Avantor® is a global manufacturer and distributor of high-quality products, services and solutions to professionals in the life sciences and advanced technology industries. Operating from over 30 countries worldwide, the company seeks to enable customer success in the biopharmaceutical, pharmaceutical, medical device, diagnostics, healthcare, educational, industrial, government, aerospace & defense, and semiconductor industries.My responsibilities include:* Managing a team of customer care leaders and professionals in the U.S. and Mexico* Meeting or exceeding established departmental and corporate KPIs* Collaborating with supply chain, sales, demand planning and other business units as necessary to deliver an extraordinary customer experience* Managing projects designed to generate efficiencies through process improvements, automation and technology enhancements* Provide unique staffing and servicing alternatives for select customers

Provided operational consultation, including interim management, coaching, guidance and support for the Executive Leadership team, and liaise with clients as necessary. VIPdesk Connect provides high touch customer service to luxury retail brands.

Responsible for leading all contact center operations, including service delivery, vendor management and client services, for F500 financial services clients. Designed high touch engagement solutions to ensure customer loyalty and brand reinforcement. As a senior member of the Executive team, helped the company transition to a global entity during 2010 acquisition. ● Created new process improvements generating phenomenal customer experiences resulting in 100% client retention.● Instrumental in redesigning the customer journey for a Fortune 50 financial services client.● Developed and managed training, performance, scheduling, budgets, quality assurance, KPIs and coaching to deliver a remarkable client and customer experience. Maintained 85% retention with a 300+ member team.● Consistently achieved Net Promoter Scores of over 70.● Launched and managed Tokyo, Jersey City and Phoenix offices.

Oversaw all operational facets of contact center service delivery, including telecom and CRM. Reviewed and refined current processes/procedures/tools, identifying new opportunities and developing methods that improved overall efficiencies and quality. As a member of the Executive team, helped set corporate goals and provide strategic leadership.● Generated 20% in operational efficiencies – expenses consistently under budget.● Led efforts to become a certified travel agency resulting in 500k commissions annually.● Transitioned over 30 clients from competitors.● Instrumental in developing and launching pioneering home-based customer servicing model.

Responsible for working with technology and client service teams to develop new service technology and support systems. Ensured all clients were meeting SLAs and developed processes and procedures to generate efficiencies.Successes:Led transition from center to home based servicingHired and trained inaugural group of home based conciergesPart of search team for innovative CRM/switch to route calls to home based concierge