Grow lifelong customers by delivering joyful memories at life's key moments. Built CX Program and customer-first culture shift from the ground up. Spearhead returns reduction strategies for Chief Digital Officer to improve productivity. Drive cross-functional projects with Customer Service, Supply Chain, Merchandising, Engineering, Digital tech support, Product, Marketing, Analytics, Stores.- Establish and manage the Net Promoter (NPS) and Customer Satisfaction (CSAT) program for website, mobile web, tablet and App. Embed the "closed-loop process"​ into website product and process design by leading action workshops using journey mapping and lean six sigma to prioritize improvements.- NPS results up 10% since start and CSAT up 6% YoY; hundreds of employees now prioritize VOC- $170MM in saved sales by improved item availability technology changes for Macy's and Bloomingdale's, new site standards for product descriptions and images, >$10MM in saving customers who had orders canceled; increased Chat service coverage and adding new Social Media service, make Checkout UI easier and cleaner for higher conversion- Partner with the contact center to provide signature service; provided a Partnership governance structure across 7 divisions in 3 months; NPS up double digits with better agent productivity and expense savings. Defect contact analysis reduced returns expense ~$1MM by fixing textiles photography, and breakage in top of table sets, beauty makeup palettes, furniture.- Established Detractor callbacks to close the loop 1-to-1, resulting in higher retention and spend - Created a groundswell of passionate participation through the CX Champion network in year 1; expanded 20% year 2, 50% in 3 years; at steady state in year 5 and champions are a part of rolesNETWORK: Forrester CX Council; Sponsor of Millennial employee groupAWARDS: 2017 Chairman's Award; 2017 and 2014 annual "Make Magic" Award for Customer Engagement

Four-year term to serve as advisor to the Executive Director of Development & Alumni Relations. Provide input to the Dean's Advisory Circle. Review and provide strategies for expanding and engaging the Global alumni network and brainstorm new initiatives. - Lead Berkeley-Haas Alumni Council meetings, participate in Leadership and Alumni conferences- Encouraged the team to focus on NPS as a framework for benchmarking and taking action on gaps- Represent the Berkeley-Haas Alumni Council on the Dean’s Advisory Circle (DAC)- Represent the Berkeley-Haas Alumni Network at School and University functions- Championed corporate matching as an effective way to rally alumni and raise funds

The Haas Alumni Network is a worldwide alumni association of graduates from the Haas School of Business at the University of California at Berkeley. We deliver career, educational, and social events.+ Engage with current students and alumni using social media including Facebook, LinkedIn, email and the Website.+ Increased Facebook members by 40% in 9 months through word of mouth referral strategies. Grew LinkedIn membership 13% in half a year.+ Improve Haas Alumni Network branding and awareness for the San Francisco chapter by improving the end-to-end customer experience.+ Identify and invite key speakers to lead educational events for continuous learning.

Provide guidance on developing global customer experience programs and hands-on expertise implementing them. Work with clients in various industries including automotive, insurance, SAAS/ software, security, social media and technology. Work with clients AAA, Etsy, Symantec/ Norton, VMware, Volkswagen, Zuberance on short-term and ongoing projects.+ AAA: Aggregated multiple listening posts using common language and systems (social media, survey, calls, walk-ins, written). Developed closed-loop process design in Salesforce.com. Trained teams on closed-loop processes. Program up within one year.+ Etsy: Design a Net Promoter program and survey to listen to members (buyers and sellers) and make improvements.+ Symantec: Develop advanced training modules for the global champion program. Provide tools, templates, and a how to guide for champions to run customer experience activities in their regions.+ VMware: Enable Customer Advocacy Team Leaders to grow awareness and gain adoption of their revitalized advocacy program. Train leaders in the Americas, APJ, and EMEA to build and execute regional programs and provide guidance on closed-loop alert follow-up, communications, CRM development, and action planning workshops. Developed a Field Guide to train the Australia New Zealand teams on key processes. Training is being turned into an App.+ Volkswagen: Assess CRM usage by the importer and dealers in foreign markets. Create touchpoint maps and high-level plans to get to desired state of knowing and interacting with customers. Developed CRM taining materials for market importers and dealers. +Zuberance: Work with CEO on brand advocacy research projects, creating and case study stories and economic models to be used by account, sales, and PR teams to grow the social media marketing business.

