- Analyze, plan, and execute optimization programs resulting in budget reduction and margin improvements- Drive programs resulting in the transformation of people, processes, and tools to improve end to end client experience - Collaborate with global teams to develop operating, engagement, and governance models to execute transformation - Track, analyze, and monitor quality and performance metrics

- Serve as Scrum Master and Product Owner for a team of developers working on automation and software development projects via an agile practice- Develop and maintain high performance culture with a remote team across multiple geographies- Analyze and prioritize objectives, define key results, develop business cases and values, and present to senior leadership- Manage client expectations while coordinating initiatives among different business units, clients, and partners- Collaborate with senior technical resources to build and operate a technical innovation lab to support training needs, proofs of concepts, and presales activities

- Responsible for delivering technical services projects totaling over $10 million in revenue- Manage large projects with multiple technologies across multiple locations and time zones- Established success leading large, remote project teams across multiple locations and time zones- Proven ability to provide excellent customer service with influence on client contract renewal and expansion- Regularly tasked to deliver complex projects to high-touch customers and to improve client relationships- Perform all project management activities including managing project resources and subcontractor vendors, project deliverables, client and executive expectations, project timeline, project budget, and risk registers. Customize and maintain complex status and financial reporting to track and report on project success.- Work with teams within the organization to support process improvement, process development, and training

Manage internal and client-facing projects and requests for a software subscription program in North America.• Design and implement a training agenda to offshore customer subscription support to the Philippines. • Train all levels of new customer service team to support program knowledge, processes, and policies with 100% success rate for the first wave. Met all project deadlines on time.• Support the first wave of trainees through hypercare phase as they onboard customer-facing volumes.• Train and support new Operations Manager and Supervisors as they onboard client-facing management tasks. • Provide regular updates of project status and ensure project lowlights are addressed efficiently. • Test all tools and programs used by the Academics team to project production-stopping issues.• Determine project risks and develop action plans to facilitate a smooth project flow and meet deadlines.• Create detailed process documentation when new programs, tools, processes, or policies are implemented.• Provide continuing training to all levels of customer service team when new tools or policies are rolled out.

Supervise a customer service team of 4-7 agents.• Assign daily tasks to customer service agents and ensure all tasks are completed efficiently and effectively.• Create and enforce agents’ schedules to maintain client-dictated service level benchmarks. • Assist agents with trouble-shooting customer issues via phone and e-mail, and take supervisor calls as needed. • Escalate customer issues to the appropriate support team. • Maintain department-based training documents and education articles in a database for agent reference. • Train and mentor new CS agents and ensure all agents are up-trained on new processes and policies. • Test new tools and programs and provide feedback to implement necessary changes prior to project launch.• Assist with creating and implementing 2 significant processes to reduce client-costs and improve customer experience.