Responsible for planning and directing all aspects of the customer experience post sale. Led team of 100 employees across the US responsible for all types of customers including large contract based engagements with over 1,500 customer touches per day. Customer touches included phone calls, emails, web services, live chat, and face to face meetings. Leveraged continuous improvement methods to implemente process improvements, quality control processes, and developed standardized KPIs to measure and improve company performance. Managed relationship with numerous vendors including the selection, performance criteria, and improvement plan for telephony, software, and staffing solutions. Implemented first ever end to end customer experience management program. Responsible for existing customer base retention and renewal sales. Key Accomplishments: Promoted from Director of Customer Support to Vice President, April 2017 Launched first ever customer experience management program which established baseline and then produced a 10.4% increase in customer satisfaction Implemented consistent policies, processes, and performance criteria across the company which reduced cost by 12% Developed and executed software strategy that reduced cost by 78.6% Familiar with Zendesk, Freshdesk, and Salesforce  Redesigned large client operations producing a 65% reduction in at risk accounts

Provided strategic and day to day operations support for customer support team. Responsible for all sales order entry. Directed all call center operations for both phone and email requests. Team of 14 direct reports handled over 2,000 calls per month and over 4,000 emails per month. Drove increased quality and accuracy in order entry and customer interactions. Developed and executed strategic plan for improvement. Guided all process, system, and performance improvement efforts. Managed IVR routing, AHT, staffing model, and overall customer satisfaction. Developed performance management system to address personnel gap. Key Accomplishments: Improved order entry turnaround time by 3 weeks Developed staffing model to improve customer satisfaction and increase sales by 2.4% Successfully launched first ever software solution ticketing system zendesk Pioneered customer connection to click to chat solution

Provide strategic direction and daily leadership for center responsible for all legal demands, warrants, and evidence collection. Responsible for high accuracy, customer privacy protection, and lawful compliance while delivering year over year improvement in response times and overall efficiencies. Guided both tactical and strategic efforts that included cross functional partnerships as well as external stakeholders. Role expanded to include responsibility for physical security across 45 Comcast office locations including the management of all technology, over 100 guard staff, and incident response.Key Accomplishments:• Employee productivity improved by 26% in 2014• 20% reduction in cost per transaction in 2014• 18% improvement in overall employee satisfaction from 2012 to 2014• Ranked as a top speaker according to law enforcement conference feedback

Responsible for productivity, customer satisfaction, and employee experience for 10 direct reports and 120 indirect reports. Lead day-to-day operations of inbound call center environment. Directed and implemented programs for operation efficiencies, improved product knowledge, and leadership development.Key Accomplishments:200% improvement in renewal salesConsistently ranked in top of area for customer satisfaction Project Lead in developing more effective communication plan resulting in significant cost reduction, improved resolution rates, and increased productivity40% year over year improvement in employee retention

Lead a team of 12 direct reports and 300 indirect reports responsible for 24 hour technical resolution, productivity, and customer satisfaction. Diagnosed network issues, identified and provided feedback on product effectiveness. After hours emergency law enforcement response team. Key Accomplishments:Ranked #1 in the company for productivity including average handle timeSuccessfully recruited, trained and managed team of over 100 offline employees to provide network support during billing conversion down timeProject lead of the design, development, and implementation of a standard performance management plan utilized across 5 regional call centersNominated for "Leader of the Year" award based on living company core valuesManager - Leadership Development Training September 2007 - June 2008Lead team of 5 senior trainers who were responsible for the professional development of over 1,500 front line managers. Developed and delivered the training curriculum for coaching, interview skills, accountability, peak performance management, change management, and financial acumen. Served as partner with executives to ensure content achieved strategic goals. Monitored effectiveness of delivery and made changes to optimize team members' strengths.