● Supported a team of Managers and Business Analysts responsible for 100 - 125 FTEs● Designed and implemented KPI reporting and managed analytic initiatives that targeted areas of improvement that resulted in overall efficiency gains.● Coordinated and developed a quality assurance program to monitor, measure, and improve the customer experience

• Responsible for a small team of Client Service Managers• Provide coaching, mentoring, and development to both Client Service Managers and Operations Managers Internationally• P&L responsibility for a portfolio of clients • Accountable for incremental growth of existing accounts, launching new lines of business, and addressing all escalated concerns or challenges• Drives client satisfaction through relationship building, SLA performance, and process improvements• Facilitates QBRs• Supports sales with contract negotiations, solution design, and SoW creation.• Creates and approve project plans for new launches• Allocates resources as needed as well as assist with capacity planning• Identify risks and threats and provide mitigation strategies

• Responsible for account management which includes farming for new opportunities within existing relationships, contract management, first point of escalation, and business reviews• Assist with new contract negotiations, RFPs/RFIs, and SLA management of new and existing contracts• Manage the North America Business Process Outsourcing and Call Center Services program consisting of multiple clients contributing over $30M in annual revenue• Managed a matrix of cross-functional project teams including operations, sales, technical staff, and legal to ensure companywide engagement of teams offshore.• Provided multi-geographical and multi-lingual design solution support for business development opportunities.• Identified risks and developed risk mitigation strategies• Responsible for change control initiation, tracking, and administration for various accounts• Conducted weekly and monthly PMO meetings

• Promoted to manage operations for complex service area with $130MM annual revenue and domestic/off-shore responsibility. • Direct P&L, resource allocation, problem resolution and budgetary development/execution.• Track costs, monitor performance, develop special analysis/reports and serve as principal client contact.• Spearhead daily operations of administrative/management or technical staff for specialized functional areas.• Consistently ensure performance standards are met and client and project commitments adhered to.• Administer assigned clients/projects, develop budgets/cost estimates and manage project/contract demands in line with budget projections.• Determine resources allocation levels to meet project/contract commitments.• Analyzes workflow and assignments to ensure efficient/cost effective operations.• Develop/implement process, program or service improvements to meet such needs.• Successfully resolve internal and external customer problems/issues.• Coordinate completion of all production standards.• Facilitate improvements in overall production. • Partner with senior management in developing/marketing new client programs/service offerings.