Global CX Outsourcing, CX Technology & Contact Center Services20+ years helping clients do more for less.Optimize business performance with our Customer Experience, Sales, Staffing, and Cost Mitigation Solutions.

Enabling companies to reach their full growth potential through operational, financial & strategic advisory services.

Operations and strategy lead, supporting 4.5M customers throughout 21 states with 20 million annual customer contacts. Championed the complete turnaround of the global customer support operation delivering a 60+ point improvement in Transactional NPS, 50% improvement in Customer Satisfaction and a +20% improvement in cost to serve metrics. Direct oversight of ~5K call center agents worldwide in 30+ contact center locations.Responsible for annual revenue growth target of $500M & $200M in annual OPEX. Led an executive leadership team across multiple disciplines including Customer Service, Customer Retention, Technical Support, Workforce Management, Training, Operational Strategy, Contact Center Technology, Pricing, Customer Growth and Business Analytics.

Expanded role to lead end-to-end customer base management strategy, operations, and analytics. Oversaw ~700 inbound and outbound call center agents, $500M in annual revenue growth, and $60M in OPEX. Developed and implemented overarching strategies and operational tactics to improve customer satisfaction, revenue generation, and customer growth.• Headed revenue growth strategy and execution, delivering an improvement of all critical business KPIs (revenue retention, contact rate, and churn)

Expanded role accountabilities, leading customer retention strategy, pricing, loyalty, and call center operations with direct management of ~500 contact center agents and $50M in OPEX.• Improved customer retention through proactive and reactive tactics, delivering an estimated incremental 38K net adds driving $47M of incremental revenue annually.• Deployed skilled-based routing methodologies by leveraging advanced data science and customer segmentation modeling, improving save rate ~10% for at-risk customers.• Initiated launch and ramp-up of third-party BPO partners, improving cost to serve ~30%.• Increased customer retention rate ~13% YoY and improved revenue erosion ~9%.

Responsible for the design and execution for Altice USA’s end-to-end retention strategy & operational procedures to minimize customer attrition through proactive, reactive, and operational best practices.• Led data analytics and reporting that uncovered underperforming customer segments at higher risks of churn for active customer lifecycle management.

Responsible for identifying and endorsing economically sensible paths to growth (customer/revenue), competitive analysis, customer activity trends, and providing analytical support to the organization. Created financial and statistical models on a recurring and ad-hoc basis• Manage customer retention models for budget/forecast process • Develop statistical models which interpret, predict, and analyze customer activity• Create ROI, break-even, and opportunity sizing analyses used to validate strategic pricing/packaging decisions• Determine the net impact of customer growth strategies to our customer base and P&LDevelop and endorse economically sensible customer growth strategies which are derived from understanding the customer base and activity trends• New offer development• Pricing strategy for new & existing products/services • Promotional step-up pricing strategiesAnalyze customer trends, highlight key performance indicators, and provide thought leadership• Provide consultancy to marketing, sales, and financial planning teams• Ensure that our marketing/sales activities are linked to our financial & customer growth performance metrics • Compile market segmentation analyses providing the strategic vision of our go-to-market strategy

• Responsible for developing and managing the organization’s budget process, quarterly forecasts, and long term plans related to our Video-On-Demand, Pay-Per-View, and Ancillary Online services.• Partner with multiple levels of personnel from key internal departments [Accounting, Product Development, Programming, and Technology] to create symmetry in business assumptions and financial reporting.• Support Corporate Business Planning with analyses and variance explanations for quarterly investor calls.• Oversee and manage the cost of supplementary Online services offered to customers, and make recommendations for cost saving opportunities.• Produce monthly accounting accruals for the Video-On-Demand, and Pay-Per-View products.• Report variances to upper management in the Accounting, and Business Planning departments on a monthly basis.• Manage payments to vendors based on the performance of individual Pay-Per-View events.

• Responsible for presenting financial projections on a weekly basis to senior management in the Product Development, and Programming departments.• Provided financial evaluations of results relative to forecast and prior periods, and identified changes in seasonal/economic trends.• Prepared senior management presentations and financial reporting packages.• Assisted the Manager and Director in the forecast/budget process.• Created various ad hoc analyses to provide a strategic insight of operating performance and customer behavior.

• Coordinated the period end close process which consisted of uploading journal entries, generating P&L reports, and presenting financial results to the accounting department, and top executives including the CFO.• Constructed the yearly budget, as well as quarterly forecast which accurately predicted the expenditure associated with running our daily activities.• Performed ad hoc analyses for management in the Operations Department to provide insight into operational efficiencies.• Monitored capital projects; which included creating P&L reports, tracking expense, and reporting variances to plan. • Managed an annual operating cash flow in excess of 75 million dollars.