New York City Metropolitan Area
Senior executive with extensive and diverse experience in all aspects of customer service operations spanning several industries, including Entertainment, Financial Services and Telecommunications. Proven ability to build cross-functional relationships and effectively collaborate with internal stakeholders, business partners and external service providers to achieve shared goals. Skilled leader with a demonstrated ability to deliver concise, data driven narratives in order to drive process improvements and operational efficiencies. Specialties: Leadership Visual and Data Analytics (Tableau/Excel) Scorecard and Dashboard Creation Six Sigma Green Belt Financial Analysis Organizational Strategy Call Center Metrics Call Center Forecasting and Staffing Call Center Technology IT Lifecycle Management Program Management Project Management Process Improvement Initiatives Offshore/Outsource/Vendor Management
Lead strategic initiatives focused on elevating the customer service journey and aligning every interaction with our broader business vision. Oversee Journey Orchestration, Program Management, Technology Enablement and Business Analytics - driving innovation that enhances both customer satisfaction and operational efficiency.
Lead Workforce Management, Reporting and Interaction Analytics organization supporting Inbound Contact Centers. Management and planning for 2M+ omnichannel contacts per month using multiple BPO's across more than 15 sites worldwide including the Philippines, Latin America, India and North America. Business owner partnering with IT to manage WFM technology; including Genesys, LivePerson, CallMiner, Tableau
Primary responsibilities were to manage strategic roadmap, enhancement initiatives and day to day operations for service center technology platform that included AVAYA telephony, NICE call recording, IEX workforce management, PeopleSoft CRM and KANA email.
Project Lead for Customer Care organization on consultant led team responsible for designing, developing and deploying a new best-in-class CRM desktop application for Sales and Service representatives.
Held managerial positions of increasing responsibility in Product Management, Customer Service and Systems Development organizations, primarily in the areas of call center operations, outsourcing (1,500+ seats), financial analysis, expense reduction initiatives, service strategy design/implementation, technology development and CRM implementation.
Held positions of increasing responsibility as part of the Finance Leadership Rotation Program, primarily in the areas of financial analysis, accounting, expense forecasting and capital requirement’s planning.