I am a seasoned consultant with a proven track record of driving transformation and excellence in customer support and change management. My passion lies in helping businesses navigate complex challenges by leveraging innovative solutions and a deep understanding of operational dynamics. What sets me apart is my ability to align business strategies with customer-centric visions, leading to measurable improvements in performance and satisfaction. I bring resilience, strategic thinking, and a commitment to continuous improvement to every project, ensuring that the solutions I implement not only meet immediate needs but also position my clients for long-term success.

Key Accomplishments

• Leadership in Crisis: Successfully led a 130-employee fraud support operation during a challenging site closure, achieving a 5% productivity increase, doubling the Net Promoter Score (NPS), and saving $1.7 million through process improvement recommendations.

• Rapid Team Building: Built an international aggregate team within 3 months, establishing a comprehensive knowledge base and training management systems that enabled seamless operations across multiple regions.

• Technology Implementation Success: Spearheaded the implementation of multiple technology systems, including CRM, LMS, and QA systems, with notable successes such as rolling out a QA system to 1,000 users and improving productivity by 72% through an innovative learning management approach.

• Transformational Growth: Orchestrated a strategic transformation of customer support operations for a major organization, resulting in a 34% revenue growth in the first year, followed by an additional 29% growth, while maintaining a 52% customer retention rate.

• Consulting Impact: Provided strategic consulting that led to a 26% increase in customers for a health and wellness business and supported the successful scaling of operations for a transgender healthcare collective, including the recruitment of a Chief Medical Officer and the launch of an investment round.