Build a seamless customer experience, while aiming for over 99% first call resolution.

Acted as the right hand of President/COO, working on both high level corporate strategy, as well as detailed business unit strategy, while operationalizing organizational changes to achieve strategic objectives. Launched In-Garage Delivery service by negotiating and formalizing partnership with Amazon and introducing a SaaS-based revenue model internally. Overhauled customer support center model and processes to improve and build seamless customer experience infrastructure.

My responsibilities included building 3-year forecasting and P&L model for our entire product portfolio of 40 brand families. This model and my macroeconomic situational assessment fed into the long range strategic plan presented to the Board. I provided recommendations on portfolio mix, strategy, and resource allocation, as well as detailed industry forecasts and competitive analyses.

My responsibilities included leading technology implementation and data analytics projects for various companies including a $33 billion CPG company, a Fortune 250 financial products and services company, and a Fortune 500 hotel and resort chain. I managed vendors, budgets, resources and multiple workstreams simultaneously, while bringing thought leadership to data gathering, data analysis, recommendations matrix with high-impact to quick-win actions, and C-suite reporting.

My responsibilities included developing the worldwide student segment marketing model for Windows 7, creating “promotional offers” strategy for target segment, and designing the marketing scope and framework of solutions. I calculated required investment to secure executive approval.

My responsibilities included managing cross-functional teams for corporate restructuring and strategy projects; creating and implementing department-level strategy, streamline legal department operations, improved data tracking, data analysis, and reporting accuracy, implementing key processes and systems, increasing SOX and internal audit compliance.