Monica Moran
Director of Client Services | 20+ Years Driving Operational Excellence & Process Improvement | Six Sigma Green Belt | Elevating Customer Experience at Scale
- Role
- Director of Client Services at Spectrum Business For Enterprise
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Monica Moran
Results-driven leader who thrives on continuous learning and innovation. Passionate about…
Experience
Director of Client Services
Spectrum Business For Enterprise
Aug 2019 — Present · Charlotte, NC, US
Oversees the day-to-day operational performance of inbound and offline support teams across the entire Spectrum footprint (>$160M in MRR). Directs the activities of teams to include billing, account management, and general post-installation support. Acts as a liaison in proactively identifying, orchestrating and implementing various process improvement initiatives focused on developing or enhancing the company´s technical platforms, operational metrics, and cultural values. Focuses on elevating the customer experience at every touchpoint.Top Recent Accomplishments:• Collaborate with developers to design and launch Remedy for tracking client escalations, resulting in greater automation, improved reporting, and improved performance (2024 YoY reduction 38%).• Established ‘Root Cause Analysis’ function in 2022 to drive down credit adjustments (4.2% improvement 2024 YoY) and increase client satisfaction (3.8% Client Satisfaction survey improvement in 2024 YoY).• Selected in 2024 as a high-potential leader in our company to participating in year-long cohort focused on professional development (ARC Program).
Education
Strayer University
Master of Business Administration (M.B.A.)
University of Central Florida
Bachelor of Science (B.S.)
Valencia Community College
Associate of Arts
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