Established Customer Loyalty Program, including assessment of customer sentiment, prioritization of improvement opportunities, and oversight of improvement action teams.- Identified primary levers for improving customer loyalty and achieving Seagate’s business objectives.- Initiated and led multiple improvement programs focused on key business processes.- Collaborated with Sales to retain ~$5MM of at-risk revenue, and identify growth opportunities.

Assisted NIMBL's clients with implementations of ERP solutions and services, as well as with establishing customer support organizations.

DIGITALGLOBE, Longmont, CO 2008 – 2013Director, Customer Care (Commercial & Defense) & Service Account ManagementEstablished DigitalGlobe’s Commercial & Defense Customer Care team, including the implementation of 7x24, global support operations. Championed customers’ experience, from order processing through fulfillment, and ongoing support. Accountable for managing mission-critical, online content platform.- Initiated the Service Account Management function in support of Strategic Accounts, supporting ~20% improvement in customer loyalty.- Achieved a 40% increase in efficiency and improved customer satisfaction, through implementation of consistent Service Management processes and utilization of process improvement techniques.- Managed team of +40 employees and budget of +$5MM.

Directed the establishment and operation of Amgen’s Global SAP Center of Excellence, supporting the sales, distribution, financial, HR business functions within regulated environment.- Drove implementation of Service Management processes (ITIL), including Incident, Problem, and Change Management as well as establishment of Service Level Agreements and performance metrics.- Oversaw multiple SAP system upgrades and functional enhancements. Effectively managed production changes in parallel with major functional releases.- Managed team of +20 employees and annual budget of +$4MM.

Led establishment of Global Center of Excellence, including deployment of a multi-sourced staffing model and consolidation of support teams based in France, India, and the US. Team included 80 Lilly employees and 60 employees from the External Service Provider. Supported portfolio of +70 business applications including manufacturing, process/laboratory automation, distribution, quality, and employee health and safety. Managed annual budget in excess of $22M.

Led establishment of global, support organization. Provided technical, IT Infrastructure support for all US-based manufacturing sites, including support for server platforms, dedicated manufacturing networks, and process automation workstations. Led team of 120 employees, and managed annual budget of $24M.

Led UK Affiliate implementation of integrated business processes, including production planning, supply chain, manufacturing, financial, and HR. Responsible for completion of business process definition, system configuration, customer acceptance testing, and system cutover activities. Also coordinated start-up activities for Italian and German Affiliates.

Led establishment of team responsible for supporting European affiliates. Implemented Service Management Processes, Standard Service Offering and service-oriented metrics. Led completion of post-implementation assessments intended to improve the overall stability of the application and technical environments within the Spanish and French affiliates. Subsequent improvements resulted in a 25% decrease in ongoing system incidents within production planning and warehouse management functions. Managed $12M budget and 40 employees.

IT Manager, SAP HR Implementation Leader and HRIS Support Manager. Influenced use of SAP-delivered functionality to enable improved business processes. Led team in completion of SAP configuration and design of SAP functional bolt-ons, interfaces, and data conversions. Led completion of integration / customer acceptance testing and execution of system cutover activities. In parallel, led 35 member client-facing HRIS team with an annual budget of $6M. Supported applications utilized by the 25,000-employee US Affiliate. Specific applications included Peoplesoft, Resumex, Business Objects, and numerous custom applications.

Held various leadership, and technically-oriented positions, including:Sr. Human Resources Representative, Human Resources. Provided support for approximately 300 employees within the IT organization. Administered HR-related processes, including performance management, compensation administration, staffing, recruiting, and payroll. Coached employees and management regarding career development, disciplinary actions, and issue resolution. Project Leader, Human Resources Information Systems (HRIS). Managed $2M budget while leading 25 member, customer-facing team responsible for supporting all HR applications. Served as Development Project Leader with responsibility for leading multiple project teams. Specific examples of projects include Peoplesoft HRMS 3.0 implementation; PeopleSoft 3.2 upgrade; PeopleTools 4.0 upgrade; PeopleSoft & DB2 performance tuning project; and PeopleSoft HRMS DB2 to Oracle migration. Sr. Systems Analyst, Corporate Information Resource Center. Established corporate computing standards (application software, hardware, workstation / network operating systems) and provided subsequent technical support. Negotiated global purchase agreement with Microsoft and Compaq Corporations. Led deployment of Windows operating system across US and European affiliates.