I lead by managing a $5M budget and overseeing a diverse team of over 100 employees and contractors across four departments, ensuring optimal resource allocation for enhanced operational efficiency. I am committed to delivering exceptional service to key accounts within Customer Care, where I actively identify and leverage strategic opportunities to expand our customer base and boost retention. I quickly adapt to evolving operational needs, guiding cross-functional teams to drive rapid organizational growth through innovative SaaS tools, demonstrating my strong learning agility.Highlights of my achievements:• Reduced the annual Field Operations budget from $2.9M in 2023 to $1.8M in 2024, realizing $275K in savings through continuous workflow improvements powered by SaaS solutions.• Maximized customer loyalty and revenue growth by resolving billing disputes and implementing effective communication channels, significantly enhancing Customer Care initiatives.• Played a pivotal role in the ServiceNow transformation team, streamlining the customer termination process and reducing the disconnection timeline from 60 days to 10 days, while eliminating unnecessary third-party billing.

I successfully developed and executed innovative marketing campaigns for the Webex conversion, focusing on key markets to enhance product adoption and drive revenue growth. During an organizational transition, I provided strategic leadership by guiding teams and supplying vital resources until permanent leadership was established.Highlights of my achievements:• Transformed a newly onboarded vendor into a fully functional unit during a critical transition period, driving successful outcomes for the organization.• Steered the migration of 25,000 customers from an internal messaging system to Webex, achieving a 95% customer satisfaction rate throughout the process.

Positioned TPx competitively by implementing critical applications for the company’s largest clients, ensuring flawless project execution to drive revenue growth. Delivered all projects ahead of schedule, under budget, and within scope, while developing and executing effective contingency plans.• Oversaw a $1.5M budget and led a high-performing team, optimizing engagement and resource allocation to achieve operational success.• Training & Development: Created comprehensive operations and training programs, authoring detailed manuals for all functional departments and implementing formal training to elevate employee skills and customer satisfaction.• Vendor Relations & Negotiations: Developed strong negotiation and vendor relations skills, securing advantageous partnerships and ensuring seamless operational support.

Directed national and regional operations, including strategic planning, product management, and forecasting, with full operational responsibility across six geographic regions. Oversaw a team of seven managers and 130 employees, optimizing resource allocation and implementing key programs to enhance team performance and customer satisfaction.Key Responsibilities & Achievements:• Operational Leadership: Managed daily operations in Customer Order Provisioning, Customer Service, Procurement, Accounts Payable, and Technical Repairs, ensuring service excellence and streamlined processes across all departments.• Team Development & Retention: Strengthened employee loyalty, reducing turnover by 20% and increasing job satisfaction through targeted engagement initiatives.• Customer Retention: Led a 24/7 Customer Support group, enhancing service quality and increasing customer retention by 15% through proactive resolution of escalations.

• Commanded an infantry unit of Marines, ensuring mission readiness and professional development.• Planned and executed complex missions, requiring strategic decision-making and logistical coordination.• Managed multidisciplinary teams to achieve mission objectives under challenging conditions.