Program Manager

Created and facilitated our company incident response program by partnering with executive stakeholders to drive visibility, accountability, and process improvement resulting in 63% reduction in incidents year-over-year and improved time to resolution of 58%

Identified customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat) surveys sharing insights and recommendations on changes to potentially improve product and services resulting in a 22% lift in CSAT over 120 days

Identified improvement opportunities and developed systems, tools, and process automation to reduce customer effort and enable teams, partnered with call center operations to improve agent proficiency, reducing open customer case volumes 72% and an 80% decrease in case age within 90 days

Designed and led an 18-month hypercare to support a $28+MM new technology infrastructure supporting a global contact center organization, yielding over $5MM in annualized savings by managing a cross functional team to gather business requirements, directing implementations, and successfully launching 18 unique deployments in all 7 contact center locations, including 3 countries for 2000+ users.

Selected to lead the organization’s first ITSM team for the contact center organization that yielded a 98% first contact resolution by establishing process and procedures, training team members in ITSM processes; Managed day-to-day operation of the IT Service desk supporting over 1400 users

Launched inaugural Work-from-home technology strategy, road map, and team within 2 weeks of identifying the opportunity. Successfully deployed over 1,200 agents and support staff in over 6 locations in North American and Latin America to move to a remote environment including deploying hardware, training, timelines, and building post-deployment support model.

Direct responsibility for $2.4MM regional budget and contribution margin, Exceeded revenue targets YoY by 24%

Directed operations of four clubs for the region with responsibility for their budgets and revenue targets, along with designing marketing creative, collateral and program implementation.

Responsible for optimizing departmental performance and excellence to reach or exceed revenue goals. Consistently delivering high quality service and assisting in the growth and retention of members.