Denver Metropolitan Area
Leverage actionable business insights with my expertise in CX consulting, process improvement, and leadership. As a seasoned business leader and dedicated business insights partner, I excel at guiding teams through intricate challenges, deriving valuable insights, and driving quantifiable outcomes. My fervor for CX thought leadership and design thinking, combined with my adept communication abilities and engaging demeanor, positions me as the preferred expert for organizations aspiring to distinguish themselves in their sector. Lean Six Sigma Black Belt certified and with a consistent record of success, I am unwavering in my commitment to assisting companies in realizing their objectives and surpassing customer anticipations.
Product leader scaling a global, data-driven performance enablement and coaching program across contact center operations, spanning roadmap ownership, adoption strategy, analytics, and governance. In 2025, grew adoption to 7,446 users across the USA, LATAM, Philippines, and EMEA, enabling 92,980 coachings YTD with 78,627 acknowledged and 105,997 recommended actions, sustaining 52% coaching effectiveness. Delivered measurable client outcomes including +10% sales conversions, -6% average handle time, and major experience improvements such as +23% NPS and +17% NPS while improving leader efficiency (for example, 23% time savings, about 45 minutes per day).
Skilled in driving business transformation for clients ranging from start-ups to large enterprise-level companies in the retail, government, high-tech, and financial sectors. As a dedicated business insights partner, I harness analytical tools, journey mapping, thought leadership, and proactive solution process governance to deliver impactful results. My extensive experience in leading transformation initiatives, both internally and with a diverse array of clients, positions me as a trusted ally for organizations seeking to navigate the complexities of change and growth. Demonstrated expertise in elevating organizational performance by integrating Lean Six Sigma methodologies, global standard operating procedures, business continuity plans, and robust disaster recovery processes. Spearheaded the enterprise-wide Lean Six Sigma organization, achieving a remarkable 400% surge in certifications within the inaugural year. Proficient in establishing electronic repositories for standardized operating procedures, change management, and disaster recovery protocols. Entrusted with overseeing initiatives influencing over 60,000 employees.
Results-driven leader with a proven track record in talent intelligence and human capital strategy. Successfully reduced performance-based employee terminations by more than 5% and created a near-hire training program resulting in an ROI of $4 million over two years. Led a team of specialists, analysts, and training professionals to ensure accurate, reliable, and valid data was available through enterprise cloud applications for human capital business decisions. Led a multinational group of customer-experience specialists, linguistic specialists, and cross-cultural communication experts focused on offices throughout Asia, Latin America, Europe, and the United States, for TTEC's top revenue-generating clients. Implemented an employer-sponsored workforce development (near-hire) training program resulting in over $500,000 in additional revenue through an expanded available hiring pool, with a hiring rate of 70% - 85% following training. Led strategic change resulting in a $5 million annual savings, increased employee performance results, designed key guidelines to assess language and communication skills across the organization, and managed internal and external tools, technology, and vendor management of external devices.
Experienced in cross-training front and back-office staff, which resulted in increased flexibility in employee scheduling, staff development, and cost reductions. Responsibilities include scheduling patients, coordinating patient files, processing insurance claims, assessing vital signs, maintaining patient records, performing lab tests, and assisting with medical procedures.