Crafted and implemented Support KPIs and metrics for senior leadership reporting, including NPS, CSAT, and Customer Health. Championed Voice of the Customer to inform and prioritize product enhancements. Drove efforts to elevate customer experience across all touchpoints on a global scale for ensuring prompt, helpful, and consistent support. Pioneered a customer review process to uncover additional sales and consulting revenue streams. Managed support budget and resource allocation to optimize efficiency while upholding service quality. Conducted strategic sessions with key accounts to address product roadblocks, envision future designs, and drive product adoption. • Reported to Chief Customer Officer, directed development and execution of comprehensive global customer support strategy aimed at bolstering product adoption, satisfaction, and success, enhancing overall Customer Experience.• Held global oversight of international support teams spanning France, Canada, Spain, Italy, Portugal, and United States.• Established diverse customer support channels encompassing Ticketing systems (CRM & ITSM), online platforms, chat, phone, and self-help resources.• Functioned as North American Security Officer for addressing customer inquiries.• Led a dynamic team consisting of four Direct Reports and 30 Senior Technical Support members.• Instituted "Safety Net" program to facilitate onboarding of new customers with structured 3-step process for customer success.• Orchestrated remarkable 70% reduction in support tickets over a span of six months through enhanced accountability, targeted training, and prioritization.• Elevated SLA achievement by 30% through implementation of measurements and fostering team accountability.• Successfully deployed Customer Satisfaction (CSAT) Surveys on a global scale, resulting in Support NPS exceeding 50% and Overall CSAT rating of 91%.

Report to the VP of Customer Experience for North America. Developed & implemented customer support strategy to drive customer product adoption and success. Created Support KPIs and metrics for reporting to senior leadership. Work with international teams (France, Canada, Spain) to drive and prioritize product enhancements. Developed customer review process to identify additional sales and consulting revenue opportunities. Served as primary security contact for customer RFPs and sales team.

Reported to VP of IT Infrastructure Operations, provided strategic leadership for IT Operational Support group overseeing enterprise IT Service Management Tools, such as Cherwell, HP Universal Discovery, and xMatters, as well as Enterprise Monitoring Tools, including HP Ops Bridge and Dynatrace. Managed Middleware, Storage, and Database deployment and operations teams for assuring 24-hour operational support, project support, and delivery of enterprise shared IT services. Led a team consisting of 13 Direct Reports, comprising IT Engineers and Architects, along with 3rd party service providers. Orchestrated consolidation initiative to streamline ticketing systems and monitoring tools across Western Union and its acquisitions, standardizing processes and tools organization-wide by using ITIL (IT Infrastructure Library) framework. Headed efforts to integrate ITSM, CMDB, and Monitoring tools with other systems to enhance efficiencies, drive process improvements, and reduce Mean Time to Repair (MTTR).• Drove innovation within IT Operations, steering strategic direction, development, and deployment of primary ITSM Ticketing systems and Enterprise Monitoring Tools supporting 12,000 employees and contractors, 500,000+ agent locations, 500+ applications, and six primary datacenter locations.• Deployed crucial monitoring strategies for global infrastructure and application performance monitoring.• Identified $750K in cost reduction/avoidance through optimization and consolidation of redundant systems.• Successfully integrated and trained 3,500-user IT organization into Service Management tool.• Negotiated software and tool purchases, resulting in annual savings of $500K.• Played pivotal role in Data Center consolidation, overseeing migration of 500 applications on time and within budget.• Maintained oversight of $5M operating expense budget.

Manage all aspects of Switch Provisioning/Traffic Analysis Team. Activities included: traffic forecasting, circuit design, order entry, implementation, traffic analysis, and capacity management for E911 (Emergency Services) and SS7 (System Signaling) for the core infrastructure. Analyze processes and procedures and implement new processes as needed. Resolve escalations from provisioning and analysis personnel. Reduced network cost from $730K to $215K monthly while maintaining existing customer base & customer revenue.

Gather, define, and prioritize all business requirements for the company’s National “Reservation/Customer Service” and “Fleet/Operations” system. Conducted focus groups with the users and senior management to ascertain potential application enhancements and business improvements, and managed all aspects from design to implementation. Conducted all quality assurance testing for data integrity and system usability for the applications and managed prioritization of all system faults. Maintained and implemented all customer requirements and tracked process adherence to identify improvements. Responsible for managing outsourced inbound call center vendors responsible for generating over $350 million revenue