Monal S. Email and Phone Number
Accelerating Value Realization Through Data Analysis and CX Journey Transformation | Customer Experience | Agent Experience | Strategic Planning | Business Transformation | Consulting | Certified Salesforce Administrator at
@
Five9
san ramon, california, united states
Monal S.'s Location
Miami-Fort Lauderdale Area, United States
About Monal S.
I am an executive with 25 years of experience in enhancing customer/agent experience, business process transformation, and product strategy leveraging background in sales, marketing, operations, contact centers, and analytics to drive outcomes. Some of my recent, notable achievements include leading 300+ sales team to produce YOY growth, championing Voice of Customer and establishing strategic priorities to retain customers, developing succession plans while ensuring preparedness, securing approvals on 100% of proposed initiatives with $8MM+ in funding, optimizing processes to save 3000 hours/month using data, and and disrupting colleague and customer experiences to achieve growth. I exceed expectations by thoughtfully executing work using assertiveness, agility, influence, and teamwork. I am a continuous learner with natural curiosity, skilled C-Suite communication, transparency, trust-based relationships, challenging the status quo, SaaS/CCaaS experience. Optimism and humor serve as guiding principles when I collaborate with others as I encourage colleagues to think outside of the box.On a personal note, I love the process of planning, the thrill of an adventure, and seeing through items on my bucket list. In my spare time, I enjoy powerlifting, adventure sports, traveling the world, and home improvement projects. As an adventure sports enthusiast, I have gone sky diving, waterfall repelling, cliff jumping, white water rafting, paragliding, scaled a NY skyscraper from the outside, and zip-lining. Costa Rico, Rajasthan, and the Dominican Republic are among my favorite travel destinations. One of my recent home improvement projects was building a pergola and it is the perfect setting to spend time with family and friends. I am passionate about animal humanity and donate towards the cause. Product Management & Strategy | Contact Center Tech | Business Process Optimization & Analytics | Strategy Formation & Execution | Operational Efficiency & Innovation | Customer Experience & Roadmap Models | Turnaround Agent | Talent Development | Training Development & Delivery | Project Management | Certified Salesforce Administrator
Monal S.'s Current Company Details
Five9
View
Accelerating Value Realization Through Data Analysis and CX Journey Transformation | Customer Experience | Agent Experience | Strategic Planning | Business Transformation | Consulting | Certified Salesforce Administrator
san ramon, california, united states
- Website:
- five9.com
- Employees:
- 1256
Monal S. Work Experience Details
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Strategic Business ConsultantFive9 Nov 2023 - PresentFostered value and creditability with client business executives, decision makers, and organizational influencers through efforts to understand business objectives, drivers, and impact. Analyzed data, conducted interviews, and facilitated workshops to understand the current state operating model and desired future state. Presented recommended capabilities/roadmap to guide transformational efforts and realization.Assigned as Lead Business Consultant on largest client within the organization and recognized as Employee of the Quarter within first 3 months. Led cross functional team to reimagine the business consulting process reducing overall effort while increasing client engagement, internal adoption of insights via formalized knowledge transfer, and cohesiveness of experience.Proactively assessed potential landmines, mitigated risks, set expectations with the client, and managed competing priorities to achieve 100% on time delivery of work while mentoring others.Conducted CX assessments and interviews to determine recommendations to enhance customer/agent experiences.Prioritized self-directed learning and opportunities to demonstrate competency slashing training time by 67%.
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Customer Engagement ManagerFive9 Jun 2022 - Nov 2023Represented customer voice using a consultative approach and aligned with internal cross-functional teams to ensure solutions exceeded customer expectations, mitigation of risks, and simplification of common roadblocks/processes resulting in 3+ months of time saving. Awarded Employee of the Quarter within first 4 months and acknowledged in Services Town Hall in July 2023 for collaborative approach, customer centric mindset, process optimization efforts, and proactiveness. Leveraged technical, analytical, strategic implementation, and relationship building skills to analyze customer requirements, product enhancements, and upsell opportunities resulting in unbending confidence with customers and internal stakeholders. Built best in class account onboarding processes using Salesforce dashboards with triggers, account documentation, trackers, Monday.com checklists, and internal workstreams reducing escalations and manual work. Set standard and demonstrated ability to lean in by applying detail-orientation to organize activities, assess priorities, and self-directed research to solve problems leading to assignment of two mega-deals and mentoring others.Finished onboarding/training in record time of 2 weeks by demonstrating learning agility, leveraging resources, seeking opportunities for hands-on practice and shadowing, and committing to self-directed learning resulting in immediate assignment of customers.
