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@michelleignazio
Dynamic operations leader with 15+ years in customer success.
I am a dynamic and results-driven operations management leader with over 15 years of experience in optimizing processes, leading cross-functional teams, and delivering exceptional customer success. My proven expertise in driving revenue growth by 10-20% annually, reducing costs by an average of 20%, and enhancing customer satisfaction by 10-15% has been instrumental in my career. I am skilled in implementing Lean Six Sigma principles and fostering continuous improvement to solve complex business challenges.
Throughout my career, I have been recognized for spearheading global strategies, exceeding KPIs, and achieving operational excellence in fast-paced environments. At Webhelp/Concentrix, I led three international teams, resulting in a remarkable 52% revenue increase across major global accounts. My commitment to innovation and excellence drives me to seek a leadership role where I can further elevate customer satisfaction and deliver measurable business impact.
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Work history, roles, and key accomplishments
Webhelp / Concentrix
Apr 2021 - Jul 2024 (3 years 3 months)
Led three international teams, driving a 52% revenue increase across major global accounts. Created comprehensive playbooks and standardized processes, improving operational consistency and global efficiency. Conducted customer journey mapping and facilitated Lean Six Sigma training, optimizing workflows and contributing to a 60% revenue surge.
Kawneer
Jan 2016 - Dec 2021 (5 years 11 months)
Scaled a startup sales and manufacturing service center, achieving 48% revenue growth and growing the team from 5 to 25. Reduced inventory by 42% through just-in-time practices, cutting overhead and improving turnover. Recognized for leading the best start-up in company history.
YKK AP America, Inc.
Apr 2007 - Dec 2016 (9 years 8 months)
Designed standardized service center models, driving consistency across locations and improving on-time order entry from 83% to 96% and accuracy from 74% to 94%. Led Lean Six Sigma initiatives, boosting productivity by 45% companywide. Launched a Safety Compliance Program, raising safety scores from 80% to 96%.
YKK AP America, Inc.
Nov 2002 - Apr 2007 (4 years 5 months)
Developed a scalable sales operations model replicated across the United States, enhancing performance nationwide. Managed the top-performing sales operation nationwide for five consecutive years, overseeing front office and warehouse operations. Optimized workflows using Lean methodologies, achieving a 50% productivity increase in less than six months.
YKK AP America, Inc.
Dec 1998 - Nov 2002 (3 years 11 months)
Coordinated key accounts for mid-to-large-scale projects, from pre-construction to on-site installation. Performed material take-offs, estimating, and order entry, ensuring compliance with project specifications. Partnered with engineering teams and organized site meetings to address and resolve production through installation challenges.
Degrees, certifications, and relevant coursework
Software and tools used professionally
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