Deirdre Wilson

Strategic Account Management

Overview: Key strategic global account, revenue target doubled Q4 2025–Q1 2026

Compliance & Strategy:

• Conducted risk assessments safeguarding account stability; partnered with client on new R&D model and contractual target changes, ensuring fairness and due diligence throughout

Operations & Performance:

• Acted as primary client contact, partnering with Operations to reduce churn and deliver consistently strong performance in line with client expectations

Relationships & Growth:

• Owned contract negotiations, renewals, and RFPs, doubling the Q4 2025–Q1 2026 revenue target; built senior stakeholder relationships internationally

Leadership:

• Directed team execution of annual goals with financial accountability; safeguarded account stability via monthly reviews and weekly C-suite meetings; presented AI/digital products to partners, securing pilots and implementations; reported to VP, Global Client Services

Overview: Team of 300 QA leads with 4 Direct reports Globally

Compliance & Strategy:

• Managed quality and compliance governance for strategic accounts; developed global compliance strategy and drove financial fraud reduction within 6 months, reducing 7 figure sum to 0 within said period

Operations & Performance:

• Directed continuous improvement initiatives; maintained top 3 global ranking and held 1st place in EMEA network performance

Relationships & Growth:

• Fostered global partner relationships and strategic client alignment; led location rollout to expand geographic footprint and wallet share

Leadership:

• Owned performance management, contract negotiations, and reward model design; reported directly to VP of Operational Services

Overview: Team of 350 across a multi-tier leadership structure, 20 Direct Reports

Operations & Performance:

• Led operational delivery for a 350-person gaming account; ranked #1 globally in the company's quality and efficiency framework, driven by enhanced training programs and performance management

Leadership:

• Managed multi-tier leadership structure through 20 direct reports; drove team execution against client and business targets

Group Manager — Shared Services Operation

Overview: Managed shared services operation with 200+ clients and 50+ employees

Compliance & Strategy:

• Built stringent quality checks to ensure adherence to process and procedures across client delivery

Operations & Performance:

• Developed tailor-made solutions internally for each client, ensuring consistent quality standards across 200+ accounts

Relationships & Growth:

• Served as key point of contact for client relations and commercials across 200+ client accounts

Leadership:

• Led team of 50+ employees across shared services operation

Training and Quality Manager

Overview: Team of 50+ employees

Compliance & Strategy:

• Owned the online build of scripts, learning aids, and live call mapping to support quality and process adherence

Operations & Performance:

• Coordinated cross-functional projects to improve overall operational efficiency; delivered training sessions measured against quality and efficiency targets, consistently exceeding SLAs

Relationships & Growth:

• Partnered with HR to align staff development needs with business goals

Leadership:

• Promoted a culture of continuous learning through monthly recognition and career path guidance