In the contemporary business environment, successful organizations are often led by visionary leaders who can navigate change and inspire growth. Dana Sides-Mahoney, Sr. Vice President of Global Operations at Helpware, has proven to be one such leader.
Helpware has witnessed astounding expansion since 2021, with the establishment of eight new locations and significant growth in the number of employees from 622 at the beginning of 2021 to 1778 by the end of 2022. The expansion has called for an infusion of new leadership, with each location demanding a dedicated team of leaders. Since 2021, there's been a remarkable 77% surge in middle to upper management. Dana has successfully onboarded and trained 9 Operations Managers, 4 directors, and 1 VP to fulfill this requirement.
To strengthen Helpware's talent acquisition and human resources infrastructure, Dana has overseen the onboarding of recruiting and HR teams in the US. This strategic decision has enabled the company to tap into a vast pool of top-tier talent, resulting in a more robust and efficient recruitment process.
Dana has significantly enhanced planning and scheduling at Helpware by developing a comprehensive workforce forecast methodology. This strategy, incorporating historical data and future growth plans, has created an efficient, adaptable planning process, enabling the company to anticipate and respond to demand shifts, fostering success and growth.
Recognizing the need for a unified, efficient workforce, Dana has successfully implemented a Global Workforce Management strategy at Helpware, optimizing human resources, talent management, and communication, ensuring consistent, high-quality service delivery.
Dana has also been instrumental in the creation and implementation of Operations Management playbooks for Helpware, which serve as a vital resource for managers and team members, outlining best practices and standard procedures that ensure operational efficiency.
Understanding the role of financial management skills, Dana implemented Financial Management training across Helpware, promoting a culture of learning and empowering staff to make decisions that positively affect the company's bottom line.
Dana introduced a performance-based Operations Bonus structure at Helpware, aligning individual achievements with company goals, thereby enhancing productivity and employee satisfaction.
As a co-founder and mentor of "Helpware Women Warriors," Dana has fostered female leadership within the organization, promoting key individuals to account leaders and increasing female representation to 51% of all employees.
In 2022, Dana was awarded the prestigious Customer Contact Center MVP award for her insightful article "5 Customer Support Trends That Are Effectively Changing Customer Experience". This accolade underlines her profound understanding of the customer service industry and her ability to identify and articulate significant trends shaping the future of customer experiences. Her foresight and industry knowledge highlight her significant contributions to the field and affirm her status as a thought leader in customer support.
In 2021, Helpware employed CSAT and NPS metrics to gauge client satisfaction, yielding impressive results: an 82% CSAT and a 52% NPS. By the end of 2022, these figures had risen substantially to a 94% CSAT and a 60% NPS. Dana’s persistent efforts to streamline operations led to a considerable MRR increase of +435% from 2020 to 2021 and +200% throughout 2022. Boasting a 95.45% renewal rate and a low 3% client churn. These metrics underscore the company's success in achieving customer satisfaction, retention, and loyalty, all vital components in the BPO industry.
Dana, known as "The Fixer", demonstrates exceptional problem-solving skills and a positive attitude, focusing on root cause analysis to build preventative solutions, enabling her to achieve remarkable turnarounds in challenging situations.
Dana Sides-Mahoney's achievements as Sr. Vice President of Global Operations at Helpware since January 1, 2021, reflect her unwavering commitment to excellence, innovation, and growth. By fostering a culture of continuous learning and implementing performance-based incentives, Dana has positioned Helpware for sustained success in an ever-evolving business landscape.
Nomination Title: Dana Sides-Mahoney, Sr. Vice President of Global Operations
