittSameday HealthAmerican ExpressBooz Allen HamiltonUnited Healthcare GroupCity of Atlanta 311 OperationsDirect General Insurance CompanyBlue Cross Blue Shield of Louisiana

• Implemented customer applications for internal Google clients, including YouTube, gCare, and Techstop, ensuring 100% alignment with Governance, Risk, and Compliance (GRC) frameworks.

● Managed a team of 8 workforce management analysts to support 1700 advocates over 12 business units via phone, email, and chat.● Utilized Scrum principles to develop a weekly standard operating procedure to train unoccupied agents, increasing productivity and reducing downtime by 23%.● Collaborated with the Forecasting team to secure a 1200 FTE headcount increase and a staffing budget increase from $54M to $72M for FY 2022.● Founded Square's Career Experience program, which led to over 20 promotion opportunities for early-career employees after career strategy sessions and resume reviews.

● Led a Workforce Management team responsible for 400+ on-site/remote agents and over 300 offshore agents, achieving a reduction in CX Ops shrinkage from 56% to 42%, while improving service levels (SLA) from 72% to 88% year over year.● Co-founded the Postmates Diversity, Equity, and Inclusion Taskforce and initiated the Brown Bag Career Exploration Series for junior-level employees.● Automated KPI dashboards, transitioning from manual processes to improve daily performance measurement within the CX organization.● Due to increases in efficiency, we reduced headcount requirements by 7%, while improving net promoter scores (NPS) from 5.4 to 7.3.

• Utilized advanced analytics to monitor performance metrics, identify risks, and ensure adherence to trust and safety protocols, boosting operational compliance by 15%.• Designed targeted training programs for workforce teams on compliance protocols, and regulatory requirements, achieving a 92% pass rate in compliance audit.• Conducted risk assessments and implemented robust risk mitigation strategies for trust and safety workflows, leading to a 29% reduction in operational disruptions.

● Managed daily operations for 10 program accounts with approximately 300 employees, including 6 program managers and 22 supervisors.● Increased monthly revenues from $963K to $1.3M by reducing attrition by 8% and growing headcount by 14% over six months through strategic hiring and onboarding of new program partners.● Launched a Leadership Development Academy to provide aspiring leaders with practical managerial experience, including job shadowing and leadership training delivery.

● Recruited, onboarded, and provided direction for the forecasting and real-time management teams across three sites, starting with fewer than 100 and ramping up to a maximum agent capacity of approximately 2700 associates in a multi-skill and multi-site environment.● Coordinated the BPO partnership with 1-800-FLOWERS utilizing offshore agents to assist during peak seasonality.● Reduced unproductive shrinkage by 12% and improved service levels (SLA) by 18% over a two-year period.● Instituted new reporting methodologies including utilization, shrinkage, and schedule adherence metrics improving operational efficiency by 19%, enabling better resource allocation and performance forecasting.