I was responsible for managing an Organization of 200+ resources in 4 different countries, providing 24 x 7 global customer support, in 5 different languages.-Generated Vendor savings of 6% yearly by ensuring best practices are followed,Implementing self service and robotics, and ongoing training efforts-Drove cost savings of $1 million, year over year, by addressing top customer pain points, reducing call and ticket volumes, and improving resolution timesDirector/Global Customer ServiceI managed a team of 100+ resources in 3 different countries, providing 24x7, technical, product, and fraud/security global support. Responsible for contract negotiations and managing contracts of 3 million + annually.-Improved internal processes and implemented self service options, reducing vendor calls and expenses by 6% yearly-Awarded Best Help Desk in Financial Services, from the vendor for three consecutive yearsManager/Customer OperationsLed a team of 14 US based resources, providing 24x7 authorization and fraud prevention support. Responsible for managing vendor contracts, monthly SLA reviews, internal projects and people management.-Migrated work from employee teams to vendors, generating cost savings of $1.4 million

International consulting services for client base in the US, UK, and Canada. Worked in project manager and business analyst roles on software implementations, system development, and new department roll outs.-Partnered with Mastercard global information security to cut in half the time to onboard new employees by consolidating role access-Hired to work for MCI in London, to work on the merger with Verizon, ensuring revenue was collected for a five country region

I was responsible for the build out of a 24 x 7 operations call center providing fraud & security support and 1st level customer support. Operational oversight of daily operations and Federal & Local law enforcement support.-Analyzed, developed and implemented the automated spending limit plan for all Sprint customers, to help reduce fraud losses via an automated spending limit-Established the first call center to assist wireless customers 24/7 support