Orchestrate business development strategy with ownership of sales, support, and training. Cultivate channel partnerships and client relationships to drive growth. Generate new sales opportunities through expansion of point-of-sale accessibility to AppleCare products. Partner with sales leads and key account managers to support responses to bids and tenders for enterprise, education, and government sectors. - Drove new product launch operations from end-to-end for AppleCare+ in Southeast Asian markets. - Harnessed cross-functional teams to grow Korea product sales by factor of eight in one year. - Devised and delivered Thailand sales plan that doubled results in one year.

Conducted root cause analysis on complex operations to identify opportunities for improvement. Collaborated with contact centres and vendor management to create action plans that enable measurement of solution accuracy. Developed processes that enable achievement of high-performance quality targets. Managed outsourced suppliers through diligent observation, validation, and progress monitoring of all deliverables. Tracked support metrics including customer feedback analysis and agent- customer interactions. - Launched four outsourced suppliers to deliver customer-facing technical support in Brazil. - Achieved best-in-class AppleCare Support results of 90% customer satisfaction through targeted process and procedural improvements.

Spearheaded cross-functional quality and training initiatives to ensure excellent customer support experience. Identified knowledge gaps and managed team of four to develop instructional solutions. Scheduled efficient changes to procedures, policies, and products. Sustained information flow between Arvato and PayPal (LATAM and US) to deliver continuous business support. Championed PayPal culture in contact centre operations. - Enabled successful launch of first PayPal Customer Support in Brazil by structuring quality and training operations from ground-up. - Leveraged customer insights to develop customer satisfaction and loyalty strategies that achieved high Net Promoter Score results.