J.D. Power CX Solutions provides cross-industry expertise and benchmarks powering your quest for customer experience excellence.​

West Monroe is a progressive business and technology consulting firm that partners with dynamic organizations to re-imagine, build, and operate their businesses at peak performance. Our team of more than 600 professionals is comprised of an uncommon blend of business consultants and deep technologists. This unique combination of expertise enables us to design, develop, implement, and run strategic business and technology solutions that yield a dramatic commercial impact on our clients’ profitability and performance.

Define and execute Strategic Account strategy for fast growth division. Form partnerships and establish go-to-market opportunities with key partners. Direct 20+ global account teams across Americas, Europe, and Asia Pacific.

Direct teams of up to 60 and manage up to 5 client engagements concurrently for global leader in technology-enabled business solutions, with annual sales target of $2 million.THOUGHT LEADERSHIP – Champion the organization’s core values of Client Value, Leadership by Example, Integrity & Transparency, Fairness, and Pursuit of Excellence. Share knowledge and best practices within the firm as appropriate; evangelize leadership concepts and best practices.BUSINESS DEVELOPMENT – Create and present proposals, identify and develop new market offerings, open new client accounts, and conduct client workshops to share industry trends and best practices. TEAM BUILDING, TRAINING & SUPERVISION – Recruit and hire staff, mentor and counsel junior resources, and manage performance evaluation process. Create and implement training for new and experienced team members. PROJECT/ENGAGEMENT MANAGEMENT – Manage all phases of the client engagement lifecycle, including engagement planning, resource acquisition, day-to-day issue resolution, status reporting, and financial management. Address scope change requests and other matters to ensure progress towards completion.ACCOMPLISHMENTS:• Achieved average of 155+% on all client satisfaction scores; consistently rated in top 20% of the company.• Contributed to growth in retail practice from under 20 to over 70 resources in 3 years.• Created 3 new offerings: Web Channel, Next Generation Workplace, and Enterprise Mobility Strategies.• Mentored and counseled 7 team members who subsequently earned promotions.• Generated over $19 million in revenues over the past 3 years while maintaining high profitability.• Earned off-cycle promotion in 1st 9 months of tenure based on exceptional performance.

Promoted to manage larger engagements and hold responsibility for sales targets. Oversaw multiple clients and engagements concurrently, developing senior-level relationships and handling difficult issues/situations. Leveraged expertise in eCommerce, Marketing, Customer Service, and Customer Data Management to meet goals.•Certified Project Management Professional (PMP) www.pmi.org•Expertise in CRM/IT strategy, business case development, ERP/CRM planning/estimating and implementation, customer-centric information management, program/project management and multi-channel, global application delivery.•Cross-industry CRM experience (Manufacturing, Chemicals, Automotive, Utilities and Telecommunications).

•Ran the Quality Assurance test lab and testing of corporate tax software.•Offered full-time employment at end of internship.

Worked in the HR department assisting with Payroll applications, general administration and creation of presentation documents.