Sr. Director Global Client Experience and Operations
August 2012 — Present
Operations executive overseeing people, processes and technologies globally and across multiple functions; scope of responsibilities have direct impact on the financial performance of the company.
• Orchestrate a global master Data Management strategy and operations. Reengineering workflows and system integrations on client information across sales, finance, consulting, service delivery and customer support.
• Direct the tracking and monitoring of key performance metrics across teams to ensure service delivery targets are met and to optimize resource allocation.
• Build and run customer engagement and loyalty programs centered around the use of analytics for decision-making.
• Net Promoter Score to track and monitor client loyalty (currently over 9 million users worldwide) as a key business initiative to drive a 95% client retention rate.