Managed vendor partnership with BPO provider, overseeing 20+ agents and team leads while maintaining 85%+ CSAT through SLA compliance and performance monitoring. Additionally, I implemented our first generative AI support across omni-channel platforms, achieving 30%+ automation rate and reducing response times to seconds. I trained and quality-tested AI system on product knowledge parameters, achieving 80% CSAT within 6 months through iterative refinement and performance monitoring.

Led turnaround strategy for 20+ team members and BPO partners, eliminating 9K ticket backlog through structured execution and accountability. My team increased CSAT by 20% in under 6 months using a data-driven approach to drive efficiency and customer satisfaction, reducing support times from days to minutes. Additionally, I implemented automated flows and a robust resource center for customers, reducing inbound tickets during peak seasons by 30%.

Publishing

Columbia University

2017