Nataliya Malhotra
Westbury
Summary
Strategic and results-driven Director of Customer Success with 6+ years leading remote teams and optimizing high-volume B2B, healthcare, and technology client experiences. Expert in improving client retention and scaling operations to support 50,000+ monthly calls through data-driven strategies, process optimization, and SaaS/CCaaS (Contact Center as a Service) systems. Skilled in client lifecycle management, onboarding, cross-functional collaboration, and workflow automation. Multilingual (Italian, Ukrainian, Russian) and HIPAA-compliant.
Overview
6
6
years of professional experience
Work History
Director of Customer Success
Call Center Systems
Farmingdale
12.2024 - Current
- Lead and develop a fully remote team of supervisors, agents, and QA analysts supporting 20+ high-volume client programs.
- Oversee end-to-end service delivery across 50,000+ monthly calls for multi-state clients.
- Increased onboarding efficiency by 40% and implemented customer health scoring, achieving a 96% client retention rate.
- Drive continuous improvement via feedback loops, reporting insights, and trend analysis to elevate customer satisfaction.
- Partner with Finance to ensure accurate invoicing and SLA compliance.
- Review and negotiate client contract amendments aligning service scope, pricing, and operational requirements.
Senior Operations Manager
Call Center Systems
01.2024 - 11.2024
- Directed daily operations across multiple large client accounts and aligned workforce planning with business priorities.
- Reduced call abandonment rates by 10% through optimized staffing, scheduling, and targeted coaching.
- Managed hiring and biweekly payroll for 100+ remote employees.
- Improved SLA performance through cross-functional collaboration and data-driven operational adjustments.
Senior Project Manager
Call Center Systems
01.2023 - 12.2023
- Led full lifecycle client implementations, including scoping, onboarding, and rollout.
- Built executive dashboards and reporting frameworks to track performance and KPIs.
- Administered and enhanced Five9 configurations to support complex, client-specific workflows.
Technology Specialist
Call Center Systems
10.2019 - 12.2022
- Configured and maintained Contact Center as a Service (CCaaS) and CRM systems (Five9, IVR, ACD, QA, WFM).
- Designed workflow automation, reducing manual processes and improving client efficiency.
- Delivered technical training to internal teams and client organizations.
- Built performance dashboards for ongoing client optimization and review.
Education
Bachelor of Science - Business Administration
SUNY Empire State University
Skills
- Customer Retention & Lifecycle Strategy
- Remote Team Leadership & Coaching
- SaaS & CCaaS Operations
- Customer Journey Mapping & Experience Optimization
- Workflow Automation & Quality Assurance
- Onboarding & Adoption Management
- Performance Metrics & KPI Tracking
- Cross-Functional Collaboration
- HIPAA & Healthcare Compliance
- Excel
- Data Analytics
- Smartsheet
- Mondaycom
- Asana
Timeline
Director of Customer Success
Call Center Systems
12.2024 - Current
Senior Operations Manager
Call Center Systems
01.2024 - 11.2024
Senior Project Manager
Call Center Systems
01.2023 - 12.2023
Technology Specialist
Call Center Systems
10.2019 - 12.2022
Bachelor of Science - Business Administration
SUNY Empire State University