Henry C. Email & Phone Number

London, Gb

Led global B2B Enterprise Support Org, overseeing a 30+ person workforce encompassing three business functions: Enterprise Technical Support Analysts, Enterprise Support & Technical Account Managers (Premium Support), and Enterprise Operations Program Managers. • Provided strategic direction and operational roadmap planning to program managers. Managed eight programs: User Experience (VOC), CRM (tooling), GTM Product launches, Billing, Knowledge Base, Customer Help Center, New Product Initiatives, and customer deflection efforts with the ultimate goal of enhancing and improving the customer experience journey. Improved the customer effort score by 15% and boosted customer retention by 10% in 2022. • Partnered with internal product, design, analytics, sales, engineering, and vendor management teams to optimize processes and workstreams for improved customer experience while consistently exceeding SLAs, KPIs, CSAT, NPS scores, IRT, TRT, and other key metrics. • Served as the single point of contact for all internal and external escalations, pivotal in generating over $150M in revenue from the book of business, with a substantial portion attributed to paid premium support. • Directed a customer service department of 150+ agents across five international regions, achieving a 15% increase in customer satisfaction ratings by implementing strategic training programs and customer service metrics. Managed relationships with three global vendors, overseeing a budget of over $6.5M for vendor operations. Reduced operating expenses by 30% in 2023. • Oversaw a B2B SaaS tiered technical support team for a product called Workplace, serving more than 10M+ global users. Customer support operations across multiple continents, improving response efficiency by 35% through strategically realigning resources and implementing data-driven support strategies.

San Jose, Ca, Us

• Served as the primary contact for extensive $7-figure merchant integrations, guiding customer workflow requirements and coordinating changes for presales proposals to ensure seamless integration processes. • Worked closely with multiple Strategic Growth Managers and Sales contacts to deliver top-notch experiences and led the end-to-end integration processes, ensuring successful outcomes for both PayPal and clients. • Managed Sandbox testing and guided technical certification requirements and user experience criteria. • Conveyed client needs to Product and Integration Consultants, fostering best-in-class implementations and product enhancements while offering regular project updates to stakeholders through tools like Salesforce. • Led cross-functional teams in complex integration solution deployments for Fortune 500 companies, achieving a 95% customer satisfaction rate and contributing to a 20% increase in annual contract renewals.Integrated PayPal Checkout, Venmo, Apple Pay

San Jose, Ca, Us

• Prioritized and aligned resources for product offerings, crafting custom solutions for strategic merchant and partner initiatives, combining sets of APIs and SDKs to support in-store, mobile applications, and online experiences. • Orchestrated teams handling merchant and partner assignments which encompassed managing complex enterprise integrations and responding to new product projects by collaborating with product teams and PMOs. • Spearheaded a strategic client engagement initiative that resulted in a 25% annual increase in customer retention rates by developing strong relationships and delivering customized solutions to key enterprise accounts.

San Jose, Ca, Us

Sourced enterprise technology System Integrator vendors, negotiated contracts(Master Service Agreements and SOW), & onboarded vendors for a Professional Services Org. Upleveled existing vendor relationships to ensure alignment on strategic goals, influence product roadmaps, and manage escalated issues. • Replaced survey vendor, integrating a new survey platform with Salesforce for customer surveys within PayPal's Global Merchant Technical Support team, resulting in over $150K in annualized savings. Launched successful plugins on platforms like Salesforce Commerce Cloud, Oracle, IBM WebSphere, & NetSuite. • Established and implemented standards, Standard Operating Procedures, and processes for vendor service delivery. Attended cross-functional meetings, aligned with various teams, and conducted contract risk assessments. Held monthly and quarterly business reviews with vendors. Implemented best practices, measured performance, identified suppliers' performance improvement plans, negotiated renewal contracts, and managed vendor relations to improve deliverable quality and services. • Effective communicator to quickly earn stakeholder trust, mobilize and influence teams, set direction and approach, resolve conflict, and execute with limited information and ambiguity.Skills:Vendor ManagementRelationship BuildingContract NegotiationRisk AssessmentCross-Functional CollaborationProcess ImprovementClient SatisfactionPerformance MeasurementRevenue GenerationSOP Development

San Jose, Ca, Us

Headed an international team of Technical Risk Analysts, fostering partnerships, conducting meticulous evaluations of global crowdfunding applications, and ensuring strict adherence to industry guidelines, legal, and compliance policies. • Drove cross-functional collaboration by actively engaging with risk, legal, brand risk, compliance, & internal teams to spearhead policy changes and effectively address evolving business models from diverse businesses and startups. • Streamlined the application vetting process by implementing a new scoring system, which increased review efficiency by 20% and reduced application turnaround time from 10 to 5 days while managing a globally distributed team of reviewers.

