ibex

As the Senior Vice President of Digital Transformation at ibex Global I am responsible for shaping our digital solution offerings and leading our organization through a transformative journey. Responsible for developing and executing comprehensive digital strategies that harness the power of AI to drive operational efficiency, accelerate growth, and optimize customer experiences for our company and Clients.
Key Responsibilities:
* 		Strategic Leadership: Develop and communicate a clear vision and strategy for digital transformation with a focus on leveraging AI technologies to drive business outcomes and competitive advantage.
* 		AI Implementation: Oversee the identification, evaluation, and implementation of AI solutions across various business functions, including but not limited to marketing, sales, operations, and customer service.
* 		Technology Integration: Collaborate with IT and other cross-functional teams to integrate AI capabilities seamlessly into existing systems and processes, ensuring alignment with business objectives and scalability.
* 		Innovation and Experimentation: Drive a culture of innovation and experimentation, fostering a mindset of continuous learning and improvement to stay at the forefront of AI and digital trends.
* 		Change Management: Lead change management initiatives to ensure successful adoption of AI technologies and digital transformation initiatives across the organization, including stakeholder engagement, communication, and training programs.
* 		Partnerships and Ecosystem Development: Identify strategic partnerships and collaborations with technology vendors, startups, academia, and other industry players to access cutting-edge AI capabilities and accelerate innovation.
* 		Performance Monitoring and Optimization: Establish key performance indicators (KPIs) and metrics to track the effectiveness and impact of AI initiatives, driving continuous improvement and optimization.

SVP, Digital Transformation

EGConsulting

Digital Strategy, Executive Leadership advisory, Operational Efficiencies/Synergies, Expense mitigation, organization restructure, OPEX/CAPEX management, organizational transformation.

Chief Executive Officer

Frontier Communications

To develop revenue-generating programs and customer-securing/retention tactics, I interacted with top leadership on a daily basis. I also directly reported to the COO to discuss performance objectives and set goals. To keep top management informed and updated regarding targets completion, I prepared error-free monthly, quarterly, and annual financial reports and forwarded to higher authorities.

Key Accomplishments:
► Elevated customer experience by streamlining customer operations from cost to exceptional service delivery.
► Controlled budget and led 12 direct reports and 4K+ people globally operating smooth contact center operations in 9 locations, resulting in greatest revenue for sales and service channels.
► Delivered well-known veteran-owned leadership training, boosted performance, and ensured future readiness by coordinating with team and Roof Top Leadership Group.
► Spearheaded internal resources and maintained strong relationships with outside contractors (technical support tier 1-3, customer sales and service, and all support groups).
► Sustained financial stability by managing $220M+ budget yearly and fulfilled market-leading NPS performance in fiber markets with over 55 points. 
► Collaborated with different departments within the firm to gain better knowledge regarding ways to improve organizational areas and execute customer life cycle (LBGUPS).
► Supervised vendor partners with 2,800 frontline agents and guided and assessed training department, project management office, technology group, workforce, and operations/procurement team through strategic thinking and planning.

Group Vice President, Operations

While working as Vice President of Operations, I hired top-notch candidates and led day-to-day operational activities, demonstrating sound leadership abilities. By developing and implementing individual professional development plans and carrying out frequent performance evaluations, I successfully optimized supervisor’s skillset.


Key Accomplishments:

► Met and surpassed greatest revenue in operating region by providing operational leadership to approximately 650 service and sales contact center personnel, 40 sales and service supervisors, and 3 directors.
► Adhered with call center performance measures/metrics, leading towards increased customer satisfaction by evaluating and enhancing supervisor skill levels.
► Increased revenue and customer base by presiding over C-level meetings to share ideas and strategies.

Vice President Operations

On a regular basis, I brainstormed and created strategic plans and conducted effective performance assessments, supporting supervisor professional growth. To produce high-quality results, I managed daily operations and mentored/encouraged people. 

Key Accomplishments:

► Achieved recognition and ranked among company's top 20 executives with 18K workers by accomplishing 4 successful acquisitions and providing efficient services while meeting/exceeding set targets.
► Administered approximately 350 service and sales call center personnel, 12 sales and service supervisors, and 3 managers to manage company's operational activities.
► Met desired revenue within operating area by setting and integrating personal objectives with corporate goals.
► Maintained optimal performance standards by enhancing supervisor abilities and ensuring compliance with call center defined KPIs/metrics.
► Participated in C-level meetings and discussed and suggested strategies/plans for revenue maximization.

Director of Operations

First Data Merchant Services

During this role, I oversaw everyday account transactions and led entries, as well as provided substantial assistance in implementing relationship management cross-training efforts. To ensure staff development, I assured provision of training to individuals and aided in the establishment of additional merchant sites.

Key Accomplishments:

► Contributed significantly to product marketing via inbound/outbound sales channels.
► Investigated and identified cross-selling prospects for FDMS products by engaging potential customers and developing/strengthening business relationships.

Senior Enterprise Account Manager

With an extensive professional background that has led me to my current position as Senior Vice President of Digital Transformation at ibex, I have leveraged the capabilities of Artificial Intelligence, a profound understanding of customer journeys, and Information Technology to drive a significant shift in the realm of customer experience. My recent accreditation in AI and Business Strategy underscores my unwavering dedication to remaining at the vanguard of technological advancements.

At ibex, we are pioneering the transformation of industries through the seamless integration of state-of-the-art AI solutions, a mission that strongly resonates with my personal professional philosophy. My proficiency extends beyond the mere implementation of technology; I excel in formulating strategies and cultivating experiences that empower organizations to surpass their transformative objectives.

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