Automation Anywhere, a global leader in Robotic Process Automation (RPA), supports customers and partners to deliver a true digital workforce deploying software bots for task-based automation, cognitive bots capable of learning from human behavior, and bots with embedded business analytics. With more than 1000 employees worldwide, Automation Anywhere is the culmination of more than a decade of innovation and experience in cognitive RPA.

Program Manager for multiple voice of customer initiatives

Program and Enablement Manager for multiple voice of customer, partner and employee projects including Experience Ideas, an employee suggestion box for ideas to improve Customer Experience. Part of team tasked with designing a company wide approach on improving processes from an end-to-end perspective. Role included teaching, execution and design. Opportunity to work cross-functionally with Product Management, Service and Support, Finance, Marketing and Human Resources. Created employee/cultural buy-in and understanding of CX role through extensive communication of results: CX Intranet sharing success, CX Community of Practice sharing process and development and implementation of Experience Suggestion Box (Ideas) to gather ideas/close loop with employees on Customer Experience

Key member of Global Leadership team overseeing strategy, business process definition and governance of critical outsourced support providers Managed commercial activities (contracts and relationships) of 10 outsource providers for CFO in variety of states of maturation and health, totalling more than $10M Facilitated business reviews, contract change requests, issues resolution, SLAs and contract compliance. Worked closely with global suppliersNegotiated new and renewing contracts for CFODeveloped standard templates for contract terms used by Symantec (MSA, SOW, Exhibits)Consistently drove cost out of the business, increased efficiency of outsourced work through close analysis of metrics and costsInvestigated new opportunity for outsourcing

Led 110+ person support organization of 7 teams providing Enterprise Customer support, including dedicated strategic account management. Responsible for the efficient operation of enterprise customer contact center Managed 2M annual budget for Customer Care team handling 600 emails and over 2,000 calls per day.Implemented and Supported company wide and departmental initiatives for improvement of NPS (Net Promoter Scores) resulting in 8% increase in overall NPS from 2009-2011.Developed Account Management team - “Exclusive Services” for gold plated support to Top 200 revenue accounts.Promoted “Customer First” philosophy throughout company, ensuring sales and marketing scenarios minimally impacted budget and operations.

Hired, developed and managed 7 person Support Team for 1,400+ Trainers and Field Instructors providing explosive detection systems (EDS) training for TSA’s Baggage Screener Training Program at airports nationwide. Developed and implemented operational and training procedures under very tight deadlines.Developed process to support 7x24 contacts, personally handled requests and escalations at all hours. Supported and motivated support team to handle high call volume and complex assignments under duress.Participated with instructional designers in the creation, development and implementation of curriculum for the overall Baggage Screener Training program.

Hands on Technical and Front line Contact Center Director for over 1 million wireless customers in the SF Bay Area. Responsible to manage/improve overall customer satisfaction scores for consumers and enterprise customers through directing activity in four contact centers locally and 1 outsource service provider.Grew from management of one to four contact centers. Built contact center in Livermore, CA from ground floor (including Real Estate, hiring, networking, call routing)Designed and implemented Help Desk: tiered triage process to handle escalations and resolve issuesDesigned and implemented Corporate Services Team – to support over 200,000 corporate customers requiring a high level of support and account management