Operational Leader | Certified Six Sigma Master Black Belt | Certified Scrum MasterSenior Director of Operations and Customer Support professional with 18+ years of experience in operations management and process improvement across multiple industries, including Financial Services, Information Technology, and Human Resource Capital Management. Expert in operational strategy and change management. Proven track record in transforming organizations to increase customer satisfaction and reduce costs. Proven leader of both onsite and remote teams, both domestically and internationally.My track record includes overseeing support for 13,000 SaaS clients worldwide, reducing call volume by 25% through AI implementation, generating annual labor cost savings of $1.5M by creating a flexible workforce, and increasing operational efficiency by 25% via an effective offshoring strategy to India. Moreover, I've reduced client onboarding time by 58%, resulting in $4M in annual savings.My ability to lead large-scale initiatives is demonstrated by my leadership of the Center of Excellence at a major IT services provider, where I managed corporate-wide projects, initiated a new project management framework that boosted on-time project completions by 25%, and led a rapid workforce expansion from 35 to 300 staff members.I've also championed developing and rolling out a new CRM across all Sales and Customer Operations, which has unified all customer information onto one platform. In addition to these achievements, I am adept at using tools like Salesforce, NICE, RingCentral, and Jira to drive success.Let's connect to learn how I can bring similar results to your organization or discuss more about my experience harnessing customer success for bottom-line profitability!ken.clifford140@gmail.com