Assisting our clients optimize their enterprise processes, governance, IT systems, and omni-channel customer engagement strategies & capabilities through consulting, design, software development, software and services procurement, data analytics, and managed services.Twenty-one years of leadership experience in various Corporate Strategy, Marketing, Communications, Digital, Consulting, IT, and Contact Center Channels organizations for International Business Machines (IBM) as well as many consulting and delivery roles providing innovation and transformation insights and capabilities for Fortune 500 clients. 

Leveraging experience from managing and innovating IBM’s own Global Online presence (www.ibm.com), with direct responsibility for global web strategy, governance, user experience design, production, on-line commerce, content and agency relations, enabling Fortune 500 clients on similar omni-channel customer experience journeys.Prior to joining IBM corporate communications, marketing and ibm.com, help multiple roles in IBM Software Group managing and transforming IBM's own contact centers. Considered an industry subject matter expert on business transformation, digital, telephony, contact center outsourcing and optimization, procurement, multi-channel strategy, enablement, and operations. In summary, extremely passionate about solving complex business challenges quickly and cost effectively for our clients.

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Effective February 2014 IBM sold their CRM business with 35,000 employees to Concentrix, a wholly owned subsidiary of Synnex (Fortune 262 - 2014). Became the executive responsible for Digital Marketing & Interactive sales and delivery capability for our clients where we have 11 global delivery centers with over 700 talented digital marketing and creative resources. We help clients enable their marketing, sales and support effectiveness by providing consulting, design, content, development and managed services with unmatched scale and quality. Also engaged with key alliances that drive sales for Concentrix and our partners. Lead SME for omni-channel strategy and enablement, including voice (contact center), digital (portal, web, mobile, email, chat, social) and telephony (ivr, acd, routing, chi).Currently focused on assisting clients channel optimization, from strategy, design, development, deployment and managed services, including contact avoidance, contact deflection and contact optimization to drive business outcomes.

Driving sales and solution design of large Fortune 500 client opportunities that require consulting, software and managed services with specific focus on Cross-channel/Omni-channel Strategy and Enablement. Over 140M in client signings in 2013.IBM Smarter Commerce includes helping clients enable the marketing, sales, service/support and analytics capabilities across all customer touch-points. Primarily focused on North America in 2013 but supported many global opportunities as well.Practice Leader for Contact Center PracticeMultichannel Practice LeaderServices Leader for SWG Integration with Global ServicesServices Leader for MBPS collaboration with Global ServicesServices Leader for IBM Research assets with Global Services

Driving awareness, interest and demand for IBM's consulting, system integration and managed services offerings with a concentration and expertise on embedding consulting/transformation into client solutions. Driving business development, solution architecture and sales with our partners, and Fortune 500 enterprise clients. Responsible for building integrated solutions across IBM business units (consulting, outsourcing, hosting), client and partner capabilities to assist clients in optimizing their operations, driving revenue and creating best of class customer experiences.Subject Matter Expert in Omni-Channel Enablement, Contact Center, Online/Web Strategy and multi-channel Operations.

Responsible for driving business development, enterprise sales, go-to-market, partner relationships, and engagement delivery for the IBM consulting organization referenced as “Interactive Solutions”, which includes approximately 1000 resources responsible for the Mobile, IBM Interactive (our Creative Agency) and Contact Center (transformation and outsourcing) practice areas. Personally responsible for creating and driving many of the largest signings and engagements for the organization.Practice Leader Contact Center Strategy & OptimizationPractice Leader Knowledge & Content ManagementPractice Leader Telephony & Unified CommunicationsPractice Leader Multi-channel EnablementPractice Leader Agent DesktopPractice Leader Workforce OptimizationPractice Leader IBM InteractiveServices Leader for BPO collaboration with Global Services

Global Offering Leader for IBM’s BPO/BTO organization responsible for defining IBM’s global cross-channel strategies, offerings, partnerships, and go-to-market activities for IBM’s Global CRM Practice (42,000 agents) as well as the key cross-channel subject matter expert assigned to large scale, cross-channel sales and delivery engagements. Lead resource on determining what capability is built (core) vs. buy (M&A’s) vs. partner (non-core) and core resource for large BPO signings and transformation.Considered the subject matter expert in IBM on methods to optimize the cross-channel customer experience, transforming client business processes, usability design, online application development for new system functionality, and the development of marketing campaigns and tactics that increase the user adoption, revenue enhancement and drive cost savings for enterprise clients.

