Led a global customer care organization across 7 offices providing customer service and technical support services, helping retailers run their business. Responsible for integrating multiple organizations and creating a unified set of global processes, improving the customer experience.

• Led teams of 150 to 200 support representatives across 4 offices• Introduced new team structure driving improved efficiency• Mentored support management team, resulting in multiple promotions within the organization• Partnered with Development organization to review product and supportability improvements that can reduce team efforts and improve customer experience• Provided sales support to sales organization, issuing quotes for additional or new support services and… Show more • Led teams of 150 to 200 support representatives across 4 offices• Introduced new team structure driving improved efficiency• Mentored support management team, resulting in multiple promotions within the organization• Partnered with Development organization to review product and supportability improvements that can reduce team efforts and improve customer experience• Provided sales support to sales organization, issuing quotes for additional or new support services and negotiating support and maintenance agreements• Participated in partner contract negotiations and development of operational processes• Delivered presentations at conferences• Led budget planning exercises (revenue and costs)• Delivered review of operation performance to senior leadership team Show less

• Managed support teams of 8 to 20 support representatives• Led employee recruitment and on-boarding• Responsible for talent development and building an efficient & effective training program• Regularly contacted and established relationships with key customers to support issue resolution• Handled on-boarding of customers following a successful implementation and go-live• Performed metric reviews and implemented improvements to reduce issue resolution times

Manages support team of 8 to 20 analysts. Responsible for ensuring response and resolution targets are met for client support issues.Planning new initiatives to increase productivity, cross-product training, reduce number of reported issues, project involvement to smoothen transitions for project to support teams.

Supported Point of Sale applications.Worked within support team to identify issues Led several projects within client care team:Product rollouts and upgrades.