-Managed team of 50+ providing omnichannel support for > 100,000 customers and 300 partners.-Implemented a new structure and procedures, increasing employee productivity by 25%.-Responsible for customer and employee communication, including knowledge base grooming, product updates, and alerts.-Redesigned and launched ticketing system, self-help portal/knowledge base, and restructured the quality monitoring program resulting in a CSAT increase of 10% and a downward trend in contacts. -Created and implemented operational growth paths, which reduced employee turnover by 15%. Improved CSAT, NPS, FCR, and Follow-Up scores by 10%.

(Formerly Sage Payment Solutions) -Led Customer Experience and Support Operations transition during the $260M acquisition of Sage Payment Solutions.-Increased operational efficiencies within each department, increasing customer satisfaction by 25% and lowering operating costs by 20%.-Designed and rolled out a customer onboarding program that increased merchant activations by 30%, reduced follow-up calls by 20%, and raised customer satisfaction by 10%.-Managed a team of 60+ customer-facing associates, providing omnichannel support to customers and ISOs.-Evaluated contracts and managed vendor relationship agreements to ensure SLAs were satisfied. -Analyzed Net Promoter Score and Customer Satisfaction survey results to determine appropriate initiatives to grow the customer base and enhance customer relationships.

(Formerly Versus Card Services)-Evaluated metrics, improved customer satisfaction and business efficiencies, and streamlined inter-departmental communication. -Managed day-to-day operation of customer service, technical support, online support, partner support, and onboarding.-Participated in the transition to Paya during the 2012 acquisition.

- Selected and implemented first Knowledge Base and case management system, leading to a 25% reduction in call volume and increased business efficiency.- Managed Merchant Financial Support team consisting of 16 representatives and 2 supervisors.- Launched first Quality Monitoring Program to increase positive customer experiences.- Redesigned phone menu trees and call flows for better overall satisfaction and efficiency. - Assisted in the transition to Sage Payment Solutions in 2006 acquisition.

- Developed and launched the first digital personal communications system in the United States.- Established and staffed a call center tasked with handling product launch support.- Lead operational teams in the creation of innovative customer-focused initiatives.- Collaborated with various departments to ensure business messaging and branding were consistent and engaging in order to attract and retain customers. - Launched a high-end Rate Plan Optimization program and a General Customer Appreciation Mailing with a 26% and 4.6%, respectively, contributing to a churn reduction of 3.6%.- Pioneered a company-wide retention initiative which resulted in an Increased customer "save rate" of 15%. - Migrated 120,000+ customers within a 6-month period, exceeded the original target by >20%.