Senior leader responsible for a team of 100+ FTE and Contractors leveraging Speech Analytics to build predictive models, determine customer intent, drive improvements in Customer Experience (CX), and create the foundation for leveraging the data output to perform analysis; dirving solutions focused on improving key performance indicators (KPIs): AHT, ASR, CR, RGU Sell-in, Close / Retention rate, etc.  Manage a yearly budget of $10M+ to create innovate solutions for 26+ Line of Business ranging from CustOps to Sales/Retention, including Spectrum Community Solutions, SMB across 2 Languages: English and Spanish. Create full end-to-end product rollout and implementation strategy while partnering cross departmentally to ensure proper change management. Maintain a strong vision for the future while driving continual learning throughout the organization; focused on developing team members. Meet with Senior VP+ staff to present status readouts focused on value creation. Document, train, and maintain best data practices while working to migrate department from Hadoop datalake environments to AWS Snowflake. Develop governance, security protocols, and database management maintenance and monitoring to ensure data hygiene.  Launch Microsoft Azure and Amazon AWS environments to conduct real-time speech to text proof of concept. Leveraging NLP to train and deploy custom machine learning (ML) models, agent assist actions are presented live to course correct activities while agents are communicating with customers.o Real-time anomaly detection models were created to identify customer impacting issues based on the context of conversations in real-time.o Sentiment analysis dashboards built to display trending throughout the day; replacing after-call surveys and conducting real-time coaching.o Contextual knowledge-based articles prompted to Agents by determining customer intents; building advanced Machine Learning (ML) models while using NLE and entity recognition.

 Manage a staff of 28 to support 800+ frontline CCRs and all external departments including: Marketing, Engineering, System Support, Leadership Team – CEO, CTO, CFO. Responsible for the development and introduction of corporate initiatives across 4 call centers and 13 regional locations. Maintain document warehouse and manage Sharepoint Intranet. Implement best practices throughout the organizations. Manage all residential Check Serviceability requests. Develop system tools for streamlining processes, provide trend analysis, and increase tier 0 support options. Manage all back office Account Research duties including: chargebacks, eft reversals, misapplied payments, accurint skip trace policies, and oversee the posting of all payment types. Coordinate the delivery of initiatives, product rollouts, and GAP training with Resource Management to determine the lowest Service Level impact.

 Develop Quality Assurance guidelines, call flows, reporting, and real time auditing. Supervised the Communication Specialist whose responsibility it was to document the call centers Disaster Recovery Plan, develop monthly deskdrop communications, potty training documents, and maintain the Inova wallboards. Responsible for all new hire curriculum and trainees.

 Responsible for all CCR impacting initiatives. Worked closely with Marketing on product naming conventions and billing system development. Created a universal affinity program to provide qualifying employees with discounted services. Provided feedback based on competitive offering to determine new acquisition discount needs. Developed a webform system to reduce frontline errors when submitting information to the Collections and Account Research departments.

 Communicated with customers who have escalated directly to the Sr. Leadership Team. Worked to resolve all PUC, Attorney General, and BBB complaints. Provided monthly reporting to key stakeholders to identify areas of improvement.