Responsible for executing customer service operational strategies internationally. Served as principal consultant and business strategist for international matters to the head of Yahoo! CC.
• Integrated existing and newly acquired regional teams (Europe, Asia, and Latin America) into global CC’s direction and organization, providing a consistent, customer-centric strategy and gained efficiencies in systems, processes and resources.
• Responsible for regional budgeting process with in-country CC, finance and HR teams.
• Supported strategy, planning, budgeting, and transition of centralizing European operations, resulting in $2 M savings, in which nine country teams were centralized to Dublin, Ireland.
• Led offshore outsourcing vendor selection in Asia to identify cost-effective multi-lingual, multi-channel solution.
• Directly managed a team of 12 in UK, Asia and Latin America. Tripled service level in Brazil and UK while maintaining flat headcount within financial quarter.
• Hosted Global CC Summits (60+ delegates from 20 countries and 100 live web cast attendees).