Kamika Dillard
Principal Consultant & Owner, Koach Kam LLC
Two Decades of
Turning Strategy Into Results
Kamika Dillard is a Strategic Program Manager with over 20 years of experience in business operations, go-to-market strategy, and AI-driven customer support optimization. Her career spans Fortune 500 companies including Microsoft, AT&T, Equifax, and GreenSky — where she consistently delivered measurable results at scale.
At Microsoft, Kamika orchestrated the phased retirement of multiple legacy products, achieving a 98% customer transition rate while identifying over $1.5 billion in annual revenue recapture opportunities. She deployed AI-powered systems that increased lead conversion by 60% and led cross-functional initiatives that drove hundreds of millions in incremental revenue.
Her expertise spans the full strategic lifecycle: from designing and facilitating strategic planning retreats, to building PMO governance frameworks, to implementing performance dashboards that enable real-time decision-making. She has managed P&Ls up to $150M, led teams of 50+ managers, and driven organizational transformations across 15+ business units.
Koach Kam LLC was founded on a simple belief: organizations of every size deserve access to senior-level strategic and operational leadership. As a fractional COO and strategic consultant, Kamika brings Fortune 500 rigor to clients who need it most — without the full-time executive price tag.
Experience
That Speaks for Itself
- Achieved 98% customer transition rate across multiple legacy product retirements
- Identified opportunities to recapture over $1.5 Billion annually through targeted upsell initiatives
- Deployed AI-powered agent that increased lead conversion by 60% across 80+ retiring products
- Drove 80% increase in cloud revenue, surpassing growth targets by 15% over 12 months
- Reduced initiative delivery time by 30%, capturing an additional $500M in revenue
- Achieved 25% improvement in initiative ROI through rigorous program oversight
- Elevated partner support offer awareness by 40%, resulting in 26% increase in adoption
- Boosted engagement metrics by 35% and reduced onboarding time by 20%
- Contributed to $780M revenue increase year-over-year through improved offer utilization
- Reduced customer service complaints by 60% over 18 months through root cause analysis
- Achieved 50% increase in operational efficiency through long-term growth strategy
- Decreased repeat complaint rates by 70% year-over-year through feedback loop program
- Managed $150M P&L across four call centers, increasing revenue by 12% YoY
- Reduced average call handling time by 18% and improved first-call resolution by 22%
- Improved customer satisfaction scores by 38% through performance dashboards
- Reduced escalations by 30% and improved NPS by 20 points within the first year
- Trained and coached 50+ frontline managers, achieving 25% increase in service level adherence
- Decreased customer churn by 12% through cross-functional complaint trend analysis
Certifications &
Education
Giving Back
Beyond the Boardroom
Kamika's commitment to community extends well beyond her professional work. She has served in leadership roles across nonprofit, civic, and alumni organizations — bringing the same operational excellence and strategic thinking to causes she believes in.
Kamika provided exceptional leadership as a board member of the United Way Young Professional Leaders. Her energy and enthusiasm have been a driving force behind YPL's successful events and service projects. Kamika demonstrated outstanding innovation and operational effectiveness. Her contribution will touch the lives of countless families and individuals in need.