Omar Lambiro
Plantation,Florida
Summary
Forward-thinking global Operations leader devoted to minimizing risk, maximizing profits and overseeing dramatic business changes. Tactical and decisive leader, passionate about building, hiring, mentoring and coaching team members with an insightful approach.
Overview
15
15
years of professional experience
Work History
Global Director, Client Operations & Renewals
Magnit
Fulsome, CA
03.2022 - 07.2023
- Leading SaaS / MSP provider serving global organizations within multiple sectors
- Reported to CCO & GVP Client Engagement
- Support (hire/mentor/coach) global operations, client success & enterprise client service teams
- Annual GP $172M
- 98.7% Annual Client Renewal/Retention rate (
- Positive attrition)
- Led all CSAT (98%) /NPS (32) client survey initiatives
- Established pipeline reporting and performance dashboards shared with executive & board members
- Direct dealings with COO, CFO & SVP Sales on new and existing customer strategies.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Hired and onboarded team members to meet immediate and expected demand.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Enterprise Director, Customer Success
Modernizing Medicine
Boca Raton, FL
09.2018 - 02.2022
- Leading EHR/SaaS solutions provider
- Ranked #1 in Client Services for 7 straight years by Black book
- Hire, train, mentor and performance manage the Enterprise AM / Customer Success teams
- Form long term Sr
- C level internal and external relationships
- 100% Client retention
- Renew and expand customer contracts, ARR uplift: 12% ($52m), NRR: 125.3% NPS: 47
- Direct dealings with CEO, CFO, CRO, CMO, CISO & SVP Sales on new and existing customer strategies
- Resolve customer escalations as needed, alone and collaboration with MMI leadership.
- Guided and motivated staff to drive maximum performance.
- Recruited, hired and trained employees on operations and performance expectations.
- Built strong referral network to generate new business opportunities.
Director of Business Operations
Envision Physician Services
Plantation, FL
06.2017 - 09.2018
- National leader in managed care solutions
- Built, hired, coached and mentored Client Services and Contact Center Operations departments
- ARR: $110m
- Analyze, evaluate, and improve KPI’s – revenue, service levels, staffing capacity, occupancy & retention
- Maintain relationships with executive customer contacts, develop project timelines and budgets.
- Acted as liaison between multiple departments to support operational productivity and represent corporation.
- Managed company operations, providing first-class customer service and cost-effective management of resources while promoting revenue, profitability and production growth.
National Director, BPO Operations
Convey Health Services
Sunrise, FL
01.2013 - 06.2017
- Outsourced solutions provider Fortune 500 companies
- Led, expand, and retain highly visible partnerships with an ARR of $47m
- Lead a team of 380 customer excellence team members along with regional Account Executives providing customer success, sales, membership, and claims management
- Avg annual Service levels: 94%, Abandon rate: < 1 %, Retention: 99%, Resolution < 24hrs: 97.3%.
Sr. Client Manager, BPO/Call Center Operations
CCG
Sunrise, FL
01.2009 - 01.2013
- A leading provider of 3rd party insurance & white label marketing programs for Fortune 500 firms
- Hire, train and responsible for multi -site contact centers, including outsourced vendor relationships
- Responsible for contracts negotiations and driving net annual revenue of $117M.
Education
Bachelor of Science, Economics -
Pennsylvania State University
University Park, PASkills
- Revenue Generation
- Risk Mitigation
- Strategic Planning
- Financial Leadership
- P&L Management
- Customer Relations
- Growth Planning
- Service Quality Improvement
- Business Planning
- Talent Management
- Customer Retention
- Profit Generation
- Sales Analysis
- Financial Management
- New Business Development
- Performance Analysis
- Operations Management
- Leadership/Communication Skills
- Account Management
- Operations Oversight
Timeline
Global Director, Client Operations & Renewals
Magnit
03.2022 - 07.2023
Enterprise Director, Customer Success
Modernizing Medicine
09.2018 - 02.2022
Director of Business Operations
Envision Physician Services
06.2017 - 09.2018
National Director, BPO Operations
Convey Health Services
01.2013 - 06.2017
Sr. Client Manager, BPO/Call Center Operations
CCG
01.2009 - 01.2013
Bachelor of Science, Economics -
Pennsylvania State University
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