Tech-savvy, customer-centric, and growth-oriented Service Operations Leader. Known for leading high-performing teams and implementing strategies that rapidly grow revenue, productivity, and efficiency while improving speed, accuracy, and customer experience. Possess the passion of a successful entrepreneur and the discipline of a veteran executive, with tremendous personal energy and strong emotional maturity. Earned reputation for owning the customer interaction for a company by creating a team environment where every interaction with customers demonstrates an understanding of their needs and utilizes a voice that reflects the company brand. SKILLSLeadership • B2B & B2C • Confidential • Call Center Operations • Change Management • Client Retention • Customer Experience • Customer Success • UCAAS Phone Systems • IT Management • KPI Metrics • M&A Integration Multi-site Experience • Net Promoter Score (NPS) • P&L Management • Performance Management • Process Improvement • Project Management • Quality Assurance • Rapid Growth Scaling • Shared Services • SLA Management • Start-up Experience • Strategic Planning • Training & Development • Transformation • Vendor Relationship Management • Data-Driven • Communication Skills • Problem Solving • Stakeholder Engagement • Collaborative • Customer ServiceNOTABLE HIGHLIGHTSObtained Public Trust Security Clearance for Government AccountServed as the top operational leader in a hyper-growth start-up platform ($0 to $80M) which required rapid scaling of people, systems, and technology requirementsSuccessfully led a $15M business acquisition, retaining all associates and 75 client accountsKey Operations Exec supported B2B corporate division revenue increase by over 50%, including scaling staff by 71% and managing an 80% increase in transactions. Consistently met stringent SLAsImplemented a cloud-based Unified Communications as a Service (UCaaS) phone system, enhancing operational efficiency with custom supervisor dashboards and client-specific programming, ensuring year-round customer service availabilityManaged vendor and supplier partnerships. Negotiations included achieving up to 30% cost savings of service commitments during COVID-19Led the selection and implementation of multiple enterprise software solutions for internal and external customers, (National/Global). Balancing revenue potential against associated risksServed as an SME for a new enterprise software solution focused on Partner customers, after successful internal deployment assisted Partner with nationwide external launch