Connected CX, AWS Accenture Business Group.

Brought multi-industry contact center and BPO experience to the Connected Customer Experience team
• Led qualification, enablement, and delivery for new CX and CXaaS opportunities. Providing ideation and
support for sales enablement, proposal development, client presentations and GTM materials strategy.
• Developed materials for the Connected Customer Experience solution, including an external one-page overview, Client Stories and Stage 0 presentation. This showcased the ability of Conversational A.I., Chatbots, CRM, by integrating multiple customer channels into a seamless solution for Performance Improvement.
• Own, develop, and lead the weekly CCE Global Pipeline call with weekly reporting and lead the standing meeting with all key CCE stakeholders from North America and the EU.

Joined 3rd party Insurance BPO company to overhaul multi-site operations, expand the Philippine business through site selection, and OpEx cost reduction through SaaS, employment packages, and real estate moves.
• Independent contributor advising Patra on cost reductions in labor and overhauling internal back-office support, Philippine industry insight, and site selection. Increased the customer service support team 10X over 6 months.
• Led company through research and analysis of 8 HRIS SaaS systems to “automate” the HR and Finance process thus eliminating 3rd party PH accounting support and streamlining the management of the workforce.
• Identified a large wage and experience overage at all levels which led to employees not being challenged and leading to self-attrition. After analyzing the local labor market in Metro Manila, lowered new hire packages by 38%. This resulted in no reduction in quality or productivity while significantly lowering monthly OpEx.

Managed the outsource vendor group for Top 5 Insurance Brokerage and Property and Casualty in the US and facilitated the RFP process. Provided day to day operational oversight of the outsourced vendor teams in Trivandrum and Vizag India and Manila Philippines.
• Internal Liaison to 52 CRC offices for Brokerage and P&C, oversaw the outsourced Operations of each office.
• Hired to oversee and overhaul the outsourced Customer Service and Back Office work due to negative results with the current vendor. This included SOP review and updates, governance realignment, India site visits for one-on-one hands-on process improvement, WFM and Workflow analysis, and Quality review and audit.
• Led the RFP process between CRC and parent company Truist to choose a secondary outsourced vendor. Led and closed the MSA, SOW, and Covid WFH negotiations. Site visits to various locations in India for physical review and analysis.

Provider of Contact Center, Back Office Process and Support, Call Center, and IT Solutions.
• P&L oversight of accounts for both the Contact Center and Business Processing Units.
• Board Member, Philippines company and China Subsidiary
• Operationally oversaw client accounts for Contact Center and Back Office Work for staff covering multiple Contact Centers globally, ensuring that all KPIs and SLAs were exceeded.
• Developed Operational Customer Engagement Strategies to enhance the Client's offerings in Customer Care and Sales which lead to increased contract revenue for the company.
• Drove initiatives to increase NPS for all clients by focusing on verbatim feedback from Promoters.
• Led 25+ new clients through the BPO lifecycle from discovery to implementation and ongoing Account
Management resulting in the expansion of the business.
• Mentored and Developed Senior Operational staff in SE Asia to take over tasks previously being handled out of the corporate office.