Functional Skills
Business Analysis
Business Operations
Business Process Outsourcing
Change Management / Org Design
Customer Relationship Management
Customer Segmentation
Customer Service
Data Analysis
Digital Transformation
Workforce Optimization
Customer Experience
Strategic Planning
Quality Assurance
Operational Efficiency
Predictive Analytics
Sector Experience
Business Services
Healthcare
Technology
Telecom
Transportation & Logistics
Experience
Conduent/Xerox/ACS
Customer Service
Director of Operations Support and Transformation
7/2007 - Present
• Spearheaded enterprise AI transformation, automating quality assurance and agent assist tools to boost efficiency and operational insights.
• Advised senior leadership on CX modernization and digital transformation roadmaps, optimizing workforce strategies.
• Built a global COPC Compliance team of 15 auditors, achieving 25+ certifications across 12 locations with standardized CX processes.
• Directed cross-functional Shared Services teams to drive global operational consistency and achieve measurable performance improvements.
• Delivered over $5M in annual savings via strategic internal transformations and optimized workforce initiatives.
• Integrated SaaS solutions to streamline support and implementation processes across global teams.
• Advised senior leadership on CX modernization and digital transformation roadmaps, optimizing workforce strategies.
• Built a global COPC Compliance team of 15 auditors, achieving 25+ certifications across 12 locations with standardized CX processes.
• Directed cross-functional Shared Services teams to drive global operational consistency and achieve measurable performance improvements.
• Delivered over $5M in annual savings via strategic internal transformations and optimized workforce initiatives.
• Integrated SaaS solutions to streamline support and implementation processes across global teams.
Hewitt Associates
Customer Service
Senior Implementation Consultant
1/2005 - 7/2007
• Directed HR outsourcing implementations with end-to-end customer support rollouts per SOW requirements.
• Crafted comprehensive implementation plans that resulted in seamless go-live across operations and client teams, improving deployment timelines by 20%.
• Guided post-launch teams on process enhancements, achieving a 15% boost in service efficiency over time.
• Leveraged Salesforce to enhance customer journey mapping during implementations.
• Crafted comprehensive implementation plans that resulted in seamless go-live across operations and client teams, improving deployment timelines by 20%.
• Guided post-launch teams on process enhancements, achieving a 15% boost in service efficiency over time.
• Leveraged Salesforce to enhance customer journey mapping during implementations.
Houston Community Call Centers
Customer Service
Operations Director
3/2003 - 1/2005
• Managed 400+ outbound agents across 250 seats, driving top performance among six centers for 18 months.
• Developed performance reporting frameworks, enhancing visibility and driving team-wide improvements.
• Acted as client liaison to ensure strategic alignment and efficient execution of call center programs, boosting client satisfaction.
• Optimized Zendesk support systems to streamline issue resolution and enhance customer support.
• Developed performance reporting frameworks, enhancing visibility and driving team-wide improvements.
• Acted as client liaison to ensure strategic alignment and efficient execution of call center programs, boosting client satisfaction.
• Optimized Zendesk support systems to streamline issue resolution and enhance customer support.
APAC Customer Services
Customer Service
Senior Operations Manager
1/1996 - 9/2002
• Directed inbound and outbound operations for 300+ seats with full financial accountability for revenue and KPIs.
• Boosted center profitability by 55% in six months through targeted operational enhancements.
• Implemented best practices across the company, raising efficiency and service quality to improve client satisfaction.
• Boosted center profitability by 55% in six months through targeted operational enhancements.
• Implemented best practices across the company, raising efficiency and service quality to improve client satisfaction.