RENEE M. MARSHALL
Queens,USA
Summary
With extensive experience in Operations, BPO vendor management, Customer Experience (CX) strategy, and Lean Six Sigma process improvement, Renee brings a strong track record of driving performance, optimizing service delivery, and leading large-scale operational initiatives. Her expertise in data-driven decision making, workforce optimization, and cross-functional leadership positions her as a highly competitive candidate for senior leadership roles, including Director or Head of Operations, Customer Experience, or Business Transformation. Renee has successfully led global teams, improved KPIs such as ARPU, MRR, DY, CSAT, and NPS, and implemented strategic initiatives that enhance both customer satisfaction and revenue performance. Her ability to align operational strategy with business goals, while developing high-performing teams, consistently delivers measurable results.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Retention Vendor Manager
Optimum Telecommunications
Bronx, NY
02.2024 - Current
- Lead BPO vendor performance strategy across retention and sales channels to improve KPI performance.
- Conduct Monthly Business Reviews (MBRs) and governance routines to ensure vendors meet contractual KPIs and service delivery expectations.
- Analyze performance data to identify revenue leakage risks such as discount stacking and unauthorized credit application.
- Travel globally to conduct quarterly site visits.
- Partner with CX, Quality, Training, and Readiness teams to strengthen call flow execution and sales effectiveness.
- Drive mobile attachment and multi-product adoption strategies to improve customer value and retention outcomes.
- Lead calibration sessions and coaching frameworks to improve performance consistency across BPO partners.
- Improved vendor performance through structured governance and KPI accountability.
- Strengthened retention strategy through improved call flow execution and offer alignment.
- Led cross-functional initiatives improving customer satisfaction and operational efficiency.
- Applied Lean Six Sigma methodologies to streamline workflows and reduce performance gaps.
Team Lead of Engagement
Success Academy Charter School
New York, NY
01.2022 - Current
- Manage enrollment lifecycle performance, engagement strategy, and yield optimization initiatives.
- Analyze escalations to identify trends impacting customer retention and satisfaction.
- Implement technology solutions to improve operational workflow efficiency.
- Lead coaching and development initiatives to improve team engagement and performance.
Senior Operations Manager
1-800-Flowers
Jericho, NY
01.2020 - 01.2022
- Managed offshore and onshore BPO operations supporting voice, chat, and email channels.
- Monitored SLA, CSAT, and NPS metrics to ensure contractual performance standards.
- Utilized Voice of Customer insights to improve customer satisfaction and service delivery.
- Supported cross-functional initiatives including loyalty program implementation.
- Developed and implemented operational strategies to enhance efficiency and service delivery across multiple departments.
- Led cross-functional teams in optimizing supply chain processes, resulting in improved inventory management.
- Analyzed data trends to inform strategic decision-making and drive continuous improvement initiatives.
- Managed vendor relationships to ensure quality service levels and cost-effective procurement practices.
Operations Manager, Customer Service
HelloFresh
Newark, NJ
01.2018 - 01.2020
- Directed contact center operations for remote and onsite teams of 100+ employees.
- Improved CSAT scores by 20% through performance management and process improvements.
- Managed KPIs including SLA, productivity, occupancy, and quality metrics.
- Partnered with HR and recruiting to support workforce expansion initiatives.
- Oversaw daily operations to ensure efficiency and adherence to safety standards.
- Implemented process improvements to enhance workflow and reduce operational bottlenecks.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Director of Customer Service (Consultant)
AON Affinity
Garden City, NY
01.2017 - 01.2018
- Implemented service level strategies improving customer experience performance.
- Applied Lean Six Sigma methodologies to improve operational efficiency.
- Developed vendor audit cadence and KPI monitoring structure.
- Created and maintained customer service policies and procedures, contributing to improved customer retention.
Business Operations Manager
Verizon Telecommunications
New York, NY
01.2015 - 01.2017
- Led cross-functional engagement initiatives supporting product launches and employee programs.
- Managed vendor relationships, budgets, and program logistics.
- Developed communication playbooks aligned to leadership strategy.
Customer Relations Manager, Operational Excellence & Transformation
Verizon Communications
New York, NY
01.2011 - 01.2015
- Delivered $1.2M in cost savings through process improvement initiatives.
- Analyzed customer feedback data to identify root cause drivers of churn.
- Implemented scalable CX improvement strategies using Lean Six Sigma methodology.
Call Center Manager
Verizon Telecommunications
New York, NY
- Managed B2C sales and service contact center with 100+ agents.
- Led performance strategy across retention, quality, attendance, and revenue metrics.
- Implemented sales and retention initiatives improving overall performance.
- Supervised daily call center operations to ensure optimal service delivery and customer satisfaction.
- Implemented training programs for new hires, enhancing team productivity and knowledge retention.
- Analyzed call metrics to identify trends, leading to improved response times and issue resolution rates.
- Led staff performance evaluations, providing constructive feedback to foster professional growth and accountability.
- Collaborated with cross-functional teams to streamline processes, reducing operational bottlenecks and inefficiencies.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
Education
MBA - Marketing
University of The Southwest
MS - Organizational Management
University of Phoenix
BS - Sociology & Social Work
CUNY York College
AS - Liberal Arts & Sciences
LaGuardia Community College
Skills
- Operations Leadership
- BPO Vendor Management
- Retention Strategy
- Customer Experience Optimization
- KPI Development & Performance Management
- Lean Six Sigma Process Improvement
- Workforce Management (WFM)
- Revenue Growth Strategy (ARPU, MRR, DY)
- Quality Assurance & Compliance
- Voice of the Customer (VOC)
- Training & Coaching Frameworks
- Change Management
- Cross-Functional Leadership
- Contact Center Operations
- Salesforce
- Tableau
- Qualtrics
- Genesys
- Avaya
- Aircall
- Workday
- Mondaycom
- Google Workspace
- Microsoft Office Suite
- CRM Platforms
- WFM Tools
- SaaS Platforms
- Zoom
- Teams
- IVR/ACD Systems
Certification
- Lean Six Sigma Green Belt
- Project Management Certificate – Villanova University
- Digital Marketing Certificate – Rutgers University
Timeline
Retention Vendor Manager
Optimum Telecommunications
02.2024 - Current
Team Lead of Engagement
Success Academy Charter School
01.2022 - Current
Senior Operations Manager
1-800-Flowers
01.2020 - 01.2022
Operations Manager, Customer Service
HelloFresh
01.2018 - 01.2020
Director of Customer Service (Consultant)
AON Affinity
01.2017 - 01.2018
Business Operations Manager
Verizon Telecommunications
01.2015 - 01.2017
Customer Relations Manager, Operational Excellence & Transformation
Verizon Communications
01.2011 - 01.2015
MS - Organizational Management
University of Phoenix
BS - Sociology & Social Work
CUNY York College
AS - Liberal Arts & Sciences
LaGuardia Community College
Call Center Manager
Verizon Telecommunications
MBA - Marketing
University of The Southwest