20 years of experience in Customer Service Operations and Client Services.
Responsible in managing multiple client operations.
Employee Satisfaction advocate.
Create and implement action plans to meet and exceed client KPIs/SLAs.
Support seasonal growth during clients' peak season - staff and leadership onboarding.
Manage steady and seasonal programs. Involvement in creating and implementing project plans for start-up programs, and ramp seasonal programs up to 5,000+ FTE (double from steady state).
Farming for additional business from existing clients. Leadership development to build bench strength to support growth.
Experience in different verticals – Travel, Financial, Health Care, Technical programs.
Awarded several new LOBs by executing operational excellence and maintaining great client-vendor relationship.
Plan and budget financials.
