Global results-driven leader with 12+ years of extensive experience in managing global operations, defining business requirements with key stakeholders, identifying areas of improvement, and managing business transition projects. CORE COMPETENCIES AND ACHIEVEMENTS Change Leadership. Influenced change across a large call center with 1200+ agents, creating buy-in at every level through open dialogue, effective listening, and creating systems with the agent’s voice in mind. Continuous Process Improvement. Utilizes a high-touch approach to program management, looking at solutions from multi-phase, long-term success approach with frequent monitoring and assessment checkpoints. Operational and Technical Solutions. Designs and implements technical solutions and resources that streamline business operations and drive operational efficiencies through workflow optimization with the end user in mind. Program and Project Management. Proven track record of managing projects and programs that transformed business, working on multiple projects with competing deadlines and priorities, while adhering to project timelines and budgets. Vendor Relations Management. Managed SaaS and call center vendor relationships to create customized solutions that represented technical and functional teams during product enhancement and implementation meetings. Customer Experience and Satisfaction. Created customer experience framework that enabled agents to efficiently utilize systems and provide consistent operational excellence and deliver white glove service to premium cardmembers. Technical Release Management. Partners with IT leaders to define technical and functional requirements to improve internal and external customer experiences, and managed release of new systems and functionality updates.