Senior Manager, Vendor Relations
CurrentI was promoted to optimize internal and outsourced partner teams while leading initiatives that ensure operational excellence, effective change management, seamless process execution, and superior vendor performance management for onshore, nearshore, and farshore resources. ● Manage global team of 200 agents, maximizing success by prioritizing clear expectations, transparent communication, and goal setting exercises.● Mitigate, manage, and track external & internal risks by enforcing fraud controls and reporting processes implemented in previous Program Manager role; ensure compliance with policies and regulations. ● Spearhead vendor expansion process by developing plan to establish fourth partner in India, supplementing three existing locations in Canada, Panama, and Jamaica. ● Negotiate and execute inclusive contracts between company and vendors, maintaining profitability while limiting risk of potential financial discrepancies or losses. Select Achievements ● Grew team performance 400 basis points (bps) YoY after streamlining operations for outsourced partners by enhancing new hire training and providing guidance for all teams. ● Improved teams’ service level performance 30% while increasing KPI efficiency 9% on average. ● Increased Net Promoter Scores (NPS) 600 bps by clarifying customer service expectations within teams. ● Improved chat service level 86% while increasing total dollars collected 25%+ after completing RFI and onboarding new Digital Assist partner as cost-saving initiative. ● Reduced operational expenses significantly for downstream work groups with strategic self-service adoption improvements. ● Generated 86% increase in customer volume and increased net dollars collected 53% by expanding customer adoption of Digital Assist transactions, achieving best-in-class rating for customer sentiment and NPS. ● Cut multimillion dollars in labor expenses; improved overall performance 11% after enhancing outsource partner cost efficiency.
