- Led global quality improvement initiatives, developing and implementing strategies to eliminate defects and enhance overall customer quality, resulting in significant improvements to key performance metrics- Led a strategic shift in global program quality goals, transitioning from top-level objectives to use case-specific targets for enhanced precision and effectiveness- Designed and implemented a customer engagement experiment optimizing survey timing, resulting in enhanced real-time issue resolution and deeper insights into customer satisfaction drivers- Led global quality performance reviews across weekly, monthly, and quarterly cycles, delivering high-level reports and strategic insights to VP-level executives- Introduced a weekly quality alignment, fostering enhanced insight into quality and performance accountability across cross-functional teams- Provide crucial support for a struggling blending pilot where I identified and addressed blockers swiftly, escalating core opportunities within a 24-hour time frame, laying the foundation for a planned expansion in 2024

- Effectively manage a virtual team of 2 Program Managers and global quality team of 5- Led the formulation and execution of organizational strategies - Continually influenced operational leaders in overall strategy, change management, talent assessment, and team-building- Forged robust collaborations with cross-functional teams (Legal, Public Relations, etc), driving the successful execution of projects from inception through integration- Created and implemented global project intake mechanism and front-line specialist escalation process - Regularly identified and eliminated root cause barriers to accuracy, productivity, and quality- Successfully sponsored and guided 80+ concurrent global projects- Drove process enhancements as a leader within the PMO, refining 50+ project procedures and methodologies to elevate project outcomes - Lead weekly, monthly, and quarterly business reviews developing and driving strategies, which improved the competitive position and profitability of the organization- One of 13 global leaders selected to be in inaugural BLNA Sponsorship program, to mentor leaders outside of org to their next promotion

- Orchestrated and synchronized cross-functional organizations for training, exercises, and operations in a 500-person team - Responsible for the overall direction, coordination, and evaluation of the teams and businesses under management- Created a standardized performance coaching process for NA agent population and lead the global expansion in 11 countries decreasing MoM performance outliers by 37.8%- Pioneered quality process improvements, yielding strategic KPIs to support C-Suite objectives and enhancing operational readiness. - Continuously solved complex customer service issues and proactively preventing negative service trends- Regularly identified and eliminated root cause barriers to accuracy, productivity, and quality- Bench-marking Champion for the Americas region, partnering with other global champions to set bench-marking targets, lead site rollouts, and implement auditing mechanisms- Operations Leader in charge of coordination and facilitation of leadership development trainings for North American virtual sites- Hiring Manager for multiple leadership positions conduction 100+ internal and external interviews - Led weekly business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization- Utilized Lean/Kaizen and Six Sigma methodologies in creating staffing plans, schedules, quality initiatives, and global process change initiatives

- Leading a team of 8 managers and over 250 full time agents- In charge of new hire training / onboarding for 750+ agents - Process improvement focus on training procedures- Creating a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

- Leading and developing multiple teams of employees; responsible for the overall direction, co-ordination and evaluation of employees throughout the call center.- Focus on team moral and engagement by promoting a better work experience- Demonstrate knowledge and use of department resources, policies and procedures

- Responsible for new hire training and cross training existing employees- Head Trainer for the launch of Cape Town South Africa Call Center - Head Trainer for the launch of specialty skill at Outsourced Call Centers (Jamaica, Philippians, India)