San Jose, Ca, Us

• Led 20+ Credit Risk Analysts team and evaluated business models, credit risk, and other fraud factors for thousands of merchant accounts. Mitigated processing risk by applying account reserves management and a tiered credit risk approval process. • Finalized seller account risk reviews, managed credit requests, and promoted customer goodwill through professional credit management to minimize risks for businesses operating in local and online environments. • Identified risk policy issues and conducted root cause analyses in commercial and consumer merchant credit reviews. • Monitored key performance indicators and various data-driven reports to mitigate losses. Successfully reduced losses by 30 basis points. • Utilized Zoot, LexisNexis, Dun and Bradstreet, Experian, and Equifax to enhance risk rules and policies and analyze merchant performance metrics. • Leveraged insights from portfolio and merchant trends to inform new policy creation, prioritize risk rule enhancements, and produce/review 100k annual merchant accounts, actively monitoring processing volume exceeding $2.6B+.Skills:Credit AnalysisRisk ManagementRelationship BuildingTeam LeadershipPolicy DevelopmentData AnalysisPerformance ManagementComplianceMerchant Account ReviewsFinancial Statement AnalysisVendor ManagementIndustry Tools: Zoot, LexisNexis, Dun and Bradstreet, Experian, Equifax

San Jose, Ca, Us

• Led a high-performing 25- Customer Service agents to surpass customer service targets through data-driven insights and innovative call control techniques. The team was able to increase customer satisfaction while reducing total resolution time. The team saw a significant increase in CSAT, Net Promoter Scores, and other key KPIs. • Hand-selected from over 50+ team leads to launch a new cutting-edge operations center in Chandler, AZ. • Formulated a compelling business strategy to ensure the new operation center mirrored the operations center in Omaha. Adopted a business expansion plan that tailored team-specific training sessions, quality assurance calibration sessions, and leadership mentoring/coaching. • Spearheaded a customer service initiative across five customer segments that increased customer satisfaction scores by 25% through strategic leadership, training, and development of over 500 agents. • Led key projects to enhance our CRM to incorporate an automated decision tree function focusing on enhanced customer interaction and increased resolution efficiency. Improved the IVR experience by automating some of our top contact drivers' issues by customer segment to completely automate the most commonly reported customer issues.

Washington, Dc, Us

• Led a 34-member team in maintaining, operating, and managing aviation weapons support equipment aboard a nuclear-powered aircraft carrier, ensuring 24/7 operational readiness.• Directed and oversaw all weapons movements and equipment transfers, enforcing strict adherence to safety protocols and compliance with Navy standards.• Supervised and managed the safe transportation, handling, storage, and maintenance of various ordnance, support gear, and weapons systems, mitigating risks and ensuring seamless integration with flight operations.• Implemented and executed training, mentoring, and coaching programs for personnel, enhancing technical proficiency, leadership skills, and overall operational effectiveness.• Monitored and maintained all weapons support systems and equipment, overseeing regular inspections, troubleshooting, and repairs to ensure optimum performance in high-stress environments.• Collaborated with other departments to coordinate operational requirements, support mission readiness, and achieve successful deployment objectives.• Achieved outstanding results in performance evaluations by improving operational efficiency and adhering to quality standards, contributing to the carrier’s mission success.• Ensured compliance with all Naval safety regulations, weapons handling guidelines, and environmental protection standards during all operational activities.Key Achievements:• Maintained 100% operational readiness of weapons systems during critical carrier missions and deployments.• Played a crucial role in conducting numerous at-sea operations involving the safe transport of live ordnance.• Developed and implemented process improvements that increased team efficiency and reduced equipment downtime by 15%.

