Naples, Florida, United States
A proven mix of business skills and technical skills with a strong Customer Experience focus. Drives transformation using Lean/Six Sigma/BPI principles for utmost efficiency. Seasoned Executive who has performed in the best IT-Driven companies by inventing Big Ideas, and executing them. Continuous Improvement and Innovation specialist using Agile methodologies and leveraging Automation/AI. Specialties: Lean / BPI / Six Sigma Executive Black Belt Vendor Management and Negotiation Digital Transformation Customer Service / Success Mergers and Acquisitions Business Strategy Client Experience Contact Center Operations Speaker at several industry trade shows including HP Discover, Salesforce Dreamforce, Dell CIO Forums, GE Fanuc Discover, Enterprise Connect, Avaya IAUG, etc...
Putting the Customer First is at the heart of what I do - ensuring we listen and learn and adapt across the company to deliver a "Best in the World" experience for our customers. Leveraging AI, Customer Insights, Process Optimization and Operational Excellence we deliver world class, highly efficient solutions.
We are working to transform the Background Screening industry, automating everything and differentiating with a Customer First approach! I am leading the implementation of AI solutions across the company to create a better customer experience, and employee experience. In Customer Care, this has allowed us to drive significant efficiency and win 6 Stevie awards over the last three years for excellence in Customer Care. - >30% INCREASE in Customer Satisfaction scores - >40% INCREASE in Service Levels - >25% Self Service rate All while decreasing cost by >30%!
Responsible for incident management teams for all Salesforce cloud products globally with responsibility of the company's incident response management, including internal stakeholder management, executive response, and customer facing management. Driving Process Automation and Playbooks ensuring we set the benchmark for incident response and delivering a 'Best in the World' experience for our customers. With a focus on innovation and data analytics, shifting from managing incidents after they happen to preventing them from happening in the first place with predictive analytics.
- TSIA "STAR" Award winner - Best Practices in Support Services - Fortune Magazine Nominee for 2018 Top Service Leader - 2018 "Rated Outstanding" TSIA Certification - 2017 Salesforce Service Cloud Innovation Award winner Responsible for Service and Support for Americas clients across 8 global Customer Solution Centers with a focus on efficiency and innovation and a 'Best in the World' customer experience. Managing a workforce of over 2,000 highly skilled engineers and professionals and P&L responsibility of over $250M, leveraging Innovation and Automation to deliver enhanced solutions and driving leads as our clients trusted advisors. Also serving as the General Manager and site leader of HPE's Atlanta area operations. Year over Year improvements include: - >20% CSAT and NPS improvement - >40% Improvement in Time to Resolve - >50% Reduction in Backlog - >50% Increase in Employee Engagement - 10X increase in Services driven revenue -<20% reduction in cost and operating budget
Responsible for End to End global customer service solutions (Assisted and Unassisted) for HP Inc. - Executive Sponsor and owner of 3 major transformation programs including Cloud Telephony, CRM Transformation and Commercial Support transformation driven by a Customer First focus - Accountable for ensuring HP provides the BEST support experience as defined by Customer Satisfaction, innovation, efficiency and flexibility and measured by an industry leading Net Promoter Score – 22% increase of NPS Score - Responsible for one of the largest Salesforce support cloud implementation ever deployed Leading the Innovation function for I/T driving next generation technology solutions including Virtual Bots, Cloud Telephony, Video Support, Shift to digital/social/mobile - IT Separation Lead for the largest corporate separation ever
Part of the executive team that drove the largest corporate separation ever with a focus on separating the technical stack across all of Service and Support between HP Inc. and HP Enterprise. This included a complete separation of the systems and tools used including CRM, Web and Telephony. This was completed in less than year, and within budget, all while maintaining my role as Head of Customer Service and Support IT by changing the way we think and act to become one of the largest startups in history.
- Driving a global transformation program that focus on internal capabilities, client satisfaction and employee enablement across HP's Global Service Desks - Responsible for Client Capability teams with end to end responsibility for 100+ global clients with global service delivery including Service Desk locations in Canada, the US, India and Malaysia. Primary objective is to ensure service delivery excellence for clients while driving cost savings and efficiency using metrics, analytics and excellent communication throughout.
Several Manager and Director level positions through 7+ years at Dell. - Head of Technical Support 2004-2006 Led the Consumer and Commercial Support call centers across the Americas and APJ regions and drove a greater than 25% increase in CSAT while supporting a greater than 40% YoY growth in call volume - Office of the CIO Business Development Executive and PMO Leader 2002 to 2004 Represented the Office of the CIO showcasing the Dell IT story at Customer forums around the world Managed the IT facilities relationship and was the executive responsible for the build out of I/T systems for new Manufacturing facilities including facilities in Brazil, India, China and Poland. - I/T Project Management Office Senior Manager (PMO) 2002 to 2004 Managed project teams across four IT organizations (Telecom / Manufacturing / Financial / Corporate Systems). Delivered projects with a 30% reduction of project delivery time, and with the highest level of quality - IT Telecom Operations Senior Manager 1999 to 2002 Managed Dell’s global Contact Center IT software and infrastructure (including ACD/CTI/IVR) for the Global Strategic call center locations across India, Latin America, China and other offshore locations. IT lead for Customer Experience and Business Process Improvement team (BPI / Six Sigma Black Belt) and also served as an Executive Assistant to the Vice President of I/T Operations