Led a 400+ person call center driving operational efficiencies and integrating a completely separate CS department to increased KPI’s while simultaneously spending less to achieve those metrics.
Steered the executive proposal and subsequent execution of a process to realign our percent of CS temporary staff and shift this from 30/70 to 70/30. This was done to create an improved culture and address high attrition rates. The savings gained from the attrition savings is being used to offset the cost of the conversions leading to a net zero cost overall. Projected overhead savings of $2M annualized.