Doing great things with amazing people! Rethinking and reengineering the insurance industry, while helping people live longer and more fulfilling lives.Continued responsibility for our marketing technology platform and its support with additional responsibilities for operations and project management services within the greater Marketing and Experience organization..

Responsible for building out our state of the art digital marketing technology stack and support team that puts us at the forefront of audience targeting, digital marketing, lead nurture, conversion, product feedback, ideation, innovation and analytics.Platforms implemented include:* Salesforce SalesCloud, Marketing Cloud, Advertising Studio, Sprout Social* LiveRamp* Zendesk and Qualtrics* Optimizely and Contentful* AppsFlyer and Amplitude

Responsible for the creation of our customer care team and the selection and implementation of advanced technologies to support them.* Led the site selection team and the buildout of our first office in Providence, RI* Implemented Zendesk for issue tracking and multichannel communications with our customer including: email, SMS, Social, chat, talk and online knowledge base* Later led the migration from Zendesk Talk to Genesys Cloud (PureCloud) and implemented sophisticated IVR and call handling solution.* Developed Xcode implementation of the Zendesk iOS SDK in our mobile application as well as other mobile customer care support experiences and technologies.

Doing great things with amazing people! Rethinking and reengineering the insurance industry, while helping people live longer and more fulfilling lives.

CloudCraze is a SaaS based B2B and B2B ISV eCommerce solution for Salesforce.com serving A-List international customers. Responsible for the post sale life cycle experience for our customers. Functional oversight includes Professional Services, Support and ongoing Customer Success. The company was sold to new private equity investors and then sold to Salesforce.• Senior Executive responsible for the post sale relationship with the customer.• Responsible for customer satisfaction, renewals and additional service revenues.• Restructured and standardized our new customer on boarding process to include Customer Success oversight, better communications with the customer and more efficient collaboration.• Implemented the Service Cloud support portal and community to improve engagement with customers and track SLA commitments real-time.• Led product development significantly improving product quality, created a customer driven product road, formalized release cycles and revamped documentation.

Responsible for providing Customer Support, Implementation Support and Forensic Services.• Oversaw real-time support services via our 24x7 Network Operations Center• Responsible for customer satisfaction and immediate resolution of issues. • Implemented rapid response guidelines for officer involved shootings• Acting voice of the customer providing input on product enhancements and service needs.• Improved compliance by implementing formal SLA performance metrics and reporting.• Responsible for providing high quality forensic services and expert testimony at trial for law enforcement.

Responsible for the cloud infrastructure and high availability service delivery for this market leader in enterprise wireless network solutions. Managed international teams in Support, Operations and Information Technology. The company completed a successful IPO.• Implemented a follow-the-sun global support model with staffed 24x7 with resources in the UK, US and China.• Implemented online services including customer portals, partner portals, knowledge bases, FAQ's and online ticket tracking.• Implemented standard CSAT and NPS reporting and customer engagement programs that increased those scores to consistent levels over 95% and 90% respectively.• Provided support and engagement for both direct customers and our partner network of distributors and integrators.• Implemented license tracking and renewal programs.• Expanded data center cloud operations to a global high availability model growing to over 350 servers in 7 data centers in 5 countries using a dual provider model (Amazon and Dimension Data) while increasing the online SLA performance to a consistent run rate of over 99.95%• Developed real time cost modeling to accurately capture the cost of service delivery• Restructured, upgraded and secured the IT infrastructure for SOX compliance and IPO readiness.• Completed the implementations of Salesforce.com (CRM) and NetSuite (ERP) platforms to support end-to-end order transaction flow.• Managed an Operations and support budget over $10M

