Nancy Nghia V

Built and scaled the client delivery organization during a period of rapid company growth. Designed the end to end delivery framework used across onboarding, implementation, and ongoing service. Improved client retention from 84 percent to 95 percent by strengthening communication, quality controls, and issue resolution workflows. Introduced capacity planning, workload balancing, and KPI dashboards that improved team productivity by 32 percent. Led a department of 55 including delivery managers, onboarding specialists, analysts, and client service staff. Partnered with Sales and Product to align expectations, streamline handoffs, and reduce delivery cycle time.

Oversaw operations and client delivery for a fast growing digital services firm. Developed standardized onboarding processes that reduced client activation time by 40 percent. Launched quality assurance protocols that increased customer satisfaction scores from 7.8 to 9.3. Built an SOP library and training ecosystem that reduced new hire ramp time by 30 percent. Managed budgeting, vendor partnerships, and cross functional planning with the executive leadership team. Led a staff of 20 across delivery operations, support, and customer success.

Directed daily operations in a growing services organization with multiple client delivery teams. Implemented workflow improvements that increased project throughput by 22 percent. Built reporting dashboards used by senior leadership to evaluate delivery performance. Managed vendor relationships and contract negotiations for key operational tools. Led a team of 10 including supervisors, coordinators, and support staff.