Leads digital communications team in developing and maintaining critical voice and video communication systems including video conferencing, meetinghouse presentation and webcast, and enterprise and small office telephone solutions.

Vice President: Operations (May 2012 – October 2014)Director: Product Operations (March 2005 – May 2012)Increasing business operations responsibility in:• Supply Side - demand forecasting, supply chain incl. warranty services, regulatory compliance, and vendor/technology relations • System Analysis & Enhancement - custom and purchased solutions for license mgmt., royalty liability, install base updates, support tracking, SugarCRM, Salesforce.com, NetSuite, etc.• Customer… Show more Vice President: Operations (May 2012 – October 2014)Director: Product Operations (March 2005 – May 2012)Increasing business operations responsibility in:• Supply Side - demand forecasting, supply chain incl. warranty services, regulatory compliance, and vendor/technology relations • System Analysis & Enhancement - custom and purchased solutions for license mgmt., royalty liability, install base updates, support tracking, SugarCRM, Salesforce.com, NetSuite, etc.• Customer Satisfaction - out of box experience, documentation, professional services, customer support, merchandise returns• Channel Operations & Human Resources - OEM, domestic and international multi-tier pricing execution, salary and benefits analysis, hiring/separation complianceResults included:• Reduced captive inventory capital from 90 days to zero (~$200K+ savings), reduced per unit costs 10-50%, improved supply chain reliability, customer experience and product margin (top appliance margin >75%) • Salesforce.com implementation increased premium support services satisfaction to 98%, improved on-time renewal rates to over 80% from less than 50%, and produced first automated key performance indicator (KPI) dashboard• Transition to Internet based documentation significantly reduced support cases, improved customer satisfaction, accuracy and availabilityDirector of Product Marketing/Product Team Lead (Aug 2003 – March 2005)• Key member of start-up team (#5), helped define product, developed 2-tier channel sales model, and supported IP reviews (US Patent #7,864,788)• Produced product marketing materials and evaluation guide, demonstrator for shows, partners and customers Show less

Director of Product Marketing/Product Management (Feb 2000 – Aug 2003)• Formalized an iterative product steering process that improved business case and strategy definition and stabilized development scope more rapidly• Developed product marketing plan and communications, managed outsourced creative efforts, and directed product lifecycle and distribution• Launched Callware’s two most successful products (new installs and upgrades) for small to medium business and enterprise… Show more Director of Product Marketing/Product Management (Feb 2000 – Aug 2003)• Formalized an iterative product steering process that improved business case and strategy definition and stabilized development scope more rapidly• Developed product marketing plan and communications, managed outsourced creative efforts, and directed product lifecycle and distribution• Launched Callware’s two most successful products (new installs and upgrades) for small to medium business and enterprise institutionsDirector of Support Services (Jan 1997 – Feb 2000)Directed Customer Service, Technical Support, and Sales Engineering services• Upgraded and refined support-call tracking and reporting system resulting in faster case resolution, internal status reports (KPI), and customer use data • Began including customer feedback with product team to better appreciate customer needs and support impact of product changes• Designed and implemented secure online licensing service providing customers with anytime access to installation licenses and upgrades• Efforts resulted in the ability to double monthly installations with no increase in staff and within budget while improving caller satisfaction Show less