Monal S.

About Monal S.

I am an executive with 25 years of experience in enhancing customer/agent experience, business process transformation, and product strategy leveraging background in sales, marketing, operations, contact centers, and analytics to drive outcomes. Some of my recent, notable achievements include leading 300+ sales team to produce YOY growth, championing Voice of Customer and establishing strategic priorities to retain customers, developing succession plans while ensuring preparedness, securing approvals on 100% of proposed initiatives with $8MM+ in funding, optimizing processes to save hours/month using data, and and disrupting colleague and customer experiences to achieve growth. I exceed expectations by thoughtfully executing work using assertiveness, agility, influence, and teamwork. I am a continuous learner with natural curiosity, skilled C-Suite communication, transparency, trust-based relationships, challenging the status quo, SaaS/CCaaS experience. Optimism and humor serve as guiding principles when I collaborate with others as I encourage colleagues to think outside of the box. On a personal note, I love the process of planning, the thrill of an adventure, and seeing through items on my bucket list. In my spare time, I enjoy powerlifting, adventure sports, traveling the world, and home improvement projects. As an adventure sports enthusiast, I have gone sky diving, waterfall repelling, cliff jumping, white water rafting, paragliding, scaled a NY skyscraper from the outside, and zip-lining. Costa Rico, Rajasthan, and the Dominican Republic are among my favorite travel destinations. One of my recent home improvement projects was building a pergola and it is the perfect setting to spend time with family and friends. I am passionate about animal humanity and donate towards the cause. Product Management & Strategy | Contact Center Tech | Business Process Optimization & Analytics | Strategy Formation & Execution | Operational Efficiency & Innovation | Customer Experience & Roadmap Models | Turnaround Agent | Talent Development | Training Development & Delivery | Project Management | Certified Salesforce Administrator

Experience

1. Strategic Business Consultant

   Five9

   Nov 2023 — Present

   Assist in establishing the business consulting practice, including defining the engagement process, creating required documents and artifacts, and proposing relevant performance metrics.Partner with the Five9 Sales and Services Organizations to identify and pursue business opportunities.Foster value with business executives, decision makers and organizational influencers by focusing on our customer’s business mission and drivers, metrics, and current operational challenges.Through a consultative approach, benchmark existing operations and business value models for Cloud transformation and the use of AI and Automation.Conduct interviews and facilitate workshops to understand a customer or prospects current operational and/or technology challenges, market drivers and corporate objectives. Collect and analyze relevant customer data, and use it to support business drivers and recommendations.Document and present findings and recommendations to organizational stakeholders.Continually seek opportunities to increase customer satisfaction and deepen relationships by interacting effectively at all levels of the organization.Establish and maintain lines of communication with internal stakeholders on key initiatives.Works with Marketing and Product Managers to influence new products and/or solution requirements.

Education

• University of Phoenix

  Master of Business Administration (MBA)

  2006 — 2006

• University of Phoenix

  Bachelor of Science in Business Management (BSBM)

  1999 — 2003