Promoted to provide leadership and oversee day-to-day company operations, operations strategy, structure, and processes for the execution of major customer programs. Consult with client/customer senior stakeholders to gather requirements, build-out, and implement institutional-level, process-oriented startup programs for major organizations. Key focus on development/execution of framework, structure, day-to-day operations, workforce planning, rhythm of business, service standards, C-SAT surveys, performance reporting of KPI and SLA targets.- Oversee P&L and manage budgets for 3 major programs for Microsoft, Intuit and LegalZoom with team sizes ranging 12 – 2,500 employees, and an additional IT Operations program with 15 employees for a private client - Interviewed, hired, trained, and mentored the 7-member operations management team- Successfully increased Customer Engineer program by 150% in size in 6 months and increased the size of POs to 105 via streamlined recruiting/onboarding processes and customer negotiations - Led the brainstorming and finalization of a diplomatic ramp up/attrition plan and procedures to meet a sudden change in MSFT’s outsourcing policy;- Decreased headcount costs by 10%; increased program revenues by 20% through customer negotiations; enabled 20% of the contracted workforce to advance their careers via MSFT acquisitions

Took ownership of a failing MSFT customer program and completely overhauled technical operations support functions (email, ticketing, chat). Major focus on operations, people management, and program growth. Redesigned coaching and management functions to provide real-time, consistent feedback to employees, and set clear expectations on employee accountabilities to standardized KPIs/SLAs. Supervised service level attainment & request queue management (Average Days to Dispatch, Dispatch Volume, Average Days to Accept, etc.).- Recognized for exceptional program leadership with the MSFT account and received a promotion to VP;- Interviewed, hired, and mentored and doubled the Resource Coordinator team from 26-55 members for the Microsoft Customer Engineer program; enabled 100% growth over 2 years- Slashed program costs by 33% and increased the quality of global Resource Coordination via off-shore team sourcing

• Increase revenue through New/Add sales for Safeguard through coaching and development of new commission/incentive structure. In 2012, generated over $235,000 in New/Add revenue (7% increase year-over-year from 2011). In 2013, generated over $326,000 in New/Add sales (39% increase year-over-year from 2012)• Increase employee morale through enhanced commission/incentive structures. Increased commission while also increasing operating revenue to avoid additional cost to the company• Manage multiple teams of 2- 12 representatives over various functions of the business including sales, operations, order entry, and reception• Coach low performers with one-on-one coaching and side-by-side interaction• Maintain high performance from successful representatives by maintaining constant contact and follow up as well as utilizing high performers for peer-to-peer coaching.• Manage efficiency metrics (AHT, Adherence, Availability), Quality metric through call monitoring and folder spot-checks, and all Sales attainment metrics (New/Add sales) for team of representatives.• Drive new sales and provide sales training to employees of varied experience levels• Conduct team meetings, group mediation, and conference calls.• Project management experience through the Business Acquisition and Mergers (BAM) team using Excel metrics spreadsheets to improve workflow and completion of order entry. This increased revenue recognition and lowered overhead costs

• Manage teams of 8 to 15 representatives, grade recorded calls, handle administrative duties and resolve escalated customer concerns• Coach low performers with one-on-one coaching and side-by-side interaction• Maintain high performance from successful representatives by maintaining constant contact and follow up as well as utilizing high performers for peer-to-peer coaching.• Manage efficiency metrics (AHT, Adherence, Availability), Quality metric, and all Sales attainment metrics (IPTV, DSL, IP-DSL) for team of representatives.• Drive IPTV and Broadband sales and provide sales training to employees of varied experience levels• Conduct team meetings, workshops, calibrations and acceleration huddles.• Gained project management experience through successful implementation of the Features Sales Incentive Contest Program. Focused on increasing manager participation in raising representative feature sales through promoting new Feature Incentives and promoting contests while remaining under budget.• Increase revenues through IPTV and Broadband sales for AT&T while lowering cost per call. In 2011, generated over $65,000 in revenue.