Kristina Hipolito-Lopez

Michigan, 1.8 Years, $22M Annual Revenue (5 Verticals, 1,300 FTE, 5 Geos)

• Transformed the quality of service of clients through innovative change management ideals and communication.
• Created an in-depth analysis around the client's landscape to create an optimized solution and strategy to increase client success rate, efficiency, and profitability.
• Championed a profitability-centered improvement initiative, gaining senior leadership buy-in.
• Lead both offshore and onshore Partner Success team by cultivating a culture that improves team's efficiency and continuous learning.
• Implemented best-in-class strategies that exceeded client expectations and improved performance through cross-functional collaboration with internal teams in building solution designs, resulting in increased client satisfaction and growth.

Michigan, 1.8 Years, $1.4M Annual Revenue (1 Vertical, 1,000 FTE, 3 States)

• Drove the success of the Retention, Sales, and Customer service of a large Telecommunication program and led sites to top quartile ranking and delivery of best-in-class performance.
• Ensured strong and consistent performance management, which resulted in the growth of new lines of business and a 150% increase in headcount.
• Drove financial profitability through consistent daily rigor in maintaining operational efficiencies and accountability across all levels.
• Developed and maintained relationships with key accounts to ensure customer satisfaction.

Philippines, 0.7 Years, $35M Annual Revenue (1 Vertical, 2,200 FTE, 5 Cities)

• Led and developed the client services team in managing a 2,200 FTE Telecommunication program and generated $35M annual revenue across multiple sites
• Created and implemented strategic account management plans that optimized the company's financial position and resource utilization.
• Established and managed financial forecasts and budgets by driving sites to optimum efficiencies and compliance, which leads to profitability.
• Built a process to help manage monthly reconciliation schedules and improve payment flow for clients.

Philippines, 3.2 Years, $18M Annual Revenue (1 Vertical, 1,000 FTE, 4 Cities)

• Key to the successful growth of the project, which started from 200 to 1000 FTE.
• Headed project implementation activities by overseeing processes that ensured repeatability of success at all sites.
• Accountable for client relationship management, service delivery, operational support, best practice sharing for global consistencies, escalation handling, security and compliance requirements, revenue forecasting, and delivery.
• Provided leadership in driving performance indicators by developing dynamic solutions that helped boost performance, which successfully lifted 2 sites up to the top quartile.