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MentorScore Mentors Apr 2022 - Nov 2023Serve as a mentor in starting or growing small businesses in the local community. -
Associate Vice President Of Student ExperienceThrivedx (Formerly Hackeru) Oct 2021 - Mar 2022Supported strategic plan and infused innovation by leading student/colleague experience and business process transformation initiatives to drive growth. Provided direct leadership to operational teams.Inspired team to grow sales by 176% or $20M+ increase in revenue by consulting cross-functional teams on product insights, market research, marketing strategies, sales/product performance, and business plans.Created scalable, strategic plan and product roadmap in first 30 days with C-Suite endorsement leading to promotion in first 90 days.Translated business/customer needs into product proposals, gained approval, and negotiated contracts worth $1.5M+ with 34% discount rate as Salesforce and Five9 product owner.Facilitated rapid growth by implementing 100% of initiatives on schedule maximizing product capabilities, no-cost alternatives, and resources emphasizing change management and monitoring. Delivered product requirements for 211 initiatives and completed 158 initiatives in 8 months using agile scrum methodologies to include data model, routing logic, coaching tools, machine learning, Ai, automation, self-service, and telephony upgrades leveraging Five9, Salesforce, Alfred, Canvas, Qlik, and other technology.Drove customer success with preview dialer, using A/B testing, doubling conversions from 2.5% to 5.1% and decreasing speed to response from 27 hours to 9 hours at no cost. Streamlined refund process reducing complaints and average processing time from 45 days to 6 days with 93% within SLA at no cost. Piloted digital experiences to promote customer choice and identify high-risk students improving start rate by 600 basis points.Transformed business processes resulting in 2500 hours/month of time savings while adding structure by creating project implementation and campaign management verticals.Maximized efficiency by aligning team to core responsibilities and peak hours, revamping structure and job descriptions, and providing cross-training. -
Head Of Student ExperienceThrivedx (Formerly Hackeru) Jul 2021 - Oct 2021Conducted analysis on friction points and growth opportunities to enhance the experience and developed a roadmap, which was endorsed by the C-Suite. Organized projects and initiatives for execution based on dependencies and timelines to create immediate value.
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Associate Vice President, Student ExperienceUniversity Of Maryland Global Campus Mar 2020 - Jul 2021Adelphi, MdAdvanced experience by leading 45+ initiatives/year as Salesforce and PeopleSoft product owner while overseeing training and campaign teams supporting recruitment efforts of 21K+ new students/year. Evaluated friction points to inform product roadmap, discovery, requirements, technical team solutions, and monitoring strategy. Secured $4M+ in funding and resources on product proposals by demonstrating ROI and executed initiatives by leveraging feedback, observation, research, competitive analysis, emerging trends, and data.Generated business requirements using visualizations and roadmaps in collaboration with business and partnered with technical teams in delivery to include Salesforce, Peoplesoft, and website initiatives.Cut $700K+ in costs by negotiating terms, reviewing technical solutions, simplifying requirements, and analyzing dependencies and risks while expediting impact on long-range initiatives. Completed 100% of initiatives on time using influence, challenging the status quo, resolving roadblocks, promoting transparency, and addressing change needs. Accelerated service productivity by 8% with omnichannel routing, self-service tools refinements, and other initiatives to drive operational efficiency, continuous improvement, and automation.Overhauled training program leveraging Workday, which decreased employee turnover from 21% to 14% in the first 6 months and increased course NPS score from 8.2 to 9.1. Captured 600 hours/month of time savings and improved trainer NPS score from 8.7 to 9.4 by creating scalable processes and streamlining efforts to promote consistent learning experiences. Modernized student communications through automation, segmentation, personalization, dynamic content, and A/B testing to optimize conversion KPI by 4%. Implemented technology to simplify campaign building and enabled predictive, Ai reporting saving an average of 3 hours per campaign or 100 hours/month. -
Senior Director, Student ExperienceUniversity Of Maryland Global Campus Jul 2019 - Mar 2020Adelphi, MdCollaborated with leaders to analyze opportunities and recommend solutions to improve service and efficiency. Analyzed data, monitored advisors, and conducted competitive research to identify user experience solutions and product roadmap strategies.
