I have successfully managed operations that include customer care and field services that delivered measurable improvements for customers while delivering shareholder value (e.g., reduce cost to serve, improved productivity). I have successfully launched quality initiatives such as Customer Experience and Continuous improvement for small to mid-size companies ($130M) to large global companies. C-level executive responsible for post-sales operations from onboarding, customer care, social media and continuous improvement of fast growth business, which is a Hunter Douglas company, the global leader in window treatments. Led multi-level organization with a span of control of 400 with 100 in Customer Care who handled 12K to 20K inbound call volume. Improved cost-to-hire by reducing employee churn rate from 60% to less than 20% in six months by improving key drivers of employee experience with a focus on lowering regrettable attrition. Reduced cost per call by a sustainable 33.4% while revenue grew 9.9%. Improved first-time customer success rate from 81.7% to a sustainable 83.3% average (and a high of 88%), yielding an annualized financial benefit of $2.2M.