I define functional service capabilities, providing leadership and direction to define people enablement and service delivery. I train and develop technicians within the workforce, understanding their customer satisfaction and customer experience across service networks, creating opportunities to expand customer offerings. I manage a cost center of $2.9M and a cross-functional team of 13 direct employees. Highlights:-Transformed the team from a fractured, siloed mentality by… Show more I define functional service capabilities, providing leadership and direction to define people enablement and service delivery. I train and develop technicians within the workforce, understanding their customer satisfaction and customer experience across service networks, creating opportunities to expand customer offerings. I manage a cost center of $2.9M and a cross-functional team of 13 direct employees. Highlights:-Transformed the team from a fractured, siloed mentality by re-staffing and restructuring team and dynamics to leverage individual skillsets and establish a 10-year growth strategy.-Delivered 2 systems globally to achieve efficiency across service operations, allowing for 5% growth (from a base of $800M) realization in the business.-Incorporated remote training and engagement in response to the COVID-19 pandemic, pioneering an initiative to bring training to the staff regardless of location, mitigating $8M in enterprise training costs. Show less

I oversaw warranty operations impacting customer experience with products and the effectiveness of the processes to improve quality across the line. I coordinated and consolidated efforts with multiple product lines, sharing resources and economies of scale across product line business. I managed 10 employees globally and held P&L for a $3M budget. Highlights:-Aligned and standardized processes to create a standard approach across the businesses and organization. Created the… Show more I oversaw warranty operations impacting customer experience with products and the effectiveness of the processes to improve quality across the line. I coordinated and consolidated efforts with multiple product lines, sharing resources and economies of scale across product line business. I managed 10 employees globally and held P&L for a $3M budget. Highlights:-Aligned and standardized processes to create a standard approach across the businesses and organization. Created the methodology for Korean warranty coverage, enabling business intelligence to drive work across the organization. -Built a future strategy of cross-functional engagement with the finance function to align product performance for better financial planning.-Increased quality by 12% after prioritizing issues, coordinating teams, finding urgency in solutions with engineers, and suppliers across the four business units.-Instituted a 5-year quality planning process with finance, a first for the organization, to enable innovation and partnerships. Show less

I promoted and led integration across all product businesses, overseeing a central team for each business unit. I prepared the organization for technology transformation and led 2 significant product launches.Highlights:-Increased direct organization scope to 22 employees and indirect function of 50+ team members. -Coached, mentored, developed future leaders across the globe.