During this tenure, I guided the strategic and operational helm of the customer support function within an $85M site, strategically emphasizing the significance of integrating customer and employee feedback to drive unparalleled service excellence. Commanding a vast team of over 600 indirect reports and 30 dedicated support team members across various departments, including talent acquisition, IT, HR, facilities, and administration, I ensured operational excellence and peak performance. With a visionary approach, I charted the course for strategic goals, KPIs, efficiency drives, quality assurance protocols, and Omni-channel support strategies, all aimed at amplifying profitability and fortifying customer loyalty. My proactive engagement in client relationship management and leadership in strategic conversations were pivotal in safeguarding clients' financial achievements.Key Contributions:☛ Increased revenue to $85M, achieving 100% retention of crucial clients and broadening service offerings.☛ Clinched a $25M business expansion from a key client for ongoing projects, outperforming four rival suppliers.☛ Elevated customer satisfaction annually by 5-7% and lifted NPS by over 20%, securing the region’s top e-NPS score and underscoring dedication to improving customer experience.☛ Slashed agent onboarding time by 35% by innovating and implementing a cutting-edge Learning Management System (LMS).☛ Surpassed program revenue forecasts by an average of 83% and consistently met daily attendance objectives with an 89% average.☛ Selected by client to pilot new AI/chatbot functionalities for customer payment collections, setting the stage for a company-wide deployment; launched an AI Chatbot self-payment program, resulting in a 15% month-over-month surge in customer uptake.☛ Oversaw the critical $33M Telecommunications account, servicing over 150,000 customers monthly, and conducted regular client review meetings.

Here, my strategic oversight extended to comprehensive resource allocation, including scrupulous management of site budgets and the institution of rigorous cost-saving measures. Commanding the helm of customer service operations for a $30M entity, I orchestrated a workforce of 350+ employees towards the pinnacle of operational efficiency and unparalleled customer care. Ingeniously crafting strategies for manpower optimization and judicious budget distribution, I established rigorous KPIs to ensure the steadfast achievement of customer service objectives. At the core of my leadership, I navigated various departments—ranging from site operations to billing—towards profitability, leveraging strategic foresight and a commitment to continuous improvement to bolster accuracy and accountability.Key Contributions:☛ Led and supported 11 managers, each supervising teams of 16-18, scaling workforce from 70 to over 350 employees, peaking at 800+, by cultivating a culture of growth and operational excellence.☛ Generated a $33M annual revenue stream by pioneering expansion across 50 lines of business.☛ Enhanced employee retention by 70% through the development and implementation of a specialized quality assurance training program for 50 technical support representatives.☛ Recruited and onboarded over 500 employees and administered training for an additional 200+ staff members.☛ Streamlined client onboarding processes, reducing time to production by 10 days, thereby enhancing client satisfaction and operational agility.

As a Consulting Operations Director, I championed the operational synergies and strategic alliances between two outsourcing powerhouses and AT&T Home Solutions, steering a program valued at $75M annually. My leadership was pivotal in driving productivity analyses and bolstering customer satisfaction to boost adoption rates. Through strategic foresight, change management acumen, and innovative thought leadership, I propelled service delivery to new heights.Key Contributions:☛ Masterminded a $35M RFP process to select and onboard a new supplier for a burgeoning telecommunications program, optimizing task distribution between two suppliers to amplify operational efficiency.☛ Secured a 15% decrease in churn rate through process optimizations that lifted CSAT scores.☛ Led the charge on data-driven sales and contact strategies, harnessing the power of big data analytics to pinpoint sales efforts within specific demographics.☛ Tackled and alleviated key operational challenges by devising and enacting strategies, further refining customer contact tactics with demographic insights derived from big data analytics.

During this employment period, I supervised billing and customer service operations for a clientele exceeding 25,000, focusing my efforts on enhancing the customer experience and minimizing unnecessary credits. My coordination extended to customer engagement initiatives, encompassing telecommunications and call center operations, while adeptly managing provider relations. Moreover, I administered vendor contracts, allocated resources judiciously, and championed process enhancements that bolstered complex project management, fiscal strategizing, quality assurance, conflict mediation, and team performance assessments.Key Contributions:☛ Fostered a culture of accountability and operational brilliance by overseeing a dedicated team of 22 billing and 60+ customer care agents.☛ Curtailed attrition rates to below 25% through targeted coaching and effective management techniques.☛ Surpassed operational performance benchmarks by empowering the team to efficiently address 45-50 customer issues per agent each day.☛ Enhanced the B2B customer support journey, providing outstanding service across wireless, web-hosting, cloud support, and billing inquiries, thus securing comprehensive client satisfaction and allegiance.☛ Reduced billing credits by 20% by implementing innovative strategies underpinned by associate incentive schemes.