William Smith

Senior Lead - Client Operations & Services @Infosys BPM

Reno, NV, US

Lead successful migration of onsite operations, supporting $40B+ in revenue from onsite to a remote workforce, rapidly building and implementing with zero attrition, gaining and growing trust with a key client, Microsoft.Establish a new engagement process and rhythm, training a management team of 13 to thrive while leading remote onboarding, international staff training, virtual feedback sessions and daily SME-driven video walkthroughs. Own Microsoft Volume licensing and MBS portfolio, creating productivity and quality KPIs for 200-member team, seamless decreasing operational errors while streamlining workforce to achieve <1% attrition.Drive execution of vendor support model for Enterprise Agreements and Orders Processing Teams, increasing billed revenue and acting as the primary point of contact for Microsoft executive leadership and stakeholders.Achieve 100% vendor management transition, empowering the client to lead digital BPO transformation to an automated, Factory of the Future model, immediately reducing costs by $14M annually.