Description
A motivated accomplished Customer Success Leader and Executive with proven performance directing large global operations and 'start-up companies' experiencing massive growth. Managing Global Cross Functional Teams in technology and application support, supporting multiple Financial products including Payments, Loan Syndication, Energy and Finance systems installed on premise, SaaS/Hosted and Cloud. Experienced and diversified across customer-facing activities Customer Services, Sales Support, Training, Relationship Management, Customer Advocacy and Project Management. Design and implemented best-in-class support strategy, maintain high client satisfaction "NPS" (Net Promoter Score), proven track record of improving the support experience. Open communicator at all levels with demonstrated business and strategic vision. High-performing leader can inspire and manage cross functional and multi-cultural teams to achieve exemplary results. Accomplishments Actualized 21% increase in productivity resulting from effective employee mentoring. Creating a scalable global culture to optimize efficiency and deliver quality service. Spearheaded development of innovative in-house training tools infusing advantageous staff enrichment. Delivered initiatives to increase productivity, optimize cost efficiency, and improve customer relationships. Strategize, design, develop, deploy and transition business processes on Salesforce.Com and ServiceNow. Leveraged lean processes and tactical planning, bringing in 10% direct utilization increase. Removed operational complexities by establishing product-specific checklists to ensure tools and processes accurately monitor, measure, and address customer capability and information submission gaps. Actualized 21% increase in productivity resulting from effective employee mentoring. Creating a scalable global culture to optimize efficiency and deliver quality service. Spearheaded development of innovative in-house training tools infusing advantageous staff enrichment. Delivered initiatives to increase productivity, optimize cost efficiency, and improve customer relationships. Strategize, design, develop, deploy and transition business processes on Salesforce.Com and ServiceNow. Leveraged lean processes and tactical planning, bringing in 10% direct utilization increase. Removed operational complexities by establishing product-specific checklists to ensure tools and processes accurately monitor, measure, and address customer capability and information submission gaps.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| Open Link | Director, Global Operations And Support | 9/2014 - 6/2018 |
| Fundtech | Head Of Customer Services | 10/2013 - 7/2014 |
| Misys | Global Head Of Customer Services Senior Product Support Manager | 1/1998 - 6/2013 |
| Independent Consultant | (Help Desk Services) | 1/1995 - 3/1998 |
| Prudential Securities Inc. | (Team Lead) | 6/1985 - 1/1995 |
Accomplishments
Highlights:
Companies I like:
Vista Equity Partners, Infosys, Salesforce, Temenos, FIS, Sungard, NICE Actimize, allscripts, wolters kluwer, Honeywell, Fiserv, fundtech, Bloomberg, Broadridge, Finastra, Misys
Job Skills
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