Founder & President of Customer CentricityDo you have a critical project that needs to get across the finish line? I can help.Extensive background in high-tech, software services & medical device manufacturing industries.Boot-strapped Customer Centricity, and have since worked with numerous firms on mission-critical projects (on the CEO's radar screen) to simply get them done! Includes whole-company integrations of acquired firms, CRM and ERP implementations and upgrades, helping companies dramatically improve the customer experience, and launching companies and/or their products in new countries and regions.One of the most significant programs led, was launching a medical device manufacturing firm in 11 countries in Europe; all on the same day! Failure was, quite simply, not an option. Included establishing the business entity in each country, establishing product and service delivery partners, acquiring office space, staffing up, defining and implementing necessary processes and IT systems, training personnel, localizing the product as well as ensuring compliance with the various regulatory bodies. The outcome: investors and the user community ALL provided feedback indicating the launch was flawless!As VP, Customer Care for Genuity led numerous initiatives increasing customer satisfaction, positioning the company for its August 2002 ranking, by Network Magazine, as the #1 Internet Service Provider in customer service.Responsible for leading the service restoration efforts for Genuity's customer-base, post 9/11. Ensured resources were marshaled in a timely manner to restore services as quickly as possible to impacted customers, while continuing to deliver high quality service to non-impacted customers.As Director, Information Services for GTE Internetworking, was instrumental in developing processes to integrate sales, marketing and operations to present "one face" to the customer.At EDS, Holland Mark Martin and GTE Mobile Communications, developed processes and implemented technology to support all facets of the customer relationship.Began career at Great Northern Paper designing & implementing, sales & marketing systems. Lectured as a guest speaker at Bentley College, Rivier College, Boston College, Harvard University, Clark University & numerous other organizations. Performed as adjunct professor at Bentley College.Specialties: Program Management, Project Management, Customer Relationship Management (CRM), Post Merger/Acquisition Integration, Business Process Streamlining and other high-impact commercial initiatives.