Client - Hologic MedTech: M&A Integration & Product Launch Post-merger PMO advisory for new product introduction, organizational alignment of people, process, technology integration in both the US and EMEA.
 Post-Merger Integration, Stakeholder Management, Executive Dashboard, Change Management, Organizational Development, New Product Introduction (NPI/GTM), Change Management, Employee Retention & Engagement, CXO Advisory Services.
Client - Harvard University: Financial Management System Transformation Led university wide stakeholder alignment, process, system and organizational change for Harvard’s $4b capital project oversight management team.
 Stakeholder Alignment, Executive Advisory, Steering Committee, Capital Planning, IT Strategy, RFP Management, Contract Negotiation, Vendor Management, Change Management, Executive Dashboard Reporting, Systems Implementation.
Client - John Hancock Investments: Employee Engagement & Process Automation Led business process strategic analysis,

Independent consultant representing Cognizant Program Management Group (formerly PIPC).
Client - MetLife: M&A Executive Reporting Management Collaborated on the design, build & monthly delivery of M&A executive dashboard for the Board of Directors on post Alico Integration for 300 projects across 54 countries.
 Post-Merger Integration, Global Program Reporting, Steering Committee, Board of Directors, Strategic Dashboard, Executive Reporting, Stakeholder Management, Integration Management Office (IMO), Risk Management, Transformation Program Management, Change Management, Organizational Development, Corporate Communications.
Client - Travelers: Strategic Technology Portfolio Planning Established PMO portfolio tool to prioritize investment projects weighted by complexity, cost, time to value, resource capacity for technology roadmap planning.
 Program Management Office (PMO), Program Portfolio Management, Strategic Roadmap, Global Program Reporting, Strategic Dashb

Led a management consulting practice of program and project managers providing CXO advisory services to clients to rescue programs and ensure technology adoption, customer growth and functional alignment. ✓ Professional Services Team Management, Practice Management, Talent Acquisition, People Development, Employee Engagement, P&L Management, Program Rescue, Business Development, Strategic Plan, Operational Excellence. Client -Walmart: Business Process Outsourcing Initiative Led multichannel technology and process upgrade, selected and planned transition to a BPO specialist partner for Sam's Club member services function. ✓ Business Process Outsourcing (BPO), Stakeholder Management, Strategic Planning, Team Leadership, Call Centre Outsourcing, Vendor Management, Multi-Channel, Customer Experience, Business Case, BPO Transition Planning. Client - Royal Bank of Scotland (RBS): Credit Card Debt Operations Led analysis of agent call handing, training effectiveness and technology adoption fo

Led a management consulting practice, with speciality in assessing and transforming customer service operations for clients seeking synergies across marketing and sales functions, driving technology, people and process synchronization. ✓ Practice Management, Recruiting, Team Development, People Management, Career Path Development, Business Development, P&L Management, Account Management, Delivery Oversight, Engagement Leadership, IP Development. Client - Dow Jones (Wall Street Journal): Customer Service Revitalization Led operations assessment of four call centres, process, people and technology, oversaw changes, reduced cost, increased productivity and retention at Wall Street Journal. ✓ Engagement Leadership, Call Centres Assessment, Strategic Plan, Multi-Channel Customer Experience, Agent Skill Queues, Customer Retention, Quality Assurance, Cost to Serve, Cost per Call, Average Handle Time, Six Sigma, IVR, Customer Relationship Management (CRM), Business Process Outsourcing, Marketi

Responsible for consulting delivery, covering program management, change management, technology strategy development & implementation for clients. Post the Cap Gemini acquisition of Ernst & Young, I relocated from Europe to support US Consulting Team Integration. Client - Heineken (Murphy's Brewery): Customer Service & Sales Modernization Re-structured customer service operations, upgraded technology, introduced sales force automation, re-aligned commercial account planning territories. ✓ Call Centre Systems Implementation, Customer Relationship Management (CRM), Business Analysis, Stakeholder Management, Workshop Management, Functional Integration, Change Management, Engagement Leadership.

Internal consulting for Reuters EMEA, managing change programs to re-engineer business processes, align functional teams, oversee technology implementations, and enable profitable revenue growth for Reuters London trading business.
Led the transformation of an international business unit to align with UK operating model, upgrading technology, aligning operations, restructuring teams and implementing cultural changes for management oversight.
 Modernization Program Leadership, Management Coaching, Program Management, Change Management, Employee Engagement, Account Management, Sales Team Development, Field Service, Customer Relationship Management, Business Process Modelling, Team Management, Cross Functional Integration, Systems Implementation, Executive Reporting.

Revitalized Reuters London Field Service Operations, improved scheduling and dispatch processes, engineer utilization, first time resolution, mobile inventory management and technology upgrade for fixed asset installed bas