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Work Background
Customer Success and Operations Executive
SamaCareCustomer Success and Operations Executive
Jun. 2022San Francisco Bay AreaReporting directly to our CEO, focused on building and scaling customer success & operations for this rapidly growing business organization. Improving implementation process and timelines using lean methodology. Finding scalable and sustainable ways to ensure practices experience faster turn around times on prior authorizations, configure forms and prior authorizations in an operational environment. Growing a strong team and finding tools and technology to ensure an excellent customer experience while also managing COGS - Built customer journey map, CS framework and playbook from scratch - Instituted QA and improved scores by 15% - Increased NPS +20 in 10 months - Reduced implementation timeframe by 42% in two quarters - Decreased pre-implemenation churn by 45% in two quarters
Vice President, Customer Success Operations
Human InterestVice President, Customer Success Operations
Dec. 2021 - May. 2022Promoted twice in nine months. Lead 1/3 of the company and owned all of the customer journey post implementation and shared services including Learning & Development, Program Management Office and Compliance Ops. Built Customer Success Operations from ground up amid rapid growth; including support functions: Learning and Development, Quality Assurance, Process Management, Workforce Management, Program Management Office, Incident Management & Escalations. Improved customer experience with a 80% increase in response time bringing SLAs in line with industry best practices Improved first interaction resolution by 40% Improved SLAs in money movement by 50%. Improved cost to serve by 18% in six months on target to hit 30% in 12 months.
Head of Customer Success Operations
Human InterestHead of Customer Success Operations
Apr. 2021 - Dec. 2021
Head of Customer Success
Human InterestHead of Customer Success
Mar. 2021 - Apr. 2021Delaware, United States
Head Of Company Operations
Helm ServicesHead Of Company Operations
Jun. 2019 - Mar. 2021Baltimore, Maryland AreaA Stripe subsidiary: Building a business from the ground up! Employee #2: guiding all aspects of our organization, building a great culture and pursuing operational excellence. 2 employees to almost 100 in 10 months and growing, all while building structure, policy & process.
Head of Company Operations
StripeHead of Company Operations
Jun. 2019 - Nov. 2019Greater Baltimore AreaHired to build operational subsidiary for Stripe: Helm Services, Inc. Interviewed with Claire Hughes Johnson
Sr. Director Operations, Communications , Member Success: Banking, Sales, Escalations & Invest
SoFiSr. Director Operations, Communications , Member Success: Banking, Sales, Escalations & Invest
Feb. 2018 - Apr. 2019Claymont, DEhttps://amp.daily-times.com/amp/373135001 Building and expanding great customer experiences for SoFi through people, process and tools. •Operate 200+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications • Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans • Instill a customer experience culture • Enable business insights through data-driven focus • Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) • Inspire highest producing sales team with lowest error rate • Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line • Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management
Senior Director Operations, Communications, Member Success & Workforce Managment
SoFiSenior Director Operations, Communications, Member Success & Workforce Managment
Mar. 2017 - Feb. 2018Claymont, DEBuilding and expanding great customer experiences for SoFi through people, process and tools. •Operate 150+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Direct Workforce Management department • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications •Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans •Instill a customer experience culture •Enable business insights through data-driven focus •Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) •Inspire highest producing sales team with lowest error rate •Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line •Led Audit of entire financial book •Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management
Senior Director Operations, Communications, Member Success & Workforce Management
SoFiSenior Director Operations, Communications, Member Success & Workforce Management
Mar. 2017 - Jul. 2017Healdsburg, CABuilding and expanding great customer experiences for SoFi through people, process and tools. •Operate 150+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Direct Workforce Management department • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications •Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans •Instill a customer experience culture •Enable business insights through data-driven focus •Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) •Inspire highest producing sales team with lowest error rate •Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line •Led Audit of entire financial book •Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management
Director Customer Interactions/ Success & Workforce Management
SoFiDirector Customer Interactions/ Success & Workforce Management
