Customer and metrics-driven strategic professional with over 16 years of extensive customer operations experience and expertise in the telecommunications industry. Building top-tier customer service & support organizations for high profile companies. Excels at driving a customer obsessed culture, managing escalations and high priority crisis events. Expertise at analyzing operational processes, identifying opportunities, utilizing best practices & innovation to drive efficiencies in the organization. Strong ability to manage large cross functional business initiatives that achieve consistent operational and financial results. Thrives at developing, leading and retaining high performing teams, who are accountable for their results and future career development. Action oriented, enthusiastic change leader, who creates a culture of engagement & trust. Specific areas of expertise include:• Customer Service Team Leadership / Operations Management• Training, Mentoring & Onboarding• Process Improvement, Best Practices Implementation• Workforce Scheduling , Planning & Performance Management• Tech Support / Quality / Operational Efficiency • Crisis Management, Business Continuity & Incident Resolution• Executive Reporting & ForecastingIndustry experience spans Telecommunications/Wireless, Technology, Internet (SaaS), Enterprise SoftwareSuccessful managing of multi million project/s and demonstrated results with numbers of worldwide telco operators: T-mobile US, Verizon, Sprint, Safaricom Kenya, DiGi Malaysia, ViBO Taiwan, Telekom Srbija, Mtel.