- Led tier 2 and pre-engineering tier 3 technical support org for consumer line of business- Formed and grew line of business for technical support of tier 2 and tier 3 support serving Linkedin's enterprise business platform, billing solutions, and platform trust and safety

• Led the redesign and strategic restructuring of a 215-employee multi-site, tiered around-the-clock operation that included the customer success, billing, retention, and sales teams for optimal customer experience• Enhanced the operational effectiveness of the reorganization; implemented Customer Effort Score (CES)• Architected the digital transformation office with a 2020 roadmap to revitalize both customer touchpoints and retention• Collaborated with internal leaders to oversee… Show more • Led the redesign and strategic restructuring of a 215-employee multi-site, tiered around-the-clock operation that included the customer success, billing, retention, and sales teams for optimal customer experience• Enhanced the operational effectiveness of the reorganization; implemented Customer Effort Score (CES)• Architected the digital transformation office with a 2020 roadmap to revitalize both customer touchpoints and retention• Collaborated with internal leaders to oversee the organizational alignment to RFPs, contract negotiation of cloud services for knowledge transfer, self-service portals, UCaaS, CcaaS, CRM, and AI-enabled bot services• Implemented the Upland Right Answers Knowledge Center• Instilled support-efficiency-related KPIs• Refined the recruiting, onboarding, and retention programs and reduced attrition Show less

• Advised on the strategy for the IT Support Service operations’ transformation and business process improvements at Inter-American Development Banks, located in 27 countries in North and South Americas• Led the digital transformation portfolio of six enterprise-class solutions for Smart Cities, Geospatial Data, Digital Trade and Customs, Digital Intellectual Property, Air Traffic Control automation, and Digital Archive for national and international organization utilization• Oversaw… Show more • Advised on the strategy for the IT Support Service operations’ transformation and business process improvements at Inter-American Development Banks, located in 27 countries in North and South Americas• Led the digital transformation portfolio of six enterprise-class solutions for Smart Cities, Geospatial Data, Digital Trade and Customs, Digital Intellectual Property, Air Traffic Control automation, and Digital Archive for national and international organization utilization• Oversaw the delivery of multiple offshore teams for application development, testing, mobile, and infra-maintenance services with both remote and onsite management teams• Provided program statuses, negotiated contracts, and led new proposal development and response for the company• Increased utilization of LATAM CoEs for revenue growth from Agile software implementations, Big Data, Artificial Intelligence apps, analytics, ADM, and RIM services Show less

• Promoted from Global Support Center Manager; increased revenue by 50% over four years• Managed the offshore, first-tier global customer support team for the World Bank Group’s Global Support Center; oversaw 28,000 global employees for round-the-sun support and operated the support needs for a six-year contract• Improved customer satisfaction results from 83% to 96% by transforming tiered support service to a structured Knowledge-Centered Service; resulted in a 15% operational… Show more • Promoted from Global Support Center Manager; increased revenue by 50% over four years• Managed the offshore, first-tier global customer support team for the World Bank Group’s Global Support Center; oversaw 28,000 global employees for round-the-sun support and operated the support needs for a six-year contract• Improved customer satisfaction results from 83% to 96% by transforming tiered support service to a structured Knowledge-Centered Service; resulted in a 15% operational headcount reduction and increased scope by 35%• Directed nine managers and a staff of up-to 25 on-shore and off-shore employees• Oversaw multiple mission-critical operations and global technical support needs for internal and external customers• Recognized as the first recipient of the HDI Certification for improved organizational change capability, service quality satisfaction, performance, and process maturity Show less

• Established Bank’s on-offshore managed Global Support Center in India. Transformed from traditional Help Desk to knowledge-centric (KCS) IT Infrastructure Library (ITIL) structured support center. Success led to consolidation and offshore of two desks (WB and IFC).• Crafted first Disaster Recovery, Business Continuity Plan and provided consulting services to help other IT and physical security services of WBG’s global operations (SOC) to build and improve their plans. • Raised CSAT… Show more • Established Bank’s on-offshore managed Global Support Center in India. Transformed from traditional Help Desk to knowledge-centric (KCS) IT Infrastructure Library (ITIL) structured support center. Success led to consolidation and offshore of two desks (WB and IFC).• Crafted first Disaster Recovery, Business Continuity Plan and provided consulting services to help other IT and physical security services of WBG’s global operations (SOC) to build and improve their plans. • Raised CSAT from 87% to consistently delivering Service Desk and IT Support services with reduced operational cost year-over-year within contract. Show less

• Provided optimum support and quality experience to ensure contract renewals with the U.S. Department of Agriculture; resulted in a 20% expansion of scope and revenue over three years• Managed a team of up-to 40 employees, five supervisors, and seven offsite technical staff across three federal locations• Supervised the Continuity of Operations (COOP) for IT services supporting theCabinet and sub-Cabinet level executives, including the security risk posture and technical training… Show more • Provided optimum support and quality experience to ensure contract renewals with the U.S. Department of Agriculture; resulted in a 20% expansion of scope and revenue over three years• Managed a team of up-to 40 employees, five supervisors, and seven offsite technical staff across three federal locations• Supervised the Continuity of Operations (COOP) for IT services supporting theCabinet and sub-Cabinet level executives, including the security risk posture and technical training programs Show less