Responsibilities:Led a customer support organization of ~250 employees across multiple geographies, delivering support for clients, customers and ground operations.Developed and implemented a comprehensive customer support strategy, resulting in an improvement in customer satisfaction and a reduction in average handle time.Successfully managed multiple complex projects, including system implementations, process improvements, and organizational changes.Utilized data analytics to optimize resource allocation, identify trends, and drive continuous improvement in support operations.Developed and executed workforce management strategies to optimize staffing levels, improve agent productivity, and control labor costs, including Chatbot and Generative AI.Key Achievements:Improved employee satisfaction measures by 15% to achieve company-level goals over four months and throughout a workforce reduction for the Support Operations.Scaled BPO to 185 representatives to support ~70% of all frontline operational contacts.Initial Chatbot investment resulted in an 18% contact elimination for Customers and Driver Partners.

Responsibilities:Establish a customer service culture, systems, tooling and methodology to support Patients, Clinicians, Clients and SaaS Customers at scale.Develop workflows, policies, training, internal work request portal and implementation processes to support new and transition work types to reduce complexity, including technical configurations, troubleshooting, reporting and efficiency reviews.Defined customer service strategies and initiatives to improve service levels, increase customer retention, and drive revenue growth.Partnered with product development teams to identify and resolve technical issues, improving product stability and user experience. Key Achievements:Developed and implemented a scalable client onboarding process, reducing time-to-value by 25% and improving customer satisfaction scores by 10%.Defined and established a unified end-to-end support path for all internal and external support requests, which reduced ~$25 per contact.Built and maintained a customer success knowledge base, empowering the team to deliver exceptional support and branded Health System offerings.

Responsibilities:Led a global customer support organization of ~250 employees across multiple geographies, delivering customer support in three different languages.Managed multiple BPO relationships, including contract negotiation, adherence and cost sustainability by contact type.Created a customer engagement and loyalty culture by establishing a genuine, curious and reflective approach to customer service interactions and retention.Drove global success metrics, including SLAs, quarterly OKR development, annual roadmap and strategic three-year planning cycles.Utilize customer data and trends to establish business requirements with Product on large and medium programs for scale.Developed and owned risk mitigation and prevention framework for incident management.Key Achievements:Improved Claims consistency, resulting in 2.3M savings in FY 2018. Reduced Cost to Serve, an average rate of 6% YoY without Product investment.Scaled to a global support team, from 4 FTE to 176 FTE, 65 BPO representatives in three countries within 3.5 yearsEstablished US geo-redundant operations, estimated saving of 700K per FYRover spokesperson featured in major/minor syndicates and safety educational videos

Responsibilities:Lead the implementation of company programs through action plan development and setting organizational goal-oriented objectives.Accessed the store environment, staffing accuracy, service levels and financial reports to identify and address trends in key performance indicators to achieve operational goals.Work with supplier representatives and members of management in the field to promote sales.Collaborate with senior leadership on seasonal programs and marketing to enhance brand awareness and increase incremental sales volume.Key Achievements:Launched the Clover Brewing System into a regional drive-thru in addition to in-store sales, stimulating Brewed Revenue by 8.5% FY14.Playbook Deployment and Global Labor System Test and implement Lead, FY13.Managed beverage routine to control milk waste, with COGS savings of over $238K for FY14 for the district.Managed PNW's most extensive Drive Thru Portfolio of $3 Million FY12-14.