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Director, Crm Enterprise StrategyUniversity Of Maryland Global Campus Feb 2018 - Jul 2019Adelphi, MdEvaluated product strategy against market research and customer friction points. Developed and prioritized roadmap in partnership with technology teams using agile and waterfall execution methodologies to include requirements gathering, UAT, and change management planning.
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Consultant/ContractorUniversity Of Maryland Global Campus Oct 2017 - Feb 2018Adelphi, MdProvided business perspective and expertise for key project launches. Translated business requirements to technical and engineering teams. Partnered with vendors by reviewing contracts and directing engagements.
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Contractor/ConsultantEdupristine Mar 2018 - Oct 2019Mumbai Area, IndiaPartnered with organization in India remotely to construct growth framework after 45-day thorough assessment including SWOT analysis, solution proposal, and implementation guidance.Grew revenue from 86% to 102% (31% over PY) in 6 months by evaluating budgeting, marketing, B2B, lead generation, sales, operations, customer retention, compensation, and training processes. Developed leadership program for sales staff and leaders to identify future talent resulting in 30% promotion rate within 6 months. -
Director Student Care Project Management And Enrollment Efficiency, Home OfficeDevry University Aug 2015 - Oct 2017Home OfficeCollaboratively worked with leaders on efficiency solutions supporting strategic priorities from inception to completion. Spearheaded 60+ projects and team of 4 Senior Project Managers using Six Sigma methodology. Prioritized and governed projects, identified interdependencies, served as liaison with engineering teams, and presented weekly progress to C-Suite. Formulated and obtained approvals on product proposals worth $2M+ to fuel growth.Supervised 92% of projects to be within budget and on time to deliver ROI by introducing scope definition, effort assessment, resource allocation, mitigation strategies, and integrated project plans.Partnered with project teams to define scope, identify interdependencies, mitigate risks, manage resources, and organize launch support resulting in lowest issue rate and among strongest adoption rates for projects. Modified capacity planning process nearly doubling bandwidth by assigning work using strengths, duration, and priority. Coached team to ensure optimal performance resulting in assignment to all strategic priority projects and 90% retention rate. -
Director Of Enrollment Efficiencies, Home OfficeDevry University Jul 2012 - Aug 2015Home OfficeUncovered and executed strategies to improve recruitment results and enhance student experience using analytics. Executed 10+ self-identified strategies/year and supported marketing website design projects to improve recruitment results using analytics and customer feedback as Salesforce business owner. Developed and delivered training to improve overall effectiveness and monitored compliance.Achieved success metrics for all user experience projects by using a customer-centric mindset to research, design, devise requirements, create content, test, market, and monitor. Directed projects with fewest change requests by using collaboration, conducting focus groups to gain consensus on scope, hosting regular meetings, incorporating documentation processes, and devising change management plans using ADKAR.Oversaw self-service, digital experience projects and introduced UI/UX design elements that slashed abandoned rates by 34% and improved completion rates by 26% such as comparison and selection tools, compelling data points, and elimination of login.Designed self-service interview and applicant portal with streamlined UI and nudge campaigns to produce new revenue streams producing 700 basis point increase in start rate.Led dialer project improving conversions 5% over PY or 33% lift compared to pre-dialer period by implementing process enhancements, data-driven calling strategies, reporting, and adoption training. Drove cross-institutional new enrollments by 102% from FY13 through FY15 by developing scholarship offerings, marketing collateral, and outreach campaigns. Tapped as functional liaison to marketing for strategic direction on inquiry budgets, footprints, and website enhancements.
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Vice President Of Admissions- SeDevry University Jan 2009 - Jul 2012Miramar, FlDirectly influenced recruitment organization of 200+ colleagues and set strategy to achieve 7K+ new students annually while minimizing costs through effective budgeting, expense control, and workforce management. Collaborated with other functional areas on student retention initiatives and focused on talent development. Outperformed goals by 10% over PY and start rate by 1100 basis points by managing predictors, pioneering cross-training, and pivoting on inquiry management approach. Filled key leadership positions within 30 days and reduced annualized employee turnover from 45% to 22% by developing succession plans and encouraging internal growth through stretch assignments, competency-based development plans, and mentoring.Helped create leadership development program to improve bench strength, employee retention, and new leader assimilation.
