Drive Workforce Management, Customer Experience, Customer Loyalty, Telephony, and quality monitoring for Contact Center. Serve as Product Owner for Salesforce ecosystem. Supervises 4 direct reports with 40 people under management. Report to COO. • Improved Contact Center SLA of 80:30 by 10% across multiple lines of business within 6 months. • Increased speed of the proficiency of new hires at Contact Center by 15% by revamping trainings.• Improved digital adoption of employees.• Created an integrated, holistic Quality Dashboard involving after-call survey, QM, speech analytics, and secret shopper, which set a new standard for Contact Center excellence.• Decreased technical debt in Salesforce ecosystem, reducing queues by 20%. • Launched Salesforce Center of Excellence for all applications in Salesforce ecosystem, (service cloud, sales cloud, marketing cloud, & Vlocity portals (Broker, Consumer, Member, Employer, & Provider).

Managed final 18 months of complex Service Cloud implementation. Supervised 2 direct reports with 200 indirect including consultants and System Integrator partners. Reported to the CIO.• Turned around a failing program, delivered a project that had been 3 years behind schedule, and scaled to an additional 30% of users. • Repaired oppositional relationships with SI vendor that has become the model of success and aligned IT and business to accomplish the mission. • Stood up an inside sales organization from scratch within 12 weeks.

Built and supervised a 6-member team of Product Owners. Developed and oversaw vision, culture, and processes for CRM and Sales & Marketing Enablement through traditional and digital channels. Translated complex data into meaningful stories, in collaboration with Data Scientists. Achieved alignment of global product roadmap with regional commercial priorities. Drove continual measurement improvements.• Democratized and monetized data. Integrated strategic change management with technology by orchestrating marketing and sales campaigns and creating a new cross-sell model.• Served as a key contributor to the efficient integration of $300B AUM acquisition.• Selected for Global Steering Committee (1 of 5 core leaders out of 15); re-platformed global website.• Spoke at Salesforce’s highest-rated discussion panel, Dreamforce 2019, Women in AI and Analytics.

Led strategy, planning, and implementation of lead-to-revenue lifecycle for large marketing/automation digital and technology transformations. • Recognized as a proven revenue generator, securing $4.8M in 2017.• Earned Business Operator Award, 2016 and Value Creator Award, 2016.

Managed global, cross-functional consulting teams.• Earned People Developer Award, 2015; Global Financial Services Client Excellence Award, 2013; and Rock Star Award, 2014.

Steered Workforce Management for Claims Strategic Initiative for a $64B US insurance company; a component of largest Salesforce licensing agreement in North America. • Earned Global Financial Services Client Excellence Award, 2013.