Through AVID everywhere, we deliver the industry's most open, innovative and comprehensive media platform connecting content creation and collaboration, asset protection, distribution and consumption for the most listened to, most watched and most loved media in the world! As the VP of Customer Care, I am responsible to set the vision, strategy and tactical plans for the global Customer Care organization responsible for global technical product support for Avid’s comprehensive line of products (hardware and software). As a global organization, my team has direct staff in countries local to our major customers; direct staff in our strategic Support Centers (Manila and Sczcecin); AVID Reseller Ecosystem and our Outsource Service Partners Network. The Customer Care team is ultimately responsible for the experience and loyalty across all AVID customers, whether Enterprise/Media, Reseller/Partner alliances or incredibly talented Individual Creatives.Additionally, I am driving an organization and business model transformation within the Support Services arena. Six months into the role, we have realigned our support operations to key customer segments, redesigned our support engagement and invested significant assets into upskilling and migrating technical support skills to a true end-2-end workflow approach. This has already improved troubleshooting capabilities as well as overall support effectiveness on behalf of key Enterprise and Channel customers.

Calix is leading a radical shift in the service provider market through the power of Calix Cloud Services and the world's only intelligent, software defined access network - AXOS.These capabilities are the result of a decade of focus, enabling Calix customers to collapse the network from the data center to the subscriber through the power of software. This new paradigm will result in a radical shift enabling a new level of subscriber experience.My responsibilities include full P&L ownership for all Support, Success and Managed Services offerings and delivery teams. I have functional line leadership of an exceptionally talented and customer focused Global Support organization that included: Tiers 1, 2 and 3 Technical Support, Product Serviceability, Customer Success Management, AGILE Product Release Cadences, Managed Services, Production Lab Environment and Production Release Training Development for Services. Key Strategic projects include: Customer Journey Mapping and Digital Transformation and Scalable Customer Engagement and International Strategy development.

Responsible for North America service operational excellence and strategy for Tyco Integrated Services & Solutions Portfolio: SimplexGrinnell (SG), Tyco Integrated Security (TIS), Tyco Integrated Fire & Security (TIFS - Canada) . Additional responsibilities: JCI/TYCO Merger Integration Core Team: Customer Engagement & Services Growth Tower., JCI Integration SWAT Team (April 2017)

• Full P&L responsibility to include all Pre-Sales, Bid, Order, Fulfillment and 3rd Party Vendor management (including compliance, regulatory and strategic partners)• Pioneered industry first closed-loop plastics recycling for new desktop computers, resulting in Dell being recognized as the “2015 Circular Economy Pioneer” award• Lead the world’s largest consumer recycling programs in 78 countries and territories, recovering 172.6 million lbs of used electronics, cumulative collections at 1.6 Billion lbs Jan 2016.• Increased IT Asset Disposition Services by +18% year-over-year with +1,600 basis points of margin while improving customer satisfaction by 5 points• Dell chosen to attend the US EPA Sustainable Materials Management Electronics Reuse & Recycling Forum & Received GOLD SMM Challenge Award!• Co-Development of a BI Platform to improve Optimization of Return Stream content and Resale Value.

• Led strategy, financial and yearly goal planning for a $1 billion services portfolio; improved organizational tactical management through enhanced resource planning processes• Spearheaded organization change management, integrating $300M service portfolio and approx. 2,000 team members as well as key "game-changing" special projects• Strong, strategic utility player able to work collaboratively with multifunctional, global teams to achieve outstanding results• Customer Journey Mapping and Engagement Redesign (across Field and Deployment).

• Led transformation of warranty services delivery model, real-time service delivery visibility and complex case management system/algorithm • Developed the Resolution Manager model, deployed globally effectively reducing customer effort and reducing case age and escalations by 60%.

• Service Delivery Planning for $800M of global spend (tech support/field services)• Increased forecast/demand planning accuracy for by 5% year-over-year; enhanced workforce capacity planning, improving overall service level spanning 155 countries• Improved outsource partner resource financial locks, yielding $2.5M in annual savings

President, Small Business Owner• Managed woman-owned business start-up for public sector sub-contractor services with full P&L responsibility, leading 100+ field staff and achieving 100% customer retention

Americas Service Center Sr. Manager/Director• Drove improvements in customer service delivery, achieving 98% on-time delivery and same-day order processing of 95%• Redesign of all end-to-end processes, driving scale, absorbed 5-8% growth year-over-year with no incremental headcount

Process Engineer I, II, III, Business Analyst & Domestic/International Customer Service/Technical Support Sr. Manager• Identified and delivered cost savings of $1.8M annually due to process re-design and abatement device improvements