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State Director Of Enrollment- FloridaUniversity Of Phoenix May 2006 - Apr 2008Plantation, FlLed recruitment organization of 300+ colleagues, including training, to deliver 8K+ new students annually. Optimized operational efficiency and profitability while delivering fast-paced growth that significantly exceeded national averages for new initiatives.Produced 16% new student growth, 82% student retention, and reduced bad debt by 39%, by leveraging trends, standardizing training, specializing colleagues, and implementing qualifying center. Accomplished 85% colleague retention through interview process refinements, training program overhaul, performance management, and recognition programs.Launched and facilitated State Leadership Development Program resulting in 90% of positions being filled internally. -
Director Of EnrollmentUniversity Of Phoenix May 2004 - May 2006Plantation, FloridaHeaded recruitment team of 85+ colleagues and generated over 2K new students annually. Prepared budgets, streamlined business processes, and improved tracking procedures to increase compliance for financial aid purposes. Awarded State of Florida Top Enrollment Director for 2005 and 2006 and ranked #2 nationally for large campuses. Surpassed new student budget expectations by 15% (135% over prior year) with 84% student retention and 42% reduction in bad debt. Expanded market reach and increased inquiries by 23% through direct oversight of B2B team.Refined hiring, compensation, training, and performance management processes resulting in 89% colleague retention.
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Enrollment Supervisor/ManagerUniversity Of Phoenix Jan 2004 - May 2004Plantation, FloridaMotivated recruitment activities for 12 Enrollment Counselors improving team performance to 117% of plan or a 60% improvement within 3 months with hyper-focus on developing team skills. Instituted standardized procedures for student follow-up resulting in 92% student retention.Improved inter-departmental teamwork and empowered employees through the creation of Team Leads resulting in 85% colleague retention.
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Enrollment CounselorUniversity Of Phoenix Jan 2001 - Jan 2004Plantation, FlAdvised on admissions and degree completion requirements, created academic plans, and enrolled students leading to recognition as Top Enrollment Counselor in nation with over 850 enrollments and 90% student retention.Ranked #1 Enrollment Counselor in Southeast Region for 2001, 2002, 2003, and 2004 and within top 3 nationally.Fulfilled additional responsibilities of managing reports, hiring, mentoring, class size planning, and organizing events in preparation for future leadership opportunities. Selected to develop and conduct training sessions for Enrollment Counselors across the country with an average training score of 9.9 out of 10.
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Various Positions With Increasing ResponsibilityUniversity Of Phoenix Sep 1999 - Jan 2001Plantation, FlHeld various positions with increasing responsibilities to include Financial Aid Representative, Accounting Assistant, and Faculty Textbook Coordinator.
Monal S. Skills
Leadership
Customer Experience
Team Building
Student Recruiting
Requirements Analysis
Public Speaking
Admissions
Digital Strategy
Adult Education
User Experience
Product Planning
Customer Retention
Software As A Service
Data Analysis
Enrollment Management
Talent Development
Business Analysis
Agile Methodologies
Resource Management
Competitive Analysis
Team Leadership
Higher Education
Retaining Customers
Career Development
Strategic Planning
Strategy
Organizational Development
Operational Efficiency
Innovation
Business Innovation
Career Counseling
Program Management
Product Strategy
Business Process
Leadership Development
Change Management
Training
Product Management
Customer Service
Business Process Improvement
Business Strategy
Management
Project Management
Staff Development
Coaching
Cross Functional Collaborations
Problem Solving
Software Project Management
Recruiting
Influence Others
Monal S. Education Details
Frequently Asked Questions about Monal S.
What company does Monal S. work for?
Monal S. works for Five9
What is Monal S.'s role at the current company?
Monal S.'s current role is Accelerating Value Realization Through Data Analysis and CX Journey Transformation | Customer Experience | Agent Experience | Strategic Planning | Business Transformation | Consulting | Certified Salesforce Administrator.
What schools did Monal S. attend?
Monal S. attended University Of Phoenix, University Of Phoenix.
What skills is Monal S. known for?
Monal S. has skills like Leadership, Customer Experience, Team Building, Student Recruiting, Requirements Analysis, Public Speaking, Admissions, Digital Strategy, Adult Education, User Experience, Product Planning, Customer Retention.
Who are Monal S.'s colleagues?
Monal S.'s colleagues are Christopher Michael Chua, Lance Stockdale, Tosh Mishra, Jose Juarez, Sonny Gonzalez, Ralph Henry Malicdem, Rosalie Nueva.
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