SUMMER CARMICHAEL

Accepted in MBA program, International Business

• Led global customer success strategy, aligning onboarding, adoption, and retention strategies to drive measurable gains in customer satisfaction and revenue.
• Built KPI dashboards and CX scorecards, providing executive visibility and reducing churn.
• Created job descriptions, SOPs, workflows, process documentation, tracking tools, and SharePoint training portal.
• Automated high-volume workflows (3.5K–6.5K emails/day) using AI, improving response times and service quality.
• Scaled global teams (300+; onshore/offshore, 24/7 model), reducing overtime costs by 27%.
• Partnered with Product, Sales, and Finance, aligning customer experience with revenue growth and lifecycle outcomes.
• Owned P&L and budget forecasting, driving financial discipline and board-level operational reporting.

• Built global KPI frameworks and performance dashboards, improving service visibility and identifying at-risk accounts.
• Led global operations (300 FTEs; NA/EMEA/APAC), aligning delivery with corporate strategy and regulatory requirements.
• Optimized vendor strategy and SLAs, increasing offshore utilization from 8% to 23%.
• Implemented career pathing and succession frameworks, increasing internal promotions by 18%.
• Drove cross-functional alignment with Product and Sales, accelerating delivery and increasing NPS/CSAT by 3 points.
• Scaled and developed global teams, increasing capacity 65%, improving engagement 28%, and reducing attrition 73%.

• COVID-19 era; Transitioned to consultant while taking care of ailing family member.
• Advised clients on operations, organizational design, and strategy, improving efficiency and scalability.
• Led process transformation initiatives, identifying gaps and implementing technology-enabled solutions.
• Supported restructuring efforts, enhancing operating models and long-term performance.
• Provided ongoing career coaching and mentorship, supporting professional development across industries.

• Led client operations supporting $300M in SaaS-enabled revenue, improving satisfaction and retention.
• Partnered with Sales to drive renewals and expansion, increasing client lifetime value.
• Streamlined operations across 11 locations, implementing KPIs and achieving peak EBITDA of 24.8%.
• Introduced digital and virtual engagement solutions, improving client experience and reducing event costs.
• Built and led high-performing teams (140+ across 6 states), earning 5 consecutive MVP Service Awards.