Pros
Difficult to find the words at this time
Cons
Previous COO was discombobulated in her approach, micro-managed to a level of insanity and did not fully understand the repercussions of her business decisions and iron hand. Requests were oftentimes unethical and caused unnecessary strain to client relationships. Directions and cadence frequently changed. It quickly became an organizational model of little trust. This sent shock waves throughout the entire customer care & industry organization. Many believe the leadership disruption was the ultimate straw that caused the spin-off of Conduent and the many RIFs that took place over the last 2 years. Very disappointing to many senior leaders who worked tirelessly to build a great culture only to have it ripped away by a sly leader.