Prepare individuals to become more influential leaders though effective and sticky communication. Videotape and coach Managers, Directors, and C-level individuals in 1 on 1 sessions. Encourage leaders to push themselves to feel uncomfortable while practicing new delivery techniques to get their message across. Train leaders to craft a strong point of view with supporting evidence and then to share a message that will drive people to take action. Clients include AT&T, Bayer, Fidelity, ON Semi, Stryker.

Support client, Volkswagen, to improve customer centricity. Develop CRM strategies for global markets and provide change management tools to move the organization from the current to future state. Assess importers and dealers in markets such as South Africa, Canada, and the Middle East. Hold stakeholder interviews, develop touchpoint maps across functions and the customer lifecycle, analyze gaps between current and future state, and develop plans to meet future state targets. Develop training materials for importers and dealers to make consumer-centered decisions. Developing CRM training pilot program for 600 Dealers in Russia.

Part of a core team that designed and deployed a member experience program at AAA through the "Listening & Fixing" workstream. Orchestrate a process for listening to members (complaints/compliments, survey feedback, social media) and acting on feedback to “close the loop” by restoring member relationships and making structural improvements. + Develop common process and SLAs for member follow-up across 12 divisions (pilot 400 Reps) to proactively call Detractors who have had negative experiences with a division (e.g., ERS)+ Build relationships, train, and align business unit champions as change leaders to implement and enforce new loyalty principles and member-centric processes + Write business and technical requirements for complaint management database and reporting capabilities in Salesforce for member-facing employees; developed application in 6 months

Global technology and consulting firm enabling organizations drive higher levels of customer loyaltyTrusted customer loyalty advisor, agile on cross-functional teams, passionate about helping organizations create delightful experiences through taking strategic and tactical actions on customer feedback.Provide strategic advice to 20+ organizations using the Net Promoter Operating Model methodology to foster organizational change while applying the market research rigor of key driver and loyalty segment analysis. Manage the end-to-end process for writing, editing, and publishing Answering the Ultimate Question. Work with a team of methodologists, market researchers, and industry experts to:+ Develop and deploy end-to-end customer experience programs for global B2B and B2C enterprises+ Gather requirements through stakeholder interviews and develop 1-3 year roadmap+ Map the customer corridor and craft survey to understand key loyalty drivers+ Design detailed “closed-loop” processes for teams to act quickly and decisively on feedback + Deliver executive results and facilitate cross-team workshops to develop structural action plans + Assess program, design scorecard, benchmark competitors, link financials, show ROI+ Lead client engagements, share best practices, and lay a solid foundation for loyalty programs

Marketing Consultant and Project Manager for the Ciputra Group, Real Estate Developers in Jakarta, Indonesia who develops hotels, malls, amusement parks, golf courses, and housing communities. + Consulted on a real estate expansion project of the capital city, Abjuga, for President Obasanjo of Nigeria. Met with the President and staff to scout for contiguous land to develop housing communities, reviewed mega-mall initiatives. Negotiated with first and second Kings.+ Engaged with Indonesian President Yudhoyono and agricultural Secretary on the nation’s top-ten initiative to increase agricultural production to foster sustainability. Managed a fertilizer developer, Saputra Nutrients, to develop a formula that would remineralize Indonesian rice fields. Generated press as Yudhoyono touted the project to be a possible Nobel winner.+ Calculated customer lifetime value (CLV) of Hotel Ciputra business traveler as $50,000 over 5 years to encourage management to deploy hotel staff training.

Launched a key corporate initiative to improve quality and service. Managed 30 people from cross-functional teams (Consumer Operations, IT/Infrastructure, Web Services) to launch eLearning pilot. + Developed and deployed an online refresher course for call center representatives (CSRs) on time and 75% under budget, saving $27,000+ Negotiated vendor contract to <10% of initial price of $30,000+ Investigated and selected new technology that met IT and business requirements. Reengineered new workflow, shifting workload from variable labor to fixed internal resources, reducing costs to <$5,000+ Reduced development/deployment throughput time from 6 months to 6 weeks to match business speed+ Generated enterprise-wide interest for new andragogy and technology and helped gain 2004 budgetary support for $250,000 from Human Resources and Learning, Performance, and Quality divisions