Global SaaS Support including Escalation Support and Product EnhancementWorld class support across 7 locations, 6 countries and 8 languages in hyper-growth modeSolutions (Sales) Engineer leadership focused on Pre/Post Sales, Onboarding and TrainingStrong collaboration across groupsEvangelist and protector of culture

Customer experience and support owner managing $92MM budget leading Global Payments platform migration of 100MM customers while controlling for Customer-facing Risk. Over-delivering CSAT and Resolution results through Complexity strategies, focused-coaching and developing six direct reports with 2,500 global team across in-house and outsource.• Led executive collaboration between Marketing, Product and Support groups to successfully migrate 100% of eBay’s global sellers to Payment platform (one year early) while reducing contacts by 10% and scaling support by 3x.• Created Escalation strategy to reduce repeat contacts and executive escalations through providing real-time support and prioritizing product/process gaps. Early collaboration with Technology, Product and Privacy groups to establish Global English and German support within a short four months and giving enhanced permissions, updated tools and empowerment training. Results came quickly with resolution increasing by 20 bps and expenses reduced by $3MM.• Created Risk-Support process involving Risk, Compliance, Product and Support teams to better plan, mitigate and support actioned accounts. Established data models and feedback process resulting in $4M quarterly mitigated loss savings while increasing customer resolution by 12 bps for like-contacts and no impact to service-level delivery.

Claims management and customer/client onboarding leader bridging three business units to scale capacity and lead transformation across global acquisitions with $46MM budget responsibilities, six multi-discipline direct reports and 1,200 employees.• Pioneered work-from-home support and location strategy, prior to Covid, which resulted in 15% budget savings and zero-customer impact during pandemic.• Oversaw selection and implementation of key SaaS products as part of location-agnostic support strategy. Quality platforms, employee tools and routing enhancements allowed increased scale by 3x to support global customers, client retention of 99% and onboarding times were reduced by 50%.

Continuing responsibility for Visa's Prepaid Customer Service, plus leadership of Visa's new world-class contact center located within the Austin, TX campus.• Expansion of role to include global support facilities• Austin, TX site leader with facilities representation and engagement responsibilities

Support and transaction Risk leader with account management responsibilities for client/bank onboarding, growth and retention strategies across 75 financial institutions, eight products and 4,000+ sub-clients.• Executive member of steering committee which oversaw process improvements to onboarding and Risk SaaS offerings. Focused on customer persona approach including account creation enhancements, customer and client outreach, website redesign and creation of mobile app. Results include 15% contact reduction, 20% reduction in customer churn, and overall expense savings of $7MM.• Led Transaction Risk and Dispute Strategy reducing false-flag contacts by 17% and dispute resolution timing by 11%.

Philippine-based, Global English-language leader with ownership for all multi-channel support across five countries supported by multiple BPO partners/locations including contract management and process alignment.• Created Capabilities and Complexity strategy to benchmark KPIs at contact-type, segment and route customers to appropriate support, and prioritize product and process improvements. Process implementation across multiple out-source locations resulted in resolution score variation less than 10 bps, new lines of business being supported (Tech support level 1-2), and on-par results with In-house teams• Channel Support strategy to improve overall CSAT with email focus on reducing repeat contacts, improving response time and redesigning routing. Strong collaboration with Tech teams and vendor partners resulted in email CSAT improvement of 80% while contacts reduced 30%.

Operational responsibility of key account, located in the Philippines.