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Lead the CX Strategy Analytics team on a once in a career opportunity to guide a company like Oracle on a loyalty journey.- Built and owned the Oracle customer loyalty and satisfaction insights programs, spanning net-new implementations for Net Promoter Score (NPS) and business line-specific Product Satisfaction, Support Satisfaction, Strategic Client, and Focus Group programs.- Identification and prioritization of key drivers inhibiting company growth objectives, providing prescriptive, cross functional actions to attain competitive parity with competition. Linked customer intended behavior and pipeline implications to journey factors across promoter/ passive/ detractor groupings- Established effective, ongoing partnerships with key executives and CX leaders across 15 business lines within the company operating at a multi-billion-dollar scale, reaching tens of thousands of customers externally and driving over 100 customer-oriented actions and feature improvements internally on a quarterly basis. - Provide strategic market research giving competitive placement in the marketplace along multiple disciplines (IaaS, HCM, Support, Database) and key drivers of decision makers in the respective markets- Drove Oracle overall NPS improvement by 7 points validated by a corresponding 5% increase in revenue period over period. - Key employee satisfaction program wins, driving tool and service selection for all Oracle employees

Lead customer facing organizations within the Customer Success Group - Delivered best in class churn and net-retention numbers for the company - Established an onboarding function to drive consistency, speed, and quality in to new customer experience - Established CX practice for Reputation.com, including developing a CX GTM strategy for sales - Developed analytics strategy resulting in customer driven change for product and engineering teams based on customer voice and operational metrics - Improved Support Satisfaction by >30% YoY through improved tools, analytics, coaching and development - Implemented customer voice driven bug prioritization process with product and engineering resulting in fast track prioritization on sensitive accounts - Returned 2% to company gross margin in 2019 through efficient operations, best in class process application and training and development of staff - Drove monitoring and alerting strategy for DevOps, resulting in establishment of a trust page and clear lines of visibility into platform performance - Deployed knowledge management practice, delivering over 260 KB articles, standardizing customer responses and driving efficiencies

Responsible for identifying and driving operational best practices through B2B and B2C support organizations, customer success, and customer experience functions - Full Net Promoter Score System and customer satisfaction rollout for McAfee in both the B2B and B2C businesses - Established 50+ customer touchpoint listening posts to take high quality customer feedback and turn it in to over 100 actionable initiatives across all aspects of the McAfee business - Established Customer Success Group as the data driven voice of truth throughout McAfee. This led to partnerships with finance, engineering, product management and IT to benchmark and drive improvements through the business - Developed enterprise-wide reporting platform using existing toolsets to deliver CX and operational data across the company with no additional investment needed. Created broad visibility to previously difficult to find CX related customer data, enabling the company to self-serve in real time. - Provided support operations QA for over 600 B2B and 1800 B2C agents across the globe, focusing on improved service delivery and greater efficiency through the application of best in class methodology around coaching, training and visibility - Established regular business reviews to provide on-going performance management mechanisms, scaling expertise around the globe, resulting in award winning quality and efficiency improvements in the business. Wrote operational playbooks for the organization, outlining methodology and approach for best in class operations -Teams won multiple TSIA Star Awards for excellence in support, continual improvement, and innovation in addition to winning the Intel Quality Award (2014) - the first subsidiary to ever win this prestigious award at Intel

Responsible for leading an international team of 180 supporting major corporate environments with outsourced IT end user computing delivery. - Built scalable delivery model allowing for repeatable implementation of best practices across multiple companies in multiple verticals including Ingram Micro, Chubb & Son Insurance, UNUM, MeadWestvaco, Duke-Conoco Phillips, SAB/Miller and Miller Brewing. - Aggregate satisfaction scores for these lines of business Achieving SSIA (now TSIA) trendsetter benchmarks, with all clients serving as referenceable accounts. - Standardized reporting, dashboarding and analytics across the ITO space, allowing for broad visibility to real time performance of the operations up to c-staff. - Re-engineered staffing models, saving 16% on labor expenditures in the first year. Deployed Activity Based Compensation programs for domestic operations resulting in an additional 10% - Led end user computing division to leader status in Gartner Magic Quadrant in 2007 and 2008

Worked across multiple disciplines including:- equities / options trading - high net worth services- electronic products & trading platforms including fidelity.com- retirement services group- participant services group (DC, DB, H&W, Payroll)- FINRA/NASD registered Series 7, 8, 63