Metric Sherpa is a research & advisory firm helping organizations understand, design, & deliver better customer interactions.As head of CX Advisory, I offer consulting, coaching, and training to help organizations deliver impactful service. Additional capabilities include delivery of keynotes, creating practical tools and resources, and leading highly-interactive workshops for CX teams of all types.

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- Had the amazing opportunity to build up a brand new contact center to serve the artists of BMI.

- Helping organizations of many different types to accelerate their CX transformations- Building up the L&D practice and providing consulting services- Evangelizing Customer Experience and Gig CX as an Arise Ambassador- Helping to improve the lives of our customers, employees, and partners through great experiences

Note: Officium Labs was acquired in 2021 by Arise and became Arise Gaming- Speaking, writing, and training on the power of meaningful Customer Experiences- Building up our brand presence through story-driven marketing- Anything and everything else that can be done in service to our customers and our employees!

- Building out the new Customer Experience strategy and function for UL Environmental Health & Safety- Evolving our Voice of Customer engine across all touch points...establishing the correct priorities and earning the right to grow the business- Enhancing the Employee Experience as the cornerstone of the Customer Experience

- Managed a complex, multi-team and multi-product support organization with several locations across the country- Reduced call volumes and department expense by over 30%, as well as dramatically increasing the average speed to resolution for all tickets- Held an exceptionally low turnover rate through various employee engagement techniques and team-building- Established KCS (Knowledge Centered Support) and dramatically improved self-service capabilities for both agents and customers- Founded and built up a Customer Experience program within the division

- Managed a team responsible for the fulfillment of end-user training for all UL WHS applications- Training demographics include Occupational Healthcare and EHS professionals- Increased utilization rate of training group by over 16 percentage points over the course of 2015- Works with internal and external stakeholders to consistently improve training quality and overall customer experience- Creates custom training packages to meet customer needs, both onsite and online- Also conducts internal professional development training on topics ranging from generating new ideas as a UL University representative

- Leads a team of analysts to provide exceptional customer support on a Learning and Safety Management System. Team is also the primary support agent for several associated products including a Content Creation System, an Incident Management System, an Ondemand training solution, and a library of SCORM/AICC compliant safety and health training that can be delivered over multiple platforms.- Casts vision over the team and executes strategies for constant improvement and operational excellence- Actively develops team through mentoring, coaching, and leadership by example- Works closely with development to assign priority on bugs and new features. Also assists to ensure optimum timing and quality with all new application releases.- Communicates regularly with product management to exemplify the voice of the customer and enhance the product roadmap for external and internal stakeholders- Ensures constant improvement of the team in the areas of product knowledge and professionalism through many different types of training opportunities and a departmental ambassador program- Uses metrics to drive business and ensure departmental objectives are being met- Overseas daily operations of the team including creation of executive reports, conducting huddles, and ensuring agent availability for customers on the phones during regular support hours- Collaborates with peer managers and leadership to set meaningful initiatives for the department and aid in their fulfillment. Examples include implementation of “RightNow” case ticketing system, implementation of CISCO phone system, creation of a knowledge base, scripting of process documentation, and improvements to new hire orientation curriculum.

- Primary agent in the execution of 400+ full customer migrations onto a newly created software package- Intimately involved in each stage of the project, including planning and training on the new product- Managed post-migration support activity to guide clients through transition phase- Worked closely with development team, client base, and business analysts to improve product for future releases

- Given responsibility as “team lead” to assist in the operations of the department- Took a leadership role in the development of new analysts and in the creation of a new hire resources- Made sure incoming cases were resolved in a timely and satisfying manner- Performed call analytics to reduce call volume and increase overall team effectiveness- Assisted in the management and resolution of escalated case activity