Roxana Finch Email & Phone Number

Remote

In my most recent role, I spearheaded a team of 22 Project Coordinators and Support Representatives to foster high-quality client services in support of vendor risk management and compliance programs. I facilitated team development and growth through detailed documentation of Project Management Office job position descriptions for career pathing and new postings. I also delivered monthly resource analysis reporting to facilitate forecasting of staffing requirements.• Consistently exceeded team objectives and performance metrics for client email response and vendor outreach, increasing email SLA achievement by 17% YOY.• Forged partnership with Client Delivery, Human Resources, and Sales leaders to devise effective strategies in achieving goals across process, product, and technology enhancements.• Maximized employee performance through standardizing new team processes and new hire training protocols.

Greater Atlanta Area

I directed 30 technical Customer Support team representatives at a SaaS company, supporting clients with software and hardware solution issues.• Improved overall customer satisfaction YOY by 43%.• Established a tiered employee structure to expedite case escalation and establishing career path opportunities; created training plans to foster professional development and performance improvement.• Standardized a department performance scorecard to present measurable, quantifiable customer experience and performance metrics.• Delivered strategies to manage a 50% seasonal increase in case volume.

Greater Atlanta Area

In this role, I maintained full accountability for a team of 100 Representatives, Contract Administrators, and Supervisors in business contract management activities, order quality audits, and manual pricing approval functions. I also focused on customer support and developed strategic roadmaps to ensure invoicing accuracy, as well as processes to monitor contractual compliance.• Slashed 57% pricing-related credits within two years, fostering continuous improvement to streamline workflow.• Realized $29.4M in savings through retooling wireline order pricing, streamlining pre- and post-contract sign-off via quality assurance standardization; generated $21.9M in cost avoidance.• Optimized billing processes and customer communication points to navigate an invoice system conversion; resolved $8.8M in billing errors.• Enhanced best practices across sales and legal teams to right-size $41M in contract expiration dates to manage churn.• Identified a network design issue through root-cause analysis of billing errors, achieving annual cost reduction of $1.7M.