Responsible for the development and training of the customer success business unit on the on-boarding of new clients at Lai and Associates and documentation of policy structures that reflect the engagement of customers throughout the various processes and projects.

Restructured and implemented tiered troubleshooting and process escalation for improved frontline interactions; Improved service standards for technical troubleshooting experiences for backend Corporate and Grenada customers.

Developed and implemented reporting systems that communicated performance measurements; minimized HR issues using transparent processes that promoted equality; developed and designed the IVR; introduced skills-based call routing and built staff capabilities t support this system; maintained low attrition based on industry standards; managed and coordinated the seamless transition of the Call Center from a 12-hr to 24-hr operational facility with no increase in staffing; championed the first ever Company recruitment fair for the Call Center; improved recruitment methods including pre-testing and interview structure; drove collections and revenue by implementing credit card machines in office and collected $1M monthly; championed other island call handling expanding the range of call handling services to include both Grenada and Barbados

Introduced reporting systems that measured performance transparently and consistently; introduced staffing tools and processes to maximize operational performance through scheduling; Improved the level of competency and performance of the department evidenced through the stack rank tool; refined KPI’s to match performance expectations; implemented and installed hardware in conjunction with CISCO implementation

Resolved customer issues within the scope of a Resolution Desk Supervisor; managed the operation in the absence of the Manager; monitored staff interactions with customers ; exceeded sales targets and surpassed USD $1M in monthly sales driven through sales programs with rewards and recognition; designed and created the first Mentoring program that sustained a leadership pool for succession planning within the office