Executive Customer Experience & Global Operations Leader

RENEE L. MALCOLM

EXECUTIVE CUSTOMER EXPERIENCE & GLOBAL OPERATIONS LEADER

Global Operations • Customer Experience • Client Success • Service Delivery • Business Transformation New York, NY 929-***-**** *****.*********@*****.*** linkedin.com/in/renee-malcolm-b1523120 EXECUTIVE SUMMARY

Executive Customer Experience, Service Delivery & Global Operations Leader with 15+ years of experience leading enterprise customer experience strategy, global service operations, and large-scale business transformation for Fortune 500 organizations across financial services, fintech, payments, telecommunications, healthcare, retail, technology, and business process outsourcing (BPO). Proven track record leading multi- country organizations of 1,400+ employees, partnering with C-suite executives to optimize customer journeys, modernize service delivery, and drive operational excellence, customer loyalty, and sustainable business growth.

Recognized for transforming complex global service organizations by leveraging Voice of Customer (VoC), customer sentiment, NPS, customer journey insights, operational intelligence, AI-enabled automation, and data- driven decision making to optimize customer experiences, improve enterprise performance, and deliver measurable business outcomes. Trusted executive who aligns operations, product, technology, commercial, and customer experience organizations to strengthen customer loyalty, improve financial performance, accelerate innovation, and create sustainable competitive advantage. CORE EXPERTISE

Customer Experience Strategy • Global Service Operations • Customer Journey Optimization • Voice of Customer (VoC) • Customer Insights & Analytics • AI & Intelligent Automation • Digital Transformation • Customer Success • Executive Client Management • Operational Excellence • Business Transformation • P&L Management • Revenue Growth • Executive Stakeholder Management • Organizational Change • Cross- Functional Leadership • Performance Analytics • Service Delivery PROFESSIONAL EXPERIENCE

DIRECTOR OF OPERATIONS

Extra Hands Solutions October 2025 - Present

Lead business operations for a multi-service organization, overseeing strategic planning, budgeting, workforce management, vendor partnerships, operational process improvement, and customer experience while scaling operations across New York, New Jersey, and Jamaica. Selected Executive Achievements

• Lead business operations, financial planning, project execution, vendor management, staffing, quality assurance, and customer relationship management.

• Develop standardized operating procedures, CRM workflows, pricing strategies, and operational frameworks that improve efficiency and support scalable growth.

• Manage cross-functional teams, vendor partnerships, and customer engagements while ensuring operational excellence and consistent service delivery.

• Direct operations for a portfolio of 12 luxury short-term rental properties, implementing standardized maintenance programs, vendor contracts, preventive maintenance schedules, and local operating teams that ensure operational continuity and an exceptional guest experience. SENIOR VICE PRESIDENT GLOBAL OPERATIONS, CUSTOMER EXPERIENCE & STRATEGIC GROWTH itel July 2023 – October 2025

Served on the Executive Leadership Team with enterprise accountability for global operations, client success, commercial performance, P&L and business transformation across a multi-country portfolio supporting Fortune 500 organizations.

Selected Executive Achievements

• Provided executive oversight for a $36M+ global portfolio, accelerating revenue growth, improving operational efficiency, and increasing contribution margin by 8.2% year over year while strengthening financial performance across five countries.

• Directed enterprise customer experience strategy across multiple global programs and Fortune 500 portfolios, integrating Voice of Customer (VoC), CSAT, customer sentiment, operational intelligence, productivity metrics, and performance analytics to shape strategic priorities, optimize customer journeys, and improve enterprise customer outcomes.

• Established enterprise governance frameworks that translated customer insights into strategic initiatives, strengthening customer retention, operational performance, executive decision-making, and long-term client partnerships across global operations.

• Partnered with internal AI teams to lead the enterprise rollout of AI-enabled customer experience capabilities, including automated call summarization, real-time agent guidance, and AI-driven coaching, improving both customer and employee experiences while increasing operational efficiency.

