Functional Skills

Business Unit Strategy
Customer Experience
Process Design / Re-engineering
Operational Efficiency
Technology Strategy

Sector Experience

Healthcare
Telecom
Financial Services
Energy
Technology

Languages

English
22
years

Years of Experience

7/19

Member Since


Fortune 500

Experience

 
Customer Experience Partners Management Consulting
Managing Partner
03/2019 - Present
Business consultant with specialties including operations, contact centers, and technology strategy, with Business Case Analysis where needed.

Specific focus areas include:

• Customer Experience
• Workforce Experience
• Operations management & efficiency improvements
• Key Performance Indicator (KPI) definition & reporting
• Digital transformation & technology strategy
• Leadership development training
• Custom software development
• Business case analysis

NICE Other
Solutions Sales Executive
08/2017 - 01/2019
Customer-facing solution sales for Enterprise Software, supporting Fortune 500 accounts across North America

Position Back Office solutions through consultative, strategic value-based selling, business case definition, and ROI analysis
Establish & maintain customer relationships at the executive/ business decision maker level
Plan, execute, & manage complex software sales in a team-based sales overlay role
Generate and maintain sales leads and pipeline for named, major, and strategic

Cisco Systems Other
Workforce Experience Practice Advisor
10/2016 - 06/2017
Lead consultative engagements to help our customers transform the way their employees and business partners collaborate, make decisions, and drive results. We address the business imperatives associated with transforming the workplace, building more agile workforces, and improving the overall employee experience. By doing this, we deliver business outcomes that improve top line growth, employee attrition, engagement, and productivity.

Genesys Management Consulting
Principal Business Consultant
10/2011 - 10/2016
Responsible for supporting Genesys North American Sales teams throughout the sales and project lifecycle. This includes:

Interacting with CXX, VP and Director level clients, facilitating interviews, group work sessions, presentations and meetings
Conducting strategic and tactical consulting engagements that include transformational roadmaps, business case analysis, financial Return on Investment (ROI) models, understanding customer challenges & needs, and translating business requirements

AT&T Operations
Senior Business Manager
01/2007 - 10/2011
Enterprise IT Account Manager for multiple lines of business

Translated visions, strategies, & plans into IT roadmaps for clients in the Lines of Business supported.
Managed portfolio of IT initiatives for specific Lines of Business with multiple programs and projects, and overseeing timeline, scope, & budget for all projects within multiple programs

Cingular Wireless/AT&T Operations
Senior Manager, National Call Center Operations
05/2003 - 01/2007
Served as primary subject matter expert and functional lead for call routing during the merger integration of Cingular and AT&T Wireless. Designed call routing strategy for integrating 60+ call centers’ operations into one combined company.
Led Customer Care organization’s efforts for the conversion of +15M customers from AT&T Wireless billing systems to common Cingular systems, including training & staffing plans, call routing changes, coordination with IT, communications to exec leadership

Cingular Wireless Operations
Area Manager, Strategic Resource Planning
03/2002 - 05/2003
Responsible for call routing in Cingular’s Customer Care organization, which encompassed Customer Service, Collections, Credit & Activations.

Coordinated implementation of Global Call Routing (GCR) solution. This solution migrated call routing from 22 independent call centers supporting single markets to create virtual large teams, sharing calls across multiple sites.
Developed and implemented Disaster Recovery plan for Customer Care organization.