CE Design and Execution July 2021 to Present Founder and CEO Strategic designer and organizational optimizer delivering deliberate direction, operational excellence, and insightful analysis for global enterprises. It's my job to connect the dots between the customer journey and day-to-day operations and get people, process, and technology in alignment with company culture and core values. My clients are collaborators, co-creators, and transformational leaders seeking to take ordinary organizations into exceptional brands by creating an elevated customer experience by design.
§Customer Experience Strategy
§Operating Model Design & Implementation
§Management Optimization and Front-Line Performance Improvement
§Operational Excellence Process Design/Re-design, BPR, Lean Six Sigma
§CRM / Contact Center Technology Systems (e.g. QA, WFM, IVR) Design and Implementation
§Strategic Outsourcing, Business Process Outsourcing and Vendor Management

Responsible for oversight of the Customer Care organization serving both external customers and internal customers including design consultants and measure and install professionals. Also serving as operations point person to a large luxury retail chain.
§Created process to evaluate and execute projects for new home automation product including evaluating business and technical requirements, production exceptions and installation needs resulting in the creation of a $10M pipeline within the first 90 days.
§Designed and stood up process, including supporting technology, to handle highest priority escalations ('office of the president') to facilitate faster, more comprehensive resolution to brand impacting issues resulting in a reduction in negative reviews on social media
● e.g. Yelp, Facebook).
§Created new internal support model to increase access and speed of care to Design Consultants (retail sales team) including developing requirements for new technology solution, leading test

back office processing, and 3rd party network management
§Responsible for the integration of 3 services centers encompassing approximately 500 FTEs, which previously existed as independent entrepreneurial businesses, into one scalable platform, providing leadership in performance management, operation management and customer experience programming.
§Successfully oversaw completion of CRM system rollout in 2 of the service centers providing a single technology backbone on which to scale operations.
§Leveraging thought leadership, designed transformation agenda and plan to fully integrate people, process and technology including organizational redesign, process standardization and implementation of new performance management structures to build a culture of accountability (e.g. KPIs, reports, HR policies).

Advised clients of global strategy consulting firm on all aspects of customer experience. Charged with leading efforts to reduce expenses, increase member satisfaction and lowering cost of medical care at insurance and healthcare clients.
§Led the design and implementation of a new consumer engagement strategy for a health insurance payer, including a new digital strategy, service delivery model and operating model that applied advocacy concepts to lower administrative and medical costs and improve growth and retention.
§Formulated a consumer transparency roadmap for a federation of health care organizations, including conducting a market assessment to provide insights into the competitive landscape and consumer preferences, performing a gap assessment against current data and analytics practices and detailing investment required to implement the 3-yearroadmap.
§Led the development of a consumer experience roadmap, translating the strategy into actionable goals, for a large insuranc

Led vision, strategic direction, and translated strategy into actionable goals for all facets of the customer experience. Scaled customer experience operations through period of massive company growth, with the business doubling in size.
§Informed and shaped the strategic direction for digital customer experience and oversaw the CX agile delivery pod team including product managers, engineers and UX/UI designers resulting in improved customer satisfaction and a reduction in customer service volume through increased capabilities in both web and mobileapplications
§Led the design and implementation of contact center technologies that included an ACD/IVR, multi-channel CRM system and WFM and QA software across the organization.
§Secured funding, established relationships, on boarded and successfully met expectations with multiple BPO vendors within 30 days as a part of scaling efforts.

Architected a revamped customer support strategy at this weight loss organization, led and guided the team responsible for delivering a best in class customer experience delivered to clients over phone, email, live chat, and social media, with a focus on increasing revenue and customer satisfaction.
§Scaled and led a workforce of over 1,200 employees while administering inbound sales, account management, workforce planning, recruiting and training, customer analytics, and process transformation; controlled department budget of $30MM.
§Managed the RFP process to evaluate and select a new BPO partner; negotiated key terms, wrote the Master Services Agreement, and wound down activities with the initial vendor.
§Led the strategic direction, design and implementation a new CRM system for the customer care organization coupled with a strategy for high-risk customers that upheld brand standards and improved customer retention.

Led team of 40 FTEs comprising all customer operations support departments, including quality assurance, workforce management, and customer analytics. Early Career