Kempire is a management consultant boutique agency. My role is to provide strategic leadership, operations, and performance management consulting across 10+ verticals. Including tech, financial services, insurance, Airlines, Telecommunications, Energy, and Media. I am also working with clients with a global presence to resolve deep-rooted financial, leadership, or business development challenges. I serve as the lead commercial head for Kempire Consulting and have helped the company bring in $280k in annual revenue. I also lead the executive mentorship program where I coach and mentor senior leadership. Highlights and Track Record:
•Increased Sales by 35% in 6 months for an Energy client in NJ. Through revamping the hiring, scaling, and onboarding of new sales development agents, revamping the sales cycle and outreach process, and energy usage analysis. Designing an 8-step closing process that changed both the customer and sales agent's perspective about the product.
•Delivered a mult

Spearheading the global contact centers of Insurance Supermarket Inc and Specialty Life Insurance, sales, and customer experience operations. Selected Financial & Operational Highlights
•Tripling sales records in 16 months: through overhauling sales leadership, sales process, sales training, and operations management.
•Slashed the cost of licensed advisors by 50%. By transforming inbound and outbound sales channels and creating a lean efficient yet highly productive unit.
•Successfully led the company to enter the US market through being a project owner, planning, developing, and implementing of a fintech virtual call center that hosted lead gen, inbound sales, outbound sales, and Customer retention and experience and spread across 4 countries.
•Selected as Employee of the year during covid (2020/2021): As I spearheaded the digital transformation of the company, introducing new tools and new methods to keep morale, communication, team's mental well-being, and performance all high.

Ooma is a leading VOIP provider for residential and business consumers, my role is spearheading the customer care and customer retention operations between 2 locations in Fremont California, and Manila Philippines. Selected Financial & Operational Highlights
•Slashing churn rates by 35%: by overhauling the customer retention process, segmenting customers based on account size and the number of combined accounts, creating a stand-alone retention queue, and offering the retention team sufficient governed empowerment to retain customers.
•Re-defined the relationship between sales teams and CX teams: by streamlining key processes and feedback loops that capture the voice of the customer, and also have proper checks and balances for the sales team on the ground.
•Improving AHT SLA and ABD rates by 25% without an increase of staff: by creating a different reporting mechanism that allowed for clear layered performance visibility which allowed leadership to coach more effectively

Was honored to serve in a few strategic roles for Air France KLM, some of which included getting assigned to work in different countries in Europe & Africa Selected Financial & Operational Highlights
•Leading 700 FTEs CX operations: customer support contact center operations and for Transavia airlines (a daughter company of Air France KLM) 600 customer care reps across 5 sites, 7 languages, and 6 channels.
•Improving SLAs ABD and TAT for 2 high volume queues: Introducing micro-RTM model on the FR and English queues, which resulted in more operational efficiency in AHT and adherence, improving SLAs by 20%
•Improving Transavia Service Center P&L from 5% GP to 30% which resulted in $3.2mil per year cost savings: a 6months long project with the objective of a new internal contract and service agreement, agreeing on new prices. This assignment included tens of workshops between 4 Parent & Child companies, Air France, KLM, Transavia, and Bluelink, I was tasked to lead the negotiations and

Was honored to serve in a couple of operational and Commercial roles at Raya CX which is the number 1 BPO in the MENA region. Selected Financial & Operational Highlights
•Leading all new implementations, major changes & contractual affairs
•Program manage cross-functional team leadership
•Partner in sales process with the commercial team
•Senior focal points with all clients
•P&L & GP owner
•Managing a team of 4 project managers
•Main Clients are Etisalat UAE, Air France& KLM
•Employee of the year in 2015

Selected Financial & Operational Highlights
•Selected by the HOD to be the delegate on the entire NZ operations for 6 months
•Achieved "Exceeding Expectations" in 2009/2010 appraisal.
•Handling a team of 30 agents in the Vodafone New Zealand operations in Cairo Egypt
•Selected from more than 40 supervisors to take Qatar new market assignment.