Consultant and trainer on various management topics including customer satisfaction strategy and execution, marketing including using web, social media and mobile techniques and general management. Customized and personalized education created to meet client needs and hand holding to get projects and programs implemented. Range of businesses targeted: from Local Business to Large organizations including Multinationals.Accomplishments:Developed and delivered training to a rapidly growing software vendor on Customer Satisfaction topics including why customer satisfaction is important, problem areas to avoid and best practices and techniques to delight customers.Awarded a Certificate from Google Analytics Academy for the Digital Analytics Fundamentals Course.

• Responsible to ensure IBM account executives on the largest Strategic Outsourcing contracts in Canada, US and South America, achieve high levels of customer satisfaction with their customers to protect and grow revenue. • Turned around multiyear declines in customer satisfaction to achieve all time highs while exceeding targets on customer satisfaction metrics..• Managed the complex input and scheduling of the customer survey process as well as the distribution, analysis and insights into the results, improving the process and front line productivity while reducing staff overhead requirements.• Provided consulting guidance to management on strategy, progress and required actions to improve. Ensured implementation of required improvements.. • Implemented supportive management and reporting systems, on progress, action plans and year end forecasted results• Improved Account Executive productivity through training in customer insights,sharing the best practices of high achievers , individual coaching sessions and the rollout of programs to prevent customer problems.

• Responsible to ensure SW Sales customers were satisfied with Middleware Software in Canada, US and South America (Americas)• Turned around Customer Satisfaction with IBM Software from lowest to highest of all sales teams over multiple years, while consistently exceeding targets on Customer Satisfaction Metrics.• Resolved selected critical customer complaints. • Implemented supportive management and reporting systems, inspiring confidence in senior management on progress, action plans in multiple areas• Ensured IBM's post sale support, complaint and critical situation management process were functioning well and perceived as value add to IBM customers.• Identified root causes for repetitive (pervasive) processes, and implementing resolutions for the recurring problems to prevent customer recurrence.• Continuously improved complaint and critical situation management and post sale support effectiveness resulting in reduced damage control time spent by front line employees by over 10% per year. • Developed and delivered training programs at IBM’s Software University, regional meetings and on conference calls on the customer survey process, expectation setting, the lessons learned, damage control and preventive programs.• Directly managed 3-4 staff with 23 dotted line staff supporting all aspects of Americas SW Customer Satisfaction and Technical Operations process.• Continuously improved the product requirements process, providing feedback to development on customer requested product improvements

.• Responsible for the Software customer critical situation process for SW Sales in Canada, US and South America (Americas). • Minimized damage control involvement by Senior IBM Executives. • Identified root causes for repetitive (pervasive) processes, and implemented resolutions for the recurring problems to prevent customer recurrence.• Managed selected critical projects for Americas Software Sales Team (Y2K preparation, 9/11 response and Emergency Notification processes.)

Various staff and management positions within IBM Canada, including Direct Sales, Product Marketing and Introduction, Channel Sales, Marketing campaigns to specific market segments, and teaching courses and management of the IBM Canada’s Eastern Region Education Center and an International Assignment to IBM’s PC Development Division in Boca Raton Florida.