Alpesh Fadia Email & Phone Number

New Jersey

- Provide management consulting services to clients including Fortune 500 companies to enable them to successfully operate in a digital and hyper-VUCA (Volatility, Uncertainty, Complexity, and Ambiguity) world- Primary focus is on aligning, leadership, culture and strategy and organizational and individual performance to generate top and bottom-line growth and develop long-term competitive position - Customer and growth strategy includes all facets of branding, customer experience, customer journey, marketing, sales, contact centers, contact center technologies, competitive intelligence, benchmarking, and identifying capabilities that align and advance overall corporate strategy, vision and mission, in addition, to developing Marketing/Business Plans- Leadership and Cultural assessments include current leadership, leadership behaviors, organizational structure, organizational design, team effectiveness, mission, values, principles, beliefs, etc.- Conduct leadership development workshops based on self-authored book, in addition, to granting enterprise license of developed book programs

Served as Subject Matter Expert (SME) on contact centers and developing Customer Relationship“Roadmaps”/Strategy (marketing, sales and service)“Roadmap”/Strategy resulted in projects including:o Enhancing customer experienceo Employing customer insight and analytics based on customer segmentationo Contact center enhancementso Channel effectivenesso Cross-selling and up-sellingo Leadership and culture alignmento Organizational structure and cultural transformationo Team effectivenessRoadmap/Strategy led clients to:o Re-branding their image to a provider of more than single product companyo Selecting leaders who had relationships with other executives, competence and political capital to leaddivisionso Expand their brands into market segments with other product offeringso Function as a cohesive and unified organization instead of a silo-based enterpriseso Expand their market shareo Achieve deeper brand penetrationo Develop a broader view of CRM as a business strategy (not just a technology solution)o Ultimately become more customer driven organizationsGenerated multi-million dollars in consulting fees for follow-on CRM Roadmap and technology solutionimplementations for the firmCoached internal firm peers and other individuals in their career progression and personal endeavors

New York, Ny

Led contact center assessment engagements with team sizes of 2 to 6 professionalsClient challenges included:o Loss of brand valueo Not leveraging existing technologies to optimize call efficiency and effectivenesso Lagging in new technology adoptiono Agents not trained frequently, leading to increased call time and less customers being servedo Customer and employees’ feedback not integrated into improving call processeso Not operating as a cohesive organization, therefore limiting revenue and market growthEnabled clients to:o Design optimal customer experience for its consumerso Use Service as a strategic business asset and a competitive differentiatoro Achieve their intended market growth & deeper brand penetration Generated $1-2 million in new revenues for the firm and saved clients $2 million over 2 years Coached internal firm peers and other individuals along with client members

New York, Ny

Led contact center assessment engagements with team sizes of up to 5 professionalsClient challenges included:o Leveraging brand to expand to other market segmentso Customer service being a roadblock to growtho Agents not trained frequently, leading to increased call time, less customers being served and increasedoperational costo Customer and employees’ feedback not integrated into improving call processeso Lack of cohesion and therefore less communication between executives and agentsEvolved the client firms into premiere service organizations, enabling them to:o Provide enhanced customer experience (less hassle, providing solutions in less time, creating trust, etc.)o Achieve their intended market growth of 3%o Reduced costs by $2 million over the next 3 years Coached internal firm peers and other individuals along with client members

Secaucus, Nj

 Manage and promote product accessories in the North American market for cellular phones, vacuumcleaners, musical instruments, home audio, etc. Price product accessories and conduct market forecast and industry analysis Generated increase in accessory sales by 3-5% Produced $1-$2 million in revenue by selling product accessories to sister company

M.S., Marketing

B.S., Marketing