In this role, I managed a global enterprise client support team, which included remote members in the U.S. and Mexico. I also built a team of three new support members in Malaysia in order to deliver on the value proposition of providing 24/5 customer support. It was my duty to provide direction on support tickets and automate agent assignment to ensure quick ticket resolution, recurring issues were brought to the development team, and streamlined executive dashboard reporting.Furthermore, I played an integral role in the transition from Salesforce to the Zendesk support platform within 60 days which enabled customers to provide feedback on their support experience.Key Accomplishments:• Gained YoY growth by 21% in contact center volume and minimized average time of customer support tickets from 4.5 to 3 days.• Developed and executed process of classifying and categorizing incoming ticket issues which minimized ambiguity by 40% to analyze trends, increase workflows, and develop robust workforce management strategy.

I led the Customer Operations team through the merger and technological integration process between Bivarus and The Jackson Group.During this role, I was responsible for leading weekly customer operations meetings to identify future deliverables and escalate key barriers impacting clients and stakeholders.I also developed new client reporting templates by utilizing Sisense visualizations for saving 100 report-generation hours each month.Key Achievements:• Generated annual savings of $75K through coordination with CFO and CCO to analyze expense aspects of projects in Hickory call center for determining ideal offerings for outsourcing based on profitability targets.• Secured $100K in annual savings by formulating project plans and implementing electronic, call center, and paper survey platforms.

Here, I had successfully revamped operations and resource planning to drive a six-week project backlog into two-week surplus within first six months of taking leadership of the call center.Moreover, it was my duty to gather and produce monthly profitability / performance analytics to stakeholders by using interactive dashboards to depict stories and uncover trends.Key Accomplishments:• Optimized consulting revenue by 10% through integration of regression analysis and what-if scenarios for identifying key drivers of employee engagement based on satisfaction survey results.• Enhanced monthly profit margins from -18% to 16% within six months by introducing robust key call center metrics.

Accomplishments include:- Led the Information Services Division charged with the collection and reporting of survey data to healthcare organizations.- Directed the recruiting, hiring, training, promotion and termination decisions to build high performing teams- Reduced the occurrence of reporting errors by 35% annually by developing systematic quality check routines- Boosted annual net profits 12% by conducting quantitative research that led to the outsourcing of non-strategic activities- Orchestrated the consolidation of five reporting systems into one Business Intelligence platform using SAP Business Objects, increasing productivity by 45%- Decreased average report delivery time to clients from 15 to ten days through report automation using Microsoft Excel and Access prior to migration to SAP Business Objects- Spearheaded a cross-functional team including Business Development, Consultants, Project Managers, Database Administrators and Client Representatives in the development of a new service for hospitals to use when conducting daily patient rounding with the aim of improving nationally reported HCAHPS scores and streamlining hospital service recovery efforts through automatic alerts and mobile dashboard reporting- Liaised with Client Relations team and Database Administrators to improve client-facing reports with a consistent look that also included automated measures such as benchmarked percentile ranking, standard deviation and statistical significance testing- Collaborated with client-facing staff to synthesize information, make pricing recommendations and product improvements- Boosted performance and reduced turnover by overhauling the company's annual staff survey to include measures of employee engagement- Developed semi-annual divisional employee review system and advised staff to set reasonable personal and professional expectations and goals based on the company's strategic objectives

Accomplishments include:- Influenced the migration of five factories onto one financial reporting platform, resulting in annual savings of $15M- Led a cross-functional Lean Six Sigma Green Belt project to eliminate missing costs and redundant items in SPEEDI sales system

Accomplishments include:- Expatriate assignment for new GE Industrial Systems factory in Monterrey, Mexico.- Bi-lingual liaison for Finance department between opening facility in Mexico and closing branch in Hickory, NC.- Earned GE Manager’s Extra Effort Award by developing process that enabled US-based collection team to decrease outstanding receivables by two weeks.