At BioLongevity Labs, I raised Ringly’s call resolution from 15% to 73% without adding headcount. I also trained and maintain an AI chatbot for common questions across email and chat.
At AWP Safety, I led 10 analysts handling billing operations and dispute resolution, and automated workflows that improved processing efficiency by 28%. I also served as a key stakeholder in a Microsoft Dynamics 365 implementation for 2,000+ employees.
At Ameridial / Fusion BPO, I managed a $25M client portfolio and domestic, nearshore, and offshore vendor partners. I launched a Quality-as-a-Service business line that added $5M in its first year and raised client CSAT by 37%.