Jul. 2015 - Mar. 2016Healdsburg, CA• Operate 150+ contact centers in two locations, customer service, technical support and escalations • Manage BPO relationship for contact center • Direct Workforce Management department • Lead specialty team for Complaint Resolution and Social Media Response • Build & Oversee Operations, Training, Quality and Business Process & Communications • Establish Quality Assurance for all customer touch points and Quality Control for underwritten loans • Instill a customer experience culture • Enable business insights through data-driven focus • Coordinate and provide operational oversight with engineering, product management, marketing and quality teams for all new launches (products, system enhancements) • Inspire highest producing sales team with lowest error rate • Design knowledge portal tool to ensure solid business process documentation and ease of use for front-line • Led Audit of entire financial book • Develop partnerships with partner teams: Marketing, Engineering, Compliance, Credit and Product Management
Sr. Director, OPS, Member Success & IT PMO
SoFiSr. Director, OPS, Member Success & IT PMO
Jun. 2015 - Jun. 2019Claymont, DE
Manager, CCO Change Management
TXU EnergyManager, CCO Change Management
Jun. 2015 - Jul. 2015• Manage change management process for entire organization • Escalate defects and required technology changes to leadership • Provide appropriate understanding to process and learning groups • Coordinate cross-functional collaboration for all technology changes
Manager, Brand Management
TXU EnergyManager, Brand Management
Nov. 2012 - Jun. 2015irving texas• Manage the Brand for TXU Energy • Six Sigma Green Belt and Lean certified • Manage consistent brand identity through documented standards, guidelines and integrated review process • Manage a budget of over $2 million • Manage customer experience by directing internal teams to adapt plans for optimal enterprise results • Build and maintain partnerships across organization to improve effective communication • Manage internal workforce culture and align business activities with brand pillars and values • Manage direct reports • Build and maintain partnership with corporate communications ensuring Brand appropriate internal and external communication • Develop internal and external messaging on various enterprise initiatives • Consult with business partners on internal and external people and business initiatives • Influence business activities to align with market research results • Interface with Residential Strategy and Product Management and provide solutions • Negotiate contracts and statements of work with agencies • Create and maintain Brand Ambassador program • Consult on and approve all customer and call center facing materials • Facilitate projects for departmental and organizational improvements • Approve scripting and collaboratively influence training to allow optimal customer experiences • Promoted after one year in this role to more senior role within function Extensive experience including: Marketing, Brand Management, Process and Policy Development and Improvement, Project Management, Consulting, Outsourcing, Client Services, Vendor/Contract management, Training Management, LMS Administration, , Training Development, Training Delivery, Quality Assurance, Operations and Communications.
Sr. Marketing Associate Telesales Channel
TXU EnergySr. Marketing Associate Telesales Channel
Jun. 2011 - Nov. 2012Project Management of large cross-functional projects Developed IT solutions for dynamic and fast-changing business decisions Provided customer-facing messaging Lead for process development and improvemen Communications liason between Marketing and Sales CQ skilled in Lean methodology
Sr. Analyst/Project Manager Operational Development & Transformation
TXU EnergySr. Analyst/Project Manager Operational Development & Transformation
Oct. 2010 - Jun. 2011Six Sigma Green Belt certified • Project Manager of large initiatives across lines of business • Work with training vendors and vendor/contract management to ensure deliverables • Manage and cultivate business relationships • Coordinate solutions for process, policy, and system challenges that impact the business • Cross-functional project management • Strategic planning and consulting • Communication and organizational transformation • Operations Advisory Council • TXU Energy Ambassadors • Provide insight and solutions to company challenges Extensive business experience including: Process and Policy Development, Project Management, Consulting, Outsourcing, Client Services, Vendor/Contract management, Training Management, LMS Administration, , Training Development, Training Delivery, Customer Service, Quality Assurance, and Operations,
Project Manager
TXU EnergyProject Manager
Oct. 2010 - Jun. 2011Project Manager of large initiatives across lines of business Customer Loyalty Critical Care Training Redesign Operations Analyst Program Build relationships across organization to improve effective communication Foster relationships between the business and IT Develop Project Requests, Business Requirements, Business Cases and project plans Approve Functional Specifications and User Acceptance Test results to ensure accurate delivery of business requests Communicate status to stakeholders and consult impacted areas within the business Contribute to Planning & Coordination content Present in Planning & Coordination Manage the hiring process for Operations analysts Recruit and Screen Candidates Coordinate all interviews Facilitate calibration sessions Manage job offers
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