Washington, Dc, Us

Experienced and dynamic Lead Navy Recruiter with a strong track record of successfully leading recruitment teams to meet and exceed Navy enlistment goals. Proven ability to develop and implement strategic recruitment plans, manage recruiter performance, and mentor junior recruiters. Adept at coordinating large-scale recruitment efforts, engaging with diverse communities, and optimizing recruitment processes to ensure high-quality candidate selection. Demonstrated success in building and maintaining strong community relationships to enhance the Navy's presence and attract top-tier talent.Key Responsibilities:Team Leadership & Management:Led a team of 4 recruiters, providing guidance, training, and support to ensure the successful execution of recruitment strategies.Conducted performance evaluations, set goals, and monitored recruiter productivity to ensure team members met individual and collective recruitment targets.Recruitment Strategy & Planning:Developed and executed comprehensive recruitment plans aligned with Navy enlistment goals, regional priorities, and specialized recruitment needs.Analyzed recruitment trends, evaluated team performance data, and adjusted strategies to optimize recruitment efforts in high-demand areas.Data-Driven Recruitment Management:Utilized data analytics to identify recruitment challenges, optimize sourcing strategies, and improve recruiter performance. Ensured full compliance with Navy recruitment policies.Key Achievements:Led recruitment team to exceed annual goals by an average of 20%, driving significant contributions to regional and national Navy enlistment efforts.Developed recruitment strategies that increased candidate engagement from underrepresented communities by 25%, earning recognition from senior Navy leadership.Successfully onboarded 400 high-performing recruits into specialized Navy programs, including advanced technical training and officer development pathways.

Washington, Dc, Us

• Managed Aviation Safety Programs: Developed, implemented, and managed comprehensive aviation safety programs to minimize risk and ensure the safety of aviation operations. Conducted safety assessments, risk analysis, and hazard mitigation strategies, ensuring alignment with U.S. Navy and Department of Defense safety protocols.• Safety Investigations and Reporting: Led and conducted thorough investigations into aviation-related accidents, incidents, and near-miss events. Analyzed root causes and provided detailed reports, including recommendations to improve operational safety and prevent future occurrences.• Training and Compliance: Provided specialized training to flight crews, maintenance teams, and command leadership on aviation safety standards and best practices. • Safety Audits and Inspections: Conducted routine and spot inspections of aviation equipment, facilities, and operational procedures. Identified potential hazards and ensured corrective actions were implemented promptly, maintaining compliance with OSHA, Navy, and federal aviation standards.• Collaboration with Command Leadership: Acted as the primary safety advisor to command leadership, providing strategic insights on improving safety protocols.• Safety Data Analysis: Analyzed safety data trends from reports, incident logs, and operational feedback to improve safety programs continuously. Utilized data to predict and mitigate future risks, ensuring mission readiness and operational effectiveness.• Safety Documentation and Record-Keeping: Maintained and updated all aviation safety documentation, including risk management plans, safety briefings, training records, and inspection reports.Key Achievements:• Spearheaded implementing a safety culture program, reducing aviation incidents by 35% over two years.• Successfully managed over 100 work center safety investigations, leading to process improvements that enhanced operational safety and reduced risk.

Washington, Dc, Us

• Weapons Systems Maintenance: Performed intermediate-level maintenance, inspection, and repair on aviation ordnance systems, subsystems, and support equipment, ensuring weapons systems readiness for a wide range of naval aircraft.• Weapons Testing and Calibration: Conducted rigorous testing and calibration of ordnance systems and support equipment using specialized tools and diagnostic equipment. Identified and corrected malfunctions to ensure optimal performance of weapons delivery systems.• Quality Control and Safety: Ensured all ordnance maintenance activities complied with Naval Aviation Maintenance Program (NAMP) standards and safety protocols. Performed quality assurance checks and documentation reviews to maintain operational excellence and reduce human error incidents.• Inventory and Supply Management: Maintained and monitored ordnance inventory, weapons systems components, and related materials. Coordinated with supply and logistics teams to ensure timely mission-critical equipment and parts replenishment.• Technical Documentation and Reporting: Prepared detailed maintenance logs, work orders, and reports for all ordnance-related tasks using OOMA (Optimized Organizational Maintenance Activity) and OPNAV forms. Ensured accurate records for compliance with Navy policies and readiness reporting.• Mission Support and Readiness: Provided direct support to operational squadrons, ensuring the timely delivery and readiness of aviation ordnance. Played a crucial role in mission preparation and execution by managing ordnance availability and serviceability.Key Achievements:• Successfully led a team responsible for overhauling and refurbishing over 500 ordnance systems, contributing to an overall increase in operational readiness by 15%.• Implemented a new training protocol for ordnance handling and safety, resulting in a 30% reduction in safety incidents.

Masters, Master Of Business Administration

Bachelors, Management In Human Resources