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Network Power<100 people
Roles
💰33%
Investor & VC
🔥33%
Startup Founder
💸33%
Marketing
Geos
🇺🇸33%
United States
Work Background
CSGVice President of Customer Success & Centricity Consultant
May. 2022Texas, United States · RemoteAs interim leader, I implemented consulting solutions to revamp team structure into a Customer Success model for the CX Business Unit, overseeing an $86M ARR customer portfolio. Developed customer success strategies to drive success and retention, including customer segmentation, journey playbooks, and KPIs. Spearheaded operational transformation from a managed service to a SaaS model for customer success. Implemented innovative solutions to enhance the efficiency and effectiveness of customer success processes, improving retention and account expansion. Directed enterprise-wide Customer Centricity consulting initiatives, optimizing processes, managing change, and increasing cross-selling opportunities. Orchestrated cross-functional collaboration with Sales, Data Services, Finance, and Delivery teams. Transformed insights from feedback into actionable outcomes through developing customer-centric VOC and process optimization strategy.
CSGVice President, Payment Operations & CSG Forte Chief Operating Officer
May. 2021 - May. 2022Texas, United States · RemoteManaged $130 million P&L and a global 70+ employee organization, overseeing activations, renewals, retention, support, CX, account expansion, and risk mitigation. Executed growth strategies resulting in a 10%, $12.25M increase in organic gross revenue. Led business architecture and process improvement initiatives, achieving $2.2 million in cost savings. Established customer-centric programs amplifying the voice of the customer. Optimized merchant onboarding, reducing Time to Revenue by 46% from an average of 39 to 21 days. Served as the COO on CSG Forte Executive Board, providing strategic leadership for the Payments Business Unit. Maintained positive relationships with 32 state MTL regulators as a registered control person, ensuring compliance with regulatory standards.
CSGExecutive Director of Customer Success
Jan. 2020 - May. 2021Allen, Texas · HybridManaged a $5M cost center with 50+ employees and a $118M ARR customer portfolio. Established the Customer Success and Customer Analytics departments and provided oversight for the global Support Services department. Accountable for driving product adoption, monetizing support capabilities, account activations, CX improvements, and cross-functional process enhancements. Collaborated with GTM and Product departments to enhance payment technology based on business requirements. Implemented call and ticket deflection strategies, including chatbots and automation, to improve customer satisfaction and reduce issue resolution time. Led product migration initiatives and collaborated with Product Management to implement Pendo product analytics solution. Supported compliance periodic reviews, including SOC, PCI, NACHA, Vendor, Processing, and Sponsor Bank Audits.
CR PartnersClient Services Manager
Oct. 2009 - Mar. 2014Plano, TexasResponsible for overseeing the daily operations of the Inbound Customer Service, Mail room, Training and Data processing departments. Instrumental in creating process improvements, employee development through coaching, feedback and quality monitoring. Report department results through call data tracking, employee metrics and queue monitoring.
Compass Credit ServicesManager of Client Relations
Jun. 2007 - Oct. 2009Richardson, TexasCreated and implemented new processes for company to improve efficiency and reduce cost. Handled employee development, quality assurance, training, coaching and disciplining.
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