Managed and monitored key operational metrics such as average handle time, cost per order, and customer satisfaction, ensuring alignment with organizational goals and collaborating with finance to track ROI and business impact. • Developed RYZE’s inaugural cost-per-serve and ticket-to-order framework, attaining a targeted 50% reduction in service expenses. • Designed a capacity planning system that synchronized forecasts and staffing, minimizing operational inefficiencies. • Optimized functions across people ops, workforce management, and systems, improving team clarity and accelerating execution.

Oversaw daily contact center operations, focusing on driving improvements in service efficiency, response times, and customer satisfaction metrics. Steered cross-functional initiatives to streamline workflows, improve agent performance, and align support operations with business objectives. • Implemented a cross-functional performance scorecard, driving a 20% improvement in key metrics, a 15% increase in customer satisfaction, and $1M in annual operational cost savings. • Directed end-to-end deployment of a global workforce management system, boosting agent utilization by 25% and achieving a 2.5X ROI through optimized forecasting, scheduling, and intraday operations. • Scaled a member insights platform that reduced churn, retained over 500 customers monthly, increased CSAT by 15%, and generated $120K+ in recurring annual revenue. • Architected AI-assisted deflection and intelligent routing workflows, reducing live contact volume by 20%, increasing one-touch resolution, and improving CSAT by 15%. • Owned refund and appeasement governance, balancing customer trust with margin discipline and reducing refund leakage by 15% • Designed cancel-save flows that retained 500+ subscribers monthly and generated $120K in incremental annual revenue

Headed all contact center and program operations, ensuring efficient service delivery, high customer satisfaction, and alignment with organizational objectives. Engaged with cross-functional teams to support strategic initiatives, optimize workflows, and leverage technology solutions to improve service quality and scalability. • Revamped contact center operations, increasing productivity by 40%, reducing headcount expenses by 35%, and improving service efficiency by 25% through cross-training and advanced workforce management strategies. • Directed seven strategic initiatives, generating $2M in incremental revenue through contract negotiation, cross-functional execution, and performance-oriented team management. • Reengineered sales funnels, boosting conversion rates by 50% and driving $100K in recurring monthly revenue through enhanced customer engagement

Customer service and support leader with deep experience building and scaling high performing teams, improving service operations, and turning customer feedback into action. Strong focus on automation, process design, quality, and coaching. Known for creating support models that improve customer satisfaction, reduce friction, and drive measurable business impact.

CX leader with multidimensional experience across ecommerce, subscription, retail, fintech, nonprofit, and high growth consumer brands. I build and scale high performing teams, improve service operations, and turn customer feedback into action. Strong in automation, process design, quality, and coaching, with a track record of improving satisfaction, reducing friction, and driving business impact.

Intermediate

Advance

Intermediate to Advance Level

Intermediate

Advance

Intermediate

Intermediate