Client Solutions Center & Execution Enablement Leader
New York, Ny, Us
Lead global organization of 300+ people through client support activities totaling ~250,000 client contacts annually across 3 major support hubs, including repair and logistics for panel support equipment. Head technical project management for design, deployment, and support of case management tools, CRM systems, and telephony platforms.Drove transition to centralized global support model across all regions, resulting in significant cost avoidance and quality/efficiency gains. Led organization in achieving 4.5/5 client satisfaction rating with 75%+ of all issues resolved in <24 hours. Focused on people learning and development to reduce quality escapes, position staff as subject matter experts, and manage turnover.