Established solid foundation for success through operational oversight of risk management, fraud prevention, field network communication, field network logistics, and executive-level customer escalations resolution. Drove innovation while managing a team of ~200 employees and 14 leaders through new product launches, business changes, process innovation, and user interface overhauls. Provided vital structure by expanding a Network Support Center from 30 to 350 professionals.Facilitated 20% reduction in executive-level customer complaints by creating and nurturing strategic partnerships across various internal disciplines; highly skilled in driving innovative solutions designed to resolve challenging customer issues. Increased scheduled field visits by 30% over two quarters by launching and optimizing field network logistics across 17 markets. Enhanced efficiency and productivity by decreasing fraud prevention documentation review from 24 -hour to eight-hour turnaround. Maintained under 2% attrition for 1.5 years within Network Support Center. Navigated a team of 150 experts through an overnight swap-over to a new phone system. Maintained top five percentile Upward Feedback Employee Surveys for nine consecutive years. Generated stability by launching a new team of Retail Support agents charged with managing supply chain exceptions in customer mail-in device repair.

Established solid foundation for success through operational oversight of risk management, fraud prevention, field network communication, field network logistics, and executive-level customer escalations resolution. Drove innovation while managing a team of ~200 employees and 14 leaders through new product launches, business changes, process innovation, and user interface overhauls. Provided vital structure by expanding a Network Support Center from 30 to 350 professionals.Facilitated 20% reduction in executive-level customer complaints by creating and nurturing strategic partnerships across various internal disciplines; highly skilled in driving innovative solutions designed to resolve challenging customer issues. Increased scheduled field visits by 30% over two quarters by launching and optimizing field network logistics across 17 markets. Enhanced efficiency and productivity by decreasing fraud prevention documentation review from 24 -hour to eight-hour turnaround. Maintained under 2% attrition for 1.5 years within Network Support Center. Navigated a team of 150 experts through an overnight swap-over to a new phone system. Maintained top five percentile Upward Feedback Employee Surveys for nine consecutive years. Generated stability by launching a new team of Retail Support agents charged with managing supply chain exceptions in customer mail-in device repair.

Discussing technology claims with ~100 customers per day. Managed de-escalation and customer concern resolution.