Windy Mesquita
Pleasant Hill,CA
Summary
Results oriented professional with a demonstrated record of leadership in developing and growing successful teams and business relationships. Experienced in all phases of organizational growth, with the ability to exceed expectations in multi-functional environments. Proven record in the development and growth of sales, customer service, client management, account management and business operations. Recognized for growing quickly and profitably, driving enterprise wide customer value, sound decision-making, expanding relationships and superior execution. Experience includes over 20 years managing Global Call Center Operations and Improving Customer experience. Directly responsible for Inbound Sales, Customer Service, and Technical Support programs for Major Wireless/Telco, Cable/Media and Computer Technology accounts. Grew a division within a Global Outsourcer from $3M to $63M in annual revenues, with over 3,000 employees, across 8 global centers
Overview
32
32
years of professional experience
Work History
VP Global Customer Success
Fastly Inc.
02.2020 - Current
- Responsible for leading, expanding, and mentoring the Customer Success team by setting the strategy and prioritizing Objectives and Key Results (OKRs/KPIs), hiring, onboarding, training, rebalancing, and developing a world-class team.
- Architecting the customer success organization and engagement model to leverage and scale in support of our revenue ambitions, namely retention and expansion.
- Driving customer lifetime value by defining the customer journey; deploying programs to help drive adoption and business value with customers, defining listening posts throughout the customer journey, as well as intervention points when needed
- Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
- Coordinating and leading overall customer escalation efforts, personally leading key customer escalations and/or get-well plans.
- Provide insights and feedback to the product team based on customer feedback and market trends
- Created customer support strategies to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Senior Director Customer Care
Brightstar Device Protection
06.2014 - 02.2020
- Responsible for Global Customer Care operations for Brightstar Corporation
- Lead Training Team, Fraud, Call Center T0-T3, Quality Assurance and WFM to achieve business objectives for the call center customer care operations and all related performance goals while ensuring the highest level of operational efficiencies through planning, continuous monitoring and analysis of the call center operation
- Full P&L responsibility for Global Care operations that consist of outsourced and insourced teams, supporting 28 clients in 7 countries
- Ensure the full exploitation of call center technology hardware/software to maximize planning, staffing, call flow, customer satisfaction and overall call center performance
- Establish best practices and effectiveness metrics to support a service strategy that aligns with region and Corporate strategy
- Audit and trend all key performance indicators against strategic and tactical goals
- Ensure that services are provided in accordance with current contractual standards and applicable regulations
- Work with Risk Officer and Legal, closely to minimize risk derived by call center activity.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
Senior Manager
DirecTV
10.2013 - 06.2014
- Responsible for development of multiple sales, retention, and revenue generating campaigns executed across various vendor-operated call centers
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Responsible for managing sales performance and vendor management of Direct Sales inbound call centers located throughout the United States and Dominican Republic
- Drive accountability at the external call center vendor level, including development of action plans as required driving business goals and objectives for DIRECTV
- Responsible for program P&L, agent incentives, scripting and call center metrics that include net promoter scores, resolution rates, attachment rates, service levels, abandonment rates and all value metrics important to the business.
VP Product Management
Five9 Inc
11.2011 - 10.2013
- Responsible for managing a team of Product Managers and Technical Writers that support the contact center platform and integrations that are part of the Five9 Saas product line
- Responsible for the design vision and management of the next generation software requirements for a platform re-design that would enable the company’s’ strategic move up market towards Enterprise customers
- Positioned the Product team transition towards the new development, building developer requirements, & market research; while simultaneously supporting processes, customer requests, and platform advancements on the existing software that support over 1,500 customers with 27,000 concurrent agents
- Responsibilities also include managing department P&L, training internal departments on product enhancements & software releases, customer presentations & longer-term product roadmap.
- Researched and compiled data to prepare competitive analysis and trend analysis for business development.
Director Contact Services
Kelly Connect Services
09.2009 - 01.2012
- Responsible for implementation of new business unit to build Virtual contact center operations and serve as main client point of contact for Apple.
- Responsible for exceeding all contractual metrics and growing the account
- Program growth to 950 employees located in 7 States with seasonal flexible capacity capabilities, utilizing a high concentration of a dispersed part time virtual workforce
- Responsible for financial planning and analysis, program execution and overall business strategy and account planning.
VP, Client Service Delivery
Etelecare Global Solutions
01.2001 - 06.2007
- Responsible for Call Center Operations located within North America and the Philippines, supporting the companies largest Wireless customers.
- Managed 3,000 employee operations; supporting AT&T, and Sprint contracts.
- Grew programs by 400% in revenue between 2004 - 2006
- Developed business strategy and execution planning to exceed contractual obligations and service level requirements,
- Responsible for operational program performance and incentive models
- Full P&L responsibility which included financial analysis and forecasting accuracy within 98%
- Led Contract negotiations and implementation / execution of expansion initiatives.
Director of Call Center Operations
Phase 2 Solutions, Customer Contact Center
04.1996 - 01.2001
- Managed growth and the execution of the BPO / Inbound, Call Center Operations supporting Qwest, WorldCom,
Guest Services Manager
Westin St Francis Hotel
09.1991 - 03.1996
- Responsible for coordination of high profile and dignitary visitors working closely with the local S.F.P.D and Secret Services teams
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Created and delivered effective training materials and courses.
Education
Hotel Management -
Trinity Business College
1991
Skills
- Staff Meetings
- Define Customer Needs
- Customer Needs Assessment
- Customer Retention strategies
- Contract negotiations
- Key Account Development
- Customer Relations
- CRM Software
- Revenue Growth
- Strategic Communication
- Agile Principles
- Account Management
- Client Service Optimization
- Operational Efficiency
Timeline
VP Global Customer Success
Fastly Inc.
02.2020 - Current
Senior Director Customer Care
Brightstar Device Protection
06.2014 - 02.2020
Senior Manager
DirecTV
10.2013 - 06.2014
VP Product Management
Five9 Inc
11.2011 - 10.2013
Director Contact Services
Kelly Connect Services
09.2009 - 01.2012
VP, Client Service Delivery
Etelecare Global Solutions
01.2001 - 06.2007
Director of Call Center Operations
Phase 2 Solutions, Customer Contact Center
04.1996 - 01.2001
Guest Services Manager
Westin St Francis Hotel
09.1991 - 03.1996
Hotel Management -
Trinity Business College
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