Led product development, daily operations and the ongoing customer success lifecycle of this rapidly growing privately held company, providing cloud-based call center solutions to an international customer base. Managed over 40 people covering key areas such as Development, Operations, Engineering, Professional Services, Provisioning, Support, and Account Management. The company was sold to Genesys at a gain for its shareholders.• Created a cross functional Customer Engagement Management team, providing clients with a structured ongoing model of continuous engagement and success. Increased customer satisfaction from 65% to 95% and reduced account turnover to less than 5%.• Personally engaged with customers face-to-face, developing strong personal and professional partnerships. This increased loyalty, satisfaction and revenues.• Developed a proprietary large data repository that provided benchmarks and detailed analytics helping customers improve the efficiency and service levels in their call centers. • Responsible for multi-tenant product development with products including 100% SIP soft phone, server based call handling and IVR design.• Responsible for post sale service revenue and renewals of over $20M annually.• Led cross-functional teams responsible for the large time-critical implementations for accounts such as The Hartford, Aon, and Overstock.com and integration projects with other customers using solutions such as Siebel, Oracle, and Saleforce.com • Led the migration new technologies, allowing the company to cut operating and licensing costs by as much as 30% per seat.• Home shored development cutting costs by 30% and reducing delivery times by as much as 50%.• Implemented infrastructure and change control procedures that increased service availability from from 99.95% to 99.99%.• Implemented and maintained SAS 70 certification.

Responsible for leading IT Operations, Development and Support. Led the development of mission critical applications. Company was sold for a profit to another private venture equity firm.• Led a $2 million effort to modernize the infrastructure and applications while supporting a move to a new offices. Completed on schedule and on budget. Availability increased from 99.5% to 99.99%.• Implemented an IT steering committee to provide governance over large scale development projects and assure alignment between users, leadership and IT resources. • Led the implementation of Salesforce.com tracking the sales teams deal flow and Pega Systems workflow tools to automate the processes for arranging catering, ground transportation, airport services, refueling, maintenance, etc.

Developed an independent consulting practice, providing interim CIO level resources to early stage start-up companies. Performed assessments, IT audits, developed strategy, and development roadmaps.• Provided interim CIO leadership for a home care technologies company, developed the IT infrastructure strategy, and provided counsel to the CEO.• Performed an IT audit and product development assessment for a start-up funded by Ray Kurzweil in the medical training market space.

Led global IT resources for a 1,300 person management consulting firm with offices in over 30 countries. Developed and implemented the IT strategy. Managed data center operations in Hong Kong, London, and Boston. Led a staff of over 50 direct and an additional 50 indirect reports.• Reduced the operating budget from $14 million to $11.5 million through contract negotiations, realignment, and reductions in staff as well as savings from an aging ISDN data to a global MPLS based WAN.• Created a data and operations center in Hong Kong, creating a third data center that allowed for continuous operations and eliminated $500,000 in outside disaster recovery costs.• Led the selection, acquisition, and global implementation of the Lawson accounting system.

Created the IT department for this early stage start-up, providing reverse insurance products for high net worth individuals and corporate owned insurance instruments. Led a staff of 12, responsible for underwriting, portfolio management, and customer service applications. Led a staff of 45 customer service call center agents. • Led the creation of custom underwriting, portfolio management, and customer service applications to provide end-to-end tracking of the application process, taking the process from 60 days to as little as 14.• Cut costs by pioneering the implementation of Unified Messaging to consolidate and route customer interactions. This effort saved 45 minutes a day per agent.• Grew the portfolio to over $2 billion in assets. This was achieved in five years and company was sold to CNA.

Created the IT department for this start-up, originally providing prepackaged medications for distribution through doctors offices to patients. Led a staff of 13 located in Chicago and Philadelphia. The company had a successful IPO.• Created TouchScript(TM) application that automated prescription fulfillment, claims processing and copy management. This grew from $8 million/year to over $17 million/year in revenues.• Created a custom DEA compliant production, packaging and inventory management system.• Participated in the due diligence and acquisition, and successfully led the integration of six competitors.• Participated in road show presentations to investors such as Hambrecht and Quist, Alex Brown, and Piper Jaffrey, raising over $10 million in a private funding. The company later went public with a market cap of over $2 billion.

Provided counsel and advice to clients in the aviation, insurance, distribution, and publishing industries.