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.
• 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.
• 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.