People & Operations Leader
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People & Operations Leader | Customer Experience & Support Operations | Contact Centers, BPO & Vendor Management | Driving Best-in-Class Support Teams & CX Excellence
📌 Visa Inc. | Director – Global Client Care Operations
📍 Doral, FL | 🗓 2022 – 2024 | Financial Services Industry
Led B2B account management, sales strategy, and service optimization for Visa’s global financial services network, overseeing 300+ leaders and staff and supporting 2,000+ financial institutions worldwide.
✔ Managed executive-level client partnerships, aligning Visa’s CX operations and outsourcing strategies with financial institution needs.
✔ Drove 15% revenue growth by optimizing service offerings and increasing bank card replacement approvals from 32% to 82%.
✔ Implemented AI-driven automation and digital self-service tools, leading to higher customer engagement and improved Medallia scores.
✔ Negotiated multi-million-dollar service contracts with financial institutions, improving service delivery and revenue streams.
✔ Orchestrated global outsourcing expansion, hiring and training in-house teams in Colombia, Singapore, Philippines, and Germany, while managing BPO operations in Colombia to scale service delivery.
📌 Lennox International Inc. | Senior Manager – National Service Accounts, Billing & Account Management
📍 Fort Lauderdale, FL | 🗓 2018 – 2021 | HVAC Industry
Oversaw strategic account management, revenue cycle operations, and client retention for a $200M annual service contract business in the HVAC industry, leading sales growth, contract negotiations, and digital transformation initiatives.
✔ Managed multi-industry client relationships, expanding existing business lines through strategic outsourcing solutions.
✔ Negotiated multi-year service contracts, strengthening client retention and profitability.
✔ Reduced Days Sales Outstanding (DSO) by 31% and cut aging accounts from $5M to $200K (-96%), improving cash flow.
✔ Implemented AI-driven Billing BOT automation, increasing invoicing efficiency by 80% and reducing errors by 99%.
✔ Deployed Zendesk contact center solutions, improving customer service KPIs and response times.
📌 Macy’s, Inc. | Assistant Store Manager & Merchandise Operations Manager
📍 Various Florida Locations | 🗓 2012 – 2017 | Retail Industry
Held leadership roles overseeing P&L, operations, and customer engagement strategy for multiple high-revenue locations, including a $135M flagship store.
✔ Increased online order fulfillment by 35% and boosted sales through inventory and merchandising optimization.
✔ Recovered $190K in lost revenue by streamlining service and fulfillment operations.
📌 Medical Office Biller | Healthcare Industry
📍 Florida | 🗓 Early Career
✔ Processed insurance claims for both in-network and out-of-network (OON) payers, handling claims submission, reimbursement negotiations, and denial management.
✔ Developed payer authorization workflows, expediting claims approvals and revenue recovery.
✔ Ensured compliance with billing regulations while liaising with insurance providers, patients, and healthcare administrators.
📌 Dental Office Manager (Medwaiver-Focused Practice) | Healthcare Industry
📍 Florida | 🗓 Early Career
✔ Managed billing, payer negotiations, and Medicaid reimbursement processing for a dental office serving Medwaiver patients.
✔ Specialized in OON claims resolution, ensuring maximum reimbursement and revenue optimization.
✔ Led compliance-driven billing strategies, reducing claims denials and improving payer-provider coordination.
