At Meta, I led a 200-member Global B2B Enterprise Support Organization across Enterprise Technical Support, Premium Support, and Program Management. Eight key programs improved customer effort scores by 15% and customer retention by 20% in 2022.
I also managed a global customer service operation and worked across product, sales, and engineering to improve service metrics. By overhauling vendor relationships with three global BPOs, I reduced operational expenses by 30% while managing a $6.5M budget.
At Facebook, I directed B2B SaaS technical support for Facebook Workplace across the NORAM and LATAM regions. Operational changes increased response efficiency by 35%, and escalation improvements reduced resolution time by 40%.
At PayPal, I coordinated enterprise merchant integrations and cross-functional solution deployments for Fortune 500 companies. Those deployments reached a 95% customer satisfaction rate, generated $8M in incremental revenue, and reduced client support costs by 25% through automation. I now provide leadership coaching and consulting for SaaS, fintech, and large technology organizations.
