mcampbell

Founded and scaled the automation function in Costa Rica, delivering $245,960 in annual savings and 38,730 work hours eliminated through process automation. Led global operational workflows with 22–60 associates across content operations, metadata quality, and launch readiness. Oversaw program execution for 200,000+ content assets annually, ensuring 100% launch success across partners such as HBO Max, FOX, Peacock, Apple TV and Crunchyroll. Partnered with senior program stakeholders to translate operational pain points into scalable workflow improvements and governance standards.

Led and coached 12 Support Engineers in cloud service case management, improving throughput and resolution speed. Designed and implemented a case distribution operating model, reducing engineer caseload by 40.8% and establishing routine reporting rhythms for leadership visibility. Promoted AI-enabled workflows using Copilot, training staff in prompt engineering to improve accuracy and efficiency in customer case handling.

Led 15-17 Customer Service Representatives, achieving 98%-100% order release within 24 hours for 10+ months. Analyzed and presented weekly NPS using SharePoint, Excel, and Medallia. Created a BI tool for centralized data and analytics, enhancing decision-making for Team Leaders.

Designed an Excel tracker for Credit Notes, Orders, and Claims, streamlining financial documentation and reporting processes. Generated financial revenue reports across multiple markets (USA, Mexico, France, Dominican Republic, and Trinidad & Tobago) using SAP and Excel, enhancing financial transparency and decision-making. Conducted detailed reviews and analysis of purchase orders within SAP for the Coca-Cola Export Corporation, ensuring accuracy and compliance. Addressed and escalated supply chain and pricing issues across various Coca-Cola manufacturing locations globally, facilitating resolution and maintaining supply chain integrity.

Managed multi-channel customer communications (chat and calls), achieving 100% positive responses while maintaining an Average Handle Time (AHT) of 1–2 minutes. Trained the first wave of Resolution Specialists in India, leading 10+ specialists and teaching best practices for policy-based resolution decisioning, quality standards, and consistency.

Led 15-25 agents to exceed weekly KPIs across multiple support channels. Launched a program with 30 associates to streamline positive contact reporting, reducing resources and improving response times. Enhanced customer satisfaction by 10% through the development of SOPs and weekly data analysis of customer interactions. Reduced missed customer contacts by 68.13%, improving customer retention rates through strategic customer engagement initiatives.

Provided mentoring and coaching to frontline agents, improving decision-making quality and KPI performance across customer support operations. Reviewed and approved or denied high-value concessions ($1,000–$5,000) in compliance with policy, ensuring financial accuracy and risk control. Created and managed escalation tickets for critical customer experience and site-related issues, enabling faster resolution and cross-team alignment. Supported project and operational initiatives focused on performance improvement, quality consistency, and customer satisfaction.

Delivered high-volume, high-quality customer support (105+ calls/week) with an AHT of 1.5–2 minutes, consistently exceeding efficiency and quality targets. Achieved 100% positive customer responses across US, Mexico, and Canada, handling complex cases including package issues and fraud analysis. Applied policy-driven concession analysis and performed quality data analysis to identify root causes and drive continuous improvement.