As the CX leader, I am responsible for shaping and guiding the customer support function, ensuring that our team delivers a “best in class” experience. By setting a clear vision and direction, I lead initiatives to implement and scale strategies and processes that enhance customer satisfaction and loyalty.Key Responsibilities:Team Leadership and Strategy: Provide vision and direction to the Customer Support team to establish and scale processes that deliver exceptional customer experiences. Champion a customer-centric culture within the team and across the organization.Customer Engagement: Take an active, hands-on role with customers, particularly in challenging situations, ensuring a positive outcome for all parties involved. Serve as an example of exceptional customer service for the team.Performance Management: Set and manage performance expectations for both individuals and the team, focusing on KPIs and metrics to track and achieve goals. Oversee the performance reporting and forecasting process to maintain accountability and transparency.Continuous Improvement: Drive continuous improvement across all aspects of customer support, including processes, technology, methodologies, and service capabilities, to increase efficiency and enhance the customer experience.Process Development and Systems Integration: Develop and implement scalable customer support processes, integrating systems for reliable KPI and driver performance measurement, reporting, and accurate forecasting.Player-Coach Leadership: Lead with a player-coach mentality by empowering team members to approach problem-solving creatively. Motivate and mentor existing team members, setting priorities, tasks, and goals aligned with overall business objectives.Cross-Company Customer Focus: Promote and reinforce a customer-centric mindset across all departments to ensure a unified and consistent approach to customer satisfaction.

In my concurrent roles, I inspire, lead, and enhance the performance and delivery of high-quality IT and Client Services SaaS for 40,000 users. I take ownership of strategic vision planning and engage leadership in high-impact initiatives. By understanding customer needs and experiences (CX), I inform product roadmaps and progressively innovate technology to optimize productivity and efficiency.I coordinate various operations, including P&L management, onboarding, training, performance, client management, and process reengineering. My focus is on driving revenue growth by leveraging insights from key performance indicators (KPIs) and objectives. Additionally, I promote an open, solution-oriented, and customer-centered culture. I also develop strategic intellectual capital and product support initiatives.

I drove daily service operations, experience, and compliance of Application Support and Professional Services. Identified complex business specifications to ensure profitability of platforms. Crafted savvy intellectual capital and product support strategies. My contributions included:• Program Innovations: Developed new service offering to help clients assess business processes, overall application health, and areas of improvement resulting in 10% of top line revenue in year one and up to 25% in year two.• Project Management: Initiated new implementation processes to slash on project timeline by 20%.• Optimized Processes: Streamlined onsite training timeframe 40% by combining pre-recorded and face-to-face training.• Escalations: Personally addressed escalations to high profile clients and regularly update Executive teams with succinct, actionable communications.

Responsible for the systems and network support group, UNIX support group, Database Administration support group, and environment support group. Responsible for the management and strategic direction of corporate information systems and infrastructure. This included: implementation, budgeting, cost/benefit analysis, hardware and software selection, Internet application development, PC LAN/WAN support, SW/HW deployment, and Information Technology help desk services

As a key lead architect led several critical projects including:Migrating Super vision International, a mid-size fiber optic lighting company based in Orlando, from a Netwarebased network running Novell to a Windows NT networkSetting up Internet access and provided training to the Information Systems staff. Architected the first first global trading website that provides self-directed investors access to markets all overthe world.

Responsible for the operations of the systems and database administration for the entire business unit and consult with Fiserv’s customers to assess the systems in place and provide recommendations to increase system productivity. Also provide system administration guidance and design tools to automate routine tasks.Built tools to automate the daily system administration tasks. Worked with HP, Sun and other vendors to resolve problems at customers’ sitesDeveloped new modules for the IMAGEBANCII product (release 3.0), such as the Check Archival systemDeveloped the X-windows user interface to the entire Bank Imaging applicationIn charge of the systems support group responsible for resolving system issues at customer sitesAssumed the responsibilities of a Technical Maintenance group leader.

Release control manager and UNIX systems administrator. Using RCS, SCCS, and Korn Shell, created the tools to manage all code developed by the CBIS’s Systems integration department.Performed duties as tester on the Network management System (NMS) project. Responsible for the development and implementation on the NMS verification and performance test plans.

Developed an exerciser to test the transfer of images between a UNIX based application and a Mainframe based application. Developed a user Interface for the Exerciser using a UNIX utility (FMLI).