Streamlined operations by implementing new ticket management process for change requests, resulting in a 50% decrease in backlog.Implemented a customer feedback program, gathering insights to improve support processes and identify training needs.Strategically managed quarterly business plans by incorporating historical performance, organizational structure, market dynamics, and forward-looking strategies to develop actionable plans with monthly, quarterly, and annual metrics. Leveraged data-driven insights and trend analysis to accurately forecast business outcomes.Developed and managed departmental budgets, ensuring optimal allocation of resources and cost control.

Directed service-delivery teams to exceed target goals by decreasing implementation time by 80%Increased team productivity by 20% by strengthening best practices, modified models, and influenced change.Spearheaded contract discussions and negotiations for additional NRR, and renewals of existing contractsChosen to stand up new practice-areaAchieved Leadership NPS of 84Prepared market analysis and business cases that gained significant investment.

Recruited to provide escalated 24/7 support to global customers on the ATG eCommerce platform following acquisition of ATG by OracleEnsured optimal customer satisfaction by introducing a new method that enable the team to decrease time-to-resolution by 18% Appointed to lead new offshore teamApplication Development Single-handedly onboarded offshore teams while managing premium client migration and implementation projects Designated as a subject matter expert in the build-out of Oracle Commerce applicationsElevated customer satisfaction by 20% by improving end-to-end support, expanding team capabilities, and cultivating customer loyalty across major accounts such as Finish Line, Ascena Retail, and Jewelry Television