Open to opportunities

M Tan

@mtan

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Senior customer experience and service leader driving CX transformation and operational excellence.

United States

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What I'm looking for

I seek senior roles where I can lead CX transformation, scale multi-site operations, develop talent, and drive measurable improvements in NPS, efficiency and revenue.

I am a senior customer experience and service leader with 24+ years delivering CX, contact centre, and operational transformation across retail, finance, government, BPO and technology sectors. I have led multi-site operations, sales and training functions, and large program portfolios—driving profitability, process improvement and customer loyalty while integrating finance and operations to meet strategic objectives.

I am a consultant, speaker, trainer and COPC CX Implementation Leader 6.0 with a track record of building high-performing teams, implementing digital and omnichannel strategies, and leading learning & development and change initiatives. My strengths include program and project leadership, sales and account management, Lean Six Sigma principles, CRM and workforce optimization to improve NPS, reduce costs and increase revenue.

Experience

Work history, roles, and key accomplishments

Current

BG Head of Sales Operations

Current

Uniwide

Oct 2022 - Present (3 years 3 months)

Translate business goals into departmental objectives, implement dashboards and cost‑optimization strategies, and drive retail performance improvements across stores to increase profitability and inventory turnover.

Sales Operations retail management Dashboards Inventory Management Cost Optimization CRM Forecasting Team Leadership

Sales Head of Retail Operations

Uniwide

Oct 2016 - Dec 2022 (6 years 2 months)

Led retail operations and HR alignment to improve store performance, drive sales through coaching and meetings, and implement succession planning and employee engagement programs over a six‑year period.

Retail Operations Sales Coaching Succession Planning Performance Management Dashboards

Retail Training Manager

Bayer

Dec 2014 - Sep 2018 (3 years 9 months)

Managed project lifecycles and multi‑project delivery, oversaw vendor and stakeholder management, and drove business development and pre‑sales activities to expand service offerings.

Project Management Stakeholder Management Vendor Management Training Development Change Management Pre Sales Budgeting Process Improvement

Head of Global Customer Support

Script BPO

Nov 2013 - Jan 2018 (4 years 2 months)

Directed multi‑site customer support operations, established KPIs to improve satisfaction and efficiency, implemented processes to increase productivity and revenue, and developed leadership and training programs.

Process Improvement Workforce Management Training Development KPIs Customer Satisfaction

Director of Development

Script BPO LLC

Jan 2014 - Dec 2014 (11 months)

Led training and development functions, designed leadership and onboarding programs, managed budgets and delivery timelines, and improved employee performance through structured learning solutions.

Learning Development Leadership Development Onboarding E Learning Budget Management Mentorship

Senior Manager for Accounts - BPO

Avion Systems

Jan 2013 - Dec 2014 (1 year 11 months)

Provided global account leadership across multiple industries, engaged with boards and analysts on strategy and financial performance, and managed client relationships for large BPO engagements.

Account Management Client Engagement BPO Financial Reporting Strategic Planning

VP Sales

LAP Consulting

Jan 2012 - Dec 2013 (1 year 11 months)

Led CxO engagement and large‑deal practice development, owned RFX responses and pipeline generation, and drove sales of digital operations and transformation services in banking and capital markets.

Enterprise Sales Bid Management Digital Operations Banking Domain Pipeline Development Stakeholder Management P L Ownership

Head of Sales, Training and Customer Service

Credit Suisse

Jan 1999 - Dec 2011 (12 years 11 months)

Drove account mining and outsourcing sales, managed pipeline and renewals, and led initiatives to meet revenue and profitability targets while ensuring SLA/KPI governance with clients.

Sales Strategy Outsourcing SLA Pipeline Management Revenue Growth Digital Operations

Director of Customer Service / Sales

Verizon

Jan 1995 - Dec 1999 (4 years 11 months)

Led customer engagement and sales strategies across channels, presented product demos to clients, and managed long‑term customer relationships to drive adoption and revenue.

Customer service management Sales Product Demonstrations Client Relationships KPIs Negotiation