With over 20 years of leadership experience in Customer Experience, Customer Support, and Network Operations. I have a proven track record of driving satisfaction, retention, and growth for SaaS and IoT solutions. I specialize in leading cross-functional teams across Customer Success, Support, and Professional Services to ensure seamless onboarding and ongoing support, all while optimizing the customer journey to maximize lifetime value.At KORE Wireless, I led a global team of 100+ professionals, driving significant improvements in customer experience and operational efficiency. Through the implementation of system transformations and data-driven strategies, I increased productivity by 35%, reduced customer escalations by 30%, and improved NPS year-over-year. I also led cross-functional collaborations with Sales, Product, and Engineering teams to enhance product performance, contributing to an increase in revenue and customer satisfaction.Previously, at AT&T, I spearheaded the launch of multiple offices and services, growing annual revenue by 42% and elevating sales from 10K to 1.5M units. My ability to standardize processes, recruit and retain top talent, and improve delivery time resulted in improved scalability and sustainability across the organization.I am passionate about fostering a customer-centric culture, developing customer retention strategies, and driving continuous improvement through data insights. I am skilled in strategic planning, leadership development, and building high-performing teams that meet and exceed KPIs.Key areas of expertise include:• Customer Relationship Management• Process Optimization & Standardization• Cross-Functional Collaboration & Communication• Data Analytics & Continuous Improvement• Strategic Planning & Leadership DevelopmentLet's connect if you'd like to discuss how I can help your organization drive customer success and growth!