Proven Success in Customer Support & Change Management

To illustrate the impact of my work, I’m sharing two key examples that highlight my approach and results in different contexts. These case studies provide a deeper understanding of how I’ve helped organizations navigate complex challenges and achieve their goals.

  • Case Study: Transforming Customer Support for a Well-Known Client

    This case study, written about my work with a prominent client, showcases how I addressed specific challenges in their customer support operations. By implementing strategic changes and leveraging innovative solutions, I was able to significantly improve their customer satisfaction scores, reduce costs, and enhance overall operational efficiency. This example demonstrates my ability to drive meaningful results for high-profile clients.

  • Financial Institution: Leadership in Action

    During my time at Capital One, I led a 130-employee fraud support operation through a critical site closure, achieving impressive results. This included a 5% increase in productivity, a doubling of Net Promoter Score (NPS), and $1.7 million in savings through process improvements. My work at Capital One is a testament to my leadership in high-pressure situations and my commitment to delivering excellence, even under challenging circumstances.