Proactive, self-driven manager with 1 5 + years of experience coordinating operational policies and user-focused support in consumer service, outsourcing, customer experience, and procurement. Strong background in leading IT support services, including the implementation of new software applications. Team player, with effective cost reduction strategies. Positive work ethic and strong interpersonal skills. Outstanding negotiator, able to develop and enhance relationships with customers, salesforce, and vendors using a “customer first” mentality. Accomplish objectives as well as capitalize on products and return business. Adept at analyzing trends for forecasting, managing budgets, and implementing tier-two support structures. Team Leadership & Personnel Growth: Passion for building high-performing teams and empowering accountability through a commitment to ensure quality service. Budget Management: Analyze expenditures and cash management to ensure operations are within cost controls. KPI Management: Prepare statistics and reports; analyze key performance indicators (KPIs) and key metrics such as customer satisfaction, average handle time, customer advocacy, and retention rate. Sourcing & Procurement: Develop sourcing strategies, ensure compliance to initiatives, and deliver P&L savings. Quality Assurance: Optimized a successful QA program to capture the “Voice of the Customer” and implement improvements from various findings.