Championed the execution of customer service vision and strategy for five lines of business totaling $2B in sales. Achieved the #1 ranking for service in the animal health industry by creating a world-class experience for 30K customers and 15M+ pet owners. *Increased Net Promoter Score (NPS) 16% and improved Customer Satisfaction (CSAT) 19%, playing an integral role in increasing loyalty and demand for products.*Led 150 person contact center managing over 600,000 customer contacts annually with a 90% CSAT performance. *Drove implementation of Salesforce.com for Service (Case Management) and Marketing (Campaign Management) laying the foundation for complete CRM footprint and a 360-degree view of customer. Led governance, change management, and IT coordination.*Developed Customer Effort Score (CES) for each of the 30,000 Veterinary customers demonstrating the role reduced customer effort has on customer loyalty and giving the marketing, sales, and service the ability to quickly analyze customers at risk.*Implemented Voice of Customer program with annual surveys for customer service driver identification, competitive comparison, and benchmarking. Implemented transactional surveys with real time customer issue alerts, along with a closed loop customer issue resolution process incorporating agent coaching for continuous customer experience improvement. *Responsible for all order channels – eCommerce, EDI, Phone, and email – processing over 700k orders and sales of over $2 billion.*Oversaw third-party distribution, logistics, and freight provider delivering over 1.1 million orders shipped in over 4 million units out of 3 warehouses nationally.

Executive overseeing global IT architecture as well as all North and South America IT applications and projects . Lead IT governance, stakeholder management and alignment, IT communication, and IT financial management activities. Responsible for enterprise applications, including Oracle ERP, Microsoft CRM, reporting and consolidation systems, and TIBCO integration platforms. Drove resource optimization and consolidation of systems/processes while continuing to deliver value for the commercial business. Oversaw a $100M budget and a 110+-member team of IT professionals and outsourced providers.*Directed the development and launch of the Customer Insight (CRM) program from the ground up and led $50M global implementation of Oracle ERP program in partnership with Europe/South America counterparts.*Managed project expenses, risks and scope changes, drove organizational change control, and stakeholder management with business and technology leaders.*Led the shift in project management methodology from a waterfall approach to an Agile project approach, incorporating business ownership into the project life-cycle process*Directed a major cost-reduction effort to transition outsourced IT infrastructure operations from one large global services provider to several small, flexible providers responsible for managing the help desk, servers, etc.*Identified, selected, and negotiated vendor contracts; established performance measures, service-level agreements, contract reviews, baseline management, procurement, and contracts payable functions.*Implemented a single version of the truth concept for information and data governance, consolidating multiple data sources/tools into one process/system to achieve improved analytics, consistent data, and reduced cost.*Oversaw the creation of eCommerce websites in six countries and brand/consumer websites in 12 countries for the FRONTLINE® and Heartgard® brands.