For over 15 years, I’ve transformed sprawling, high-stakes operations into award-winning customer experience engines. My footprint now spans 250 facilities across 12 U.S. states and remote hubs on four continents, providing me with an end-to-end view of what world-class service looks like—from the first digital touch to back-office fulfillment.
Impact in Numbers
- + $500 million incremental revenue unlocked while cutting $150 million in costs through process redesign, AI-powered QA, and cloud-native CCaaS migrations.
- Over 1,000 agents, clinicians, and engineers worked in 24/7 multilingual environments—healthcare, logistics, SaaS, retail, fintech, real estate—with zero major compliance issues.
- 38% YoY growth and 28% EBITDA for a 10-service location network utilizing predictive staffing, omnichannel triage, and empathy-centric service design.
- Managed a $300M global service portfolio for 50 enterprise clients; reduced escalations by 20%, increased net retention by 18% through real-time VOC and NPS analytics.
- Launched three greenfield contact centers in under six months, each achieving CSAT 90+ and FCR 80+ within the first quarter.
What Sets Me Apart
- CX + Ops Hybrid Mindset – I brief the board at 30,000 feet, then dive into AHT, FCR, and handle time variance.
- Tech-Forward Leadership – Conversational AI, Gen-AI knowledge bots, sentiment routing; proficient in Salesforce Service Cloud, Genesys, NICE CXone, Talkdesk, Amazon Connect.
- Playbook for Scale – Site consolidation, M&A integration, and international expansion, including regulatory navigation in APAC, LATAM, and EMEA.
- Continuous Improvement DNA –Six Sigma practitioner merging Kaizen with human-centered design to eliminate friction and enhance loyalty moments.
- People First Philosophy – Leadership coach who believes EX = CX. I’ve reduced attrition by 30% and increased eNPS by 15 points through developing career pathways and cross-generational mentoring.
How I Create Value
- Identify hidden revenue drains and customer experience pain points with data forensic speed.
- Design future-state journeys that combine automation with a highly empathetic human touch.
- Implement repeatable, technology-enabled operating models—onshore, nearshore, and offshore.
- Develop resilient leaders who sustain momentum long after the launch fanfare fades.
Beyond the P&L
When I’m not working, you’ll find me volunteering at animal shelters, helping socialize rescue pets and improve their chances of adoption outcomes—because compassion and service start long before the first customer call.