• Led customer experience and operational transformation initiatives supporting enterprise financial services and fintech programs, partnering with executive stakeholders to enhance customer journeys, operational readiness, service performance, and regulatory alignment. VICE PRESIDENT GLOBAL OPERATIONS, CUSTOMER EXPERIENCE & STRATEGIC GROWTH itel November 2021 – July 2023

Led multi-country operations supporting Fortune 500 organizations, driving operational excellence, workforce performance, service delivery, and business growth across global delivery sites. Selected Executive Achievements

• Spearheaded the turnaround of a strategic enterprise program facing closure, restoring executive and client confidence within 90 days and delivering 47% portfolio growth through operational stabilization and performance transformation.

• Transformed an underperforming enterprise program through leadership realignment, operational excellence, and customer experience optimization, increasing Net Promoter Score (NPS) by 29% within the first quarter while improving client satisfaction and long-term account performance.

• Directed strategic customer experience initiatives across financial services, fintech, and payments portfolios, partnering with executive stakeholders to improve digital service delivery, operational effectiveness, customer engagement, and business growth.

• Developed executive leadership capability through succession planning, leadership development, performance management, and coaching, creating a culture of accountability and continuous improvement.

• Partnered with executive stakeholders to align operational strategy with client objectives, improving service delivery, strengthening executive relationships, and supporting long-term account growth. SENIOR ACCOUNT MANAGER

Sutherland Global Services December 2019 – November 2021 Directed strategic operations across multiple enterprise business units supporting Fortune 500 organizations while driving financial performance, operational excellence, and customer success. Selected Executive Achievements

• Exceeded revenue targets by delivering a 9% increase in revenue growth above budget while consistently surpassing contribution margin objectives.

• Spearheaded the organization's first enterprise-wide workforce transformation during COVID-19, successfully transitioning 475 employees to a remote operating model while ensuring uninterrupted service delivery, business continuity, and client satisfaction.

• Partnered with executive clients to translate customer feedback, operational insights, and business performance data into strategic action plans that improved customer satisfaction, operational efficiency, and commercial outcomes across enterprise programs.

• Led cross-functional initiatives with operations, workforce management, quality, training, and technology teams to optimize customer journeys, improve employee performance, and deliver measurable service improvements.

• Built high-performing leadership teams through succession planning, executive coaching, and performance management, strengthening organizational capability and leadership bench strength. LEADERSHIP PROGRESSION

Sutherland Global Services March 2014 – November 2019 Senior Team Manager Account Manager

• Earned multiple promotions based on sustained operational performance, progressing into increasingly senior leadership roles supporting Fortune 500 technology, retail, and telecommunications clients.

• Directed organizations of up to 750 employees, launching new operations, stabilizing underperforming business units, and leading complex organizational transformations.

• Recognized as Senior Team Manager of the Quarter for leading operational turnaround initiatives and delivering sustained KPI improvements.

ASSISTANT PROGRAM MANAGER

Accent Marketing (Startek) September 2011 – March 2014

• Managed operational performance, budgeting, workforce utilization, and KPI delivery across enterprise technology programs.

• Improved complaint resolution and operational efficiency by redesigning coaching, quality assurance, and escalation management processes.

EXECUTIVE AWARDS & RECOGNITION

• Senior Leadership of the year – itel (2023)

OPERATIONS AND BUSINESS SYSTEMS

CRM & Business Platforms: Salesforce, Zendesk

Contact Center Operations: Genesys Cloud, Talkdesk, Five9 Workforce & Performance Management: Verint, Workforce Management Platforms Business Intelligence & Analytics: Power BI, Microsoft Excel (Advanced) Business Process & Automation: AI & Automation, CRM Workflow Design, Process Automation EDUCATION

Associate Degree in Computer Applications & Business Studies (Major: Accounting) Portmore Community College

EXECUTIVE LEADERSHIP PHILOSOPHY

Sustainable business success is achieved by empowering people, aligning strategy with execution, and building cultures of accountability, innovation, and exceptional customer experience.

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