N&A is a full-service global strategic advisory, strategic communications, and crisis management firm that provides counsel and service to Fortune 500 companies, leading businesses, emerging businesses, high-profile individuals, privately held companies, and start-ups.𝐂𝐚𝐩𝐚𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:➢ Crisis & Special Situations Counsel➢ Litigation Support➢ Financial Communications➢ Corporate Communications➢ Media Relations ➢ Investor Relations➢ Government & Regulatory Affairs➢ Writing & Editorial Services➢ Research➢ Publicity➢ Digital & Social Media Strategy

True Search creates value for the global economy by placing outstanding board members, c-suite executives, VPs, directors, and other strategic talent. Our clients include tech-focused brands - private and public - and established organizations. With 12 offices worldwide, our team of commercial and functional experts leverage their deep networks to connect companies with leading talent. True's approach to search blends relationships and experience with data-driven analytics to produce consistently better hiring decisions.True Search is part of the True platform, a global suite of products and services centered on talent.

We advise clients across Telecom, Healthcare, and Technology from start-ups to large, global enterprise organizations focused on developing customer-centric business models that drive significant growth.♦ Coach high performing executive leaders through strategic planning and vision devising and implementing robust customer-focused Service as a Strategy solutions.♦ Revamp culture, core values, and processes that improve overall customer success reducing churn while increasing revenue and Net Promoter Scores♦ Cultivate relationships with global customers, internal/external stakeholders, and C-level executives to foster long term strategies for success.♦ Track metrics and monitor benchmarks to capitalize on ROI. ✶SaaS ERP Client: Transformed and integrated Customer Support/Professional Services Teams to reduce churn and elevate revenue. Implemented key metrics to promote internal/external awareness of Customer Experience Program increasing NPS 40%. Envisioned/implemented robust global strategy for rapid and sustainable scalability to support new product offering. Championed exceptional 15% sales revenue increase by collaborating with Product and Sales Teams to enhance service offerings. Led top three client renewals resulting in $1M annual revenue. ✶Startup Travel Business: Consulted on implementation of NPS achieving 40% increase in one year. Renewed premier client contracts, successfully renegotiated largest client deal valued at $2.5M.✶Global Hosting/Telecommunications Consortium Client: Redesigned preeminent customer experience structure. Led events/conferences to increase renewal rates. Increased NPS 10 points/20%. Orchestrated evolution of core messaging by pinpointing key differentiators. Instrumental in reducing churn rate 15% ✶SaaS Sales Client: Developed/implemented customer success metrics, upgrade, and renewal strategy. ✶Healthcare Services Client: Developed robust sales strategy to expand customer success, drive revenues, reduce churn.

I was instrumental in leading strategic planning and initiatives for growing healthcare/pharmaceutical services business during this year-long engagement♦ Transformed overall business strategy by instituting customer value proposition and talent management best practices. Restructured teams and established a customer-focused culture.♦ Instrumental in leading contract renegotiation and renewals to maintain and expand existing client accounts. ♦ Leveraged industry expertise to institute standardized KPIs taking into account NPS, dashboards, and churn to align organizational goals.♦ Collaborated with Product/Engineering Departments to strategically develop and launch modernized Customer Management platform.♦ Cultivate and maintain strong relationships with clients to drive customer success, exceed expectations and ROI.✶Piloted Customer Experience Program from inception based on NPS metrics to transform customer experience and foster business growth through a customer-centered approach. ✶Catalyst for renewing top 20% of customer-base and securing $6M in annual revenue. ✶Streamlined customer onboarding and implementation process which improved go-live dates 60%.✶Achieved 20% increase of close rates partnering with Sales/Marketing Teams to successfully integrate messaging into sales process that focused on profound customer dedication.✶Instrumental in driving 50% reduction in customer churn rate. ✶Key contributor to all-inclusive customer success shift with 40% increase in Net Promoter Scores (NPS).

As CCO, I lead the customer experience strategy at Voxeo which includes responsibility for Sales, Marketing, Professional Services, Customer Support, Human Resources, Culture and Voxeo University. Core to the role is a focus on maintaining and strengthening our customer-centric culture, built on our core values and fueled by a team of motivated and engaged Voxeons. Voxeo's corporate focus is to remain the most customer-oriented vendor in our industry. We've achieved a Net Promoter Score (NPS) of 62%, the highest customer loyalty score achieved by any business software or telecommunications company. Net Promoter is the gold standard in the measurement of a company’s relationship with their customers. Voxeo's YTD transactional NPS score for 2011 is 80%. 2011 was a year of continuing to perfect the formula to perfect our Customer Obsession. This focus underscores Voxeo's commitment to the success of our customers and partners. It enables us to improve customer retention and referrals, which are both key metrics for our growth.

Voxeo is the leading provider of a global cloud communications applications platform. The company's common sense approach isn't rocket science: 1. Offer a great platform. Make it exceptionally easy for people to try, buy and use. 2. Provide an amazing customer experience via Customer Obsession Teams. The approach has made Voxeo a leading choice among developers, service providers, telcos and the answer for enterprise companies who don't subscribe to the mentality that a powerful solution needs to be complicated and expensive. More than 150,000 developers and enterprise customers - including half of the Fortune 100 - use Voxeo's Prophecy and VoiceObjects cloud and premise platforms to deliver innovative IVR, VoIP, outbound notification, unified communications and a new generation of SIP-powered solutions. Anyone can immediately download the Prophecy Platform and VoiceObjects suite or sign up to use Voxeo's hosted developer portal for free at www.voxeo.com/free.Voxeo is an employee-owned company with headquarters in Orlando, Beijing, Cologne and London. The company's Prophecy Platform has been downloaded more than 30,000 times since its launch in 2006 and its standards-based IVR hosting platform is the largest in the world and the only one backed by a 100% uptime guarantee. For more information visit www.voxeo.com or call +1 (407) 418-1800 or +44 (0) 20 7887 6085 in the UK and Europe.

Increased sales by leading, training, and developing 50-person salesforce, streamlining all sales processes and infrastructure.

A recognized leader in the global managed hosting market with over 1200 employees, Rackspace Managed Hosting leverages Fanatical Support ™ to deliver enterprise-level managed services to businesses of all sizes. I created, developed and managed the Intensive division of Rackspace which was comprised of over 150 Windows and Linux System Administrators, Customer Relationship Managers, systems engineers/developers, marketing and business analysts to provide Fanatical Support (TM) to our customers which increased company revenue by 40%. My role entailed day to day management of employees and customer relationships, hiring, retention and growth of account base, and strategic planning.

Responsible for building new Account Management team to strengthen customer relationships to reduce CHURN and increase installed base upgrades. Entailed day to day management of Rackers and customers, hiring, and retention and growth of account base. Morris Miller, Graham Weston, Pat Condon, Robert Miggins and Dominic Monkhouse taught me more than I can share about building world class organizations. Thank you. Lorenzo Gomez was instrumental to my happiness. He started the same day as me. Mama Karla was always there for us. As the Chief Babysitter. 😉

Burlee.com was a web hosting company that specialized in dedicated, shared, and collocation services for small to medium business, purchased in 2002 by Interland. Created Technical Support model that served up to 12,000 customers. Oversaw day-to-day activities and quality of Sales and Technical departments. Responsible for hiring, FAQ, and growth retention of account base. I was also mentored by Khaled Saffouri & William J. Maris. Graham and Lee had quite a bit to do with it as well. I owe these guys quite a bit of credit for my foundational learning. As well as an Angel investor who gave us the funds to keep going when we needed it.