Susan O.
Director, Customer Support & Ops | Revenue Growth, SLA Management & Security Compliance | I transform support centers into $MM profit engines with industry leading CSAT & 100% retention.
- Role
- Program Director, Client Training Execution (Gtm) & Operations Leader at IBM
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Susan O.
I transform cost centers into profit-driving engines by blending high-touch client advocacy with rigorous security compliance. I have pioneered $12M revenue streams and boosted CSAT by 85% in global enterprise environments. What makes my journey unique is the breadth of my experience. I have led massive $250M organizational integrations, built and developed global teams, and even directed specialized training for employees worldwide. Throughout my career, I have thrived at the intersection of operational excellence and client trust. Whether I am architecting a \"Follow the Sun\" support model or navigating the high-stakes world of cybersecurity incident response, my focus is always on creating scalable systems that protect the bottom line while delighting the end user. I specialize in turning complex regulatory requirements (like HIPAA) into competitive advantages and \"for-fee\" service offerings that clients want. Career Highlights Revenue Innovation: Engineered a market-leading, secure support offering for regulated data, generating a $12M new-revenue stream with a 100% renewal rate and onboarding 4,500+ global clients in just over a year. Operational Transformation: Increased client satisfaction by 85% and slashed past-due compliance incidents by 80% by architecting a cross-organizational KPI and management reporting framework. Crisis Leadership: Achieved 100% incident remediation within 48 hours by leading rapid assessments of security breaches and policy violations, effectively mitigating organizational risk for global stakeholders. Efficiency at Scale: Redesigned executive reporting platforms for the C-Suite, delivering a production-ready financial dashboard to the CEO within 45 days to enable real-time, data-driven decision-making.I don\'t just manage support; I engineer experiences that foster long-term loyalty and measurable business growth.
Experience
Program Director, Client Training Execution (Gtm) & Operations Leader
May 2025 — Present · Dallas, TX, US
Education
University of Southern California
Management Information Systems - Certificate
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