Responsible for setting the global strategy, determining partner relationships, responding to sales opportunities (RFI/RFP responses), and ensuring delivery excellence for Web & Speech (IVR) delivery with specialization in providing IBM's corporate clients cross-channel business transformation services for contact center optimization. The practice enables corporate customers to reduce operating costs by deflecting calls from call centers to lower cost channels (i.e., Web, Device & Speech enabled IVR systems) while also improving overall contact center effectiveness. On a recent transformation engagement, within one year the team delivered a 300% improvement in call deflections which delivered over 30M dollars of savings per month to the client as well as dramatically increased client satisfaction. Considered an expert in the industry for driving operating efficiency on the self service channels (Web, Device & Speech

Designing and delivering self service voice, IVR, Digital, and Call Center solutions for our large account customers that help reduce operating costs (call deflections) and improve customer satisfaction and brand loyalty, specifically around the Web, IVR and Device channels.Managing an external consulting practice that provides Fortune 500 clients business transformation outsourcing services with a focus on the self-service channels (IVR, Web, and Device). Involved with bid and proposals for new self-service and call center opportunities, as well as lead delivery responsibility for the largest BTO engagement within the company. Multi-channel, Marketing and Customer Service expertise, with deep Web and IVR understanding and experience around driving self-service channel adoption, improving user experience, maximizing functionality, content (and workflow), improving business processes and understanding channel metrics. Provide clients with a deep understanding of call center operations, including speech enablement, workforce management, skill-based routing, call routing, call center technology, knowledge management and agent reporting. Key Success factors align to improving customer satisfaction; deflecting calls from the call centers, improving average handle time and agent first call resolution, as well as improving cross-sell/up-sell take rates.Relocated to multiple locations for sales and then delivery of large transformation engagements.

Managed numerous departments (approximately 300 headcount) responsible for various components of the IBM's world-wide web presence (www.ibm.com), which included the teams responsible for IBM's global on-line user experience, overall web-site governance, external agency relations, and the design, development and web-site production for IBM's worldwide e-commerce engine/storefront (www.ibm.com/shop). Managed marketing and technical professionals with approximately 130 Million in program dollars. In 2002, reduced operating expenses by 24% while increasing productivity three fold. Positively impacted external revenue, goal attainment and customer satisfaction targets that contributed 13B via the Teleweb channel to the IBM Company. Drove the globalization and internationalization efforts for the ibm.com domain and implemented new tools and processes that transformed www.ibm.com. Participated in many committees that determined the user experience, content management, and web technology related strategies.

Responsible for developing the strategy, business requirements, project plan, budget, architecture, design, content, and the building of an organization to design and deploy a global sales coverage model for the Internet (.com) Segment (NetGeneration). Also responsible for transforming the NetGeneration site into the Global Small & Medium Business website (larger audience) within the IBM domain. The Web site component, (www.ibm.com/mediumbusiness), included single sign-on, secure registration, explicit and implicit personalization, commerce and direct fulfillment. This was one of the first dynamically served, database driven web site in IBM, and was launched in 120 days (concept to deployment), 40% under budget, targeting IBM's largest growth opportunity. Also managed three cross-organizational teams focused on development, content, and localization that managed the deployment and maintenance in 33 countries.

Responsible for CEO/CIO/CMO level content strategy and event management worldwide, including solutions showcases, Web sites, event applications, on-site network installations, graphic design and technical writing for the chairman's office and other senior level executives and business units. Primary focus was the technical content strategy and solution selection for IBM conferences relevant for Fortune 1000 CEO, CIO and CMO audiences. Also counsel to other IBM industry groups and geographies for managing and implementing executive level customer events. Implemented unique ideas and tools averaging 30% savings per year from previous organizations with more appropriate content, consistent messaging, better tracking, increased revenue, and better efficiencies which displayed dramatic increase on ROI and customer satisfaction. Managed event budgets from 500K to 3.5 Million per event. Technical interface to Chairman's office, product divisions, industries units, research laboratories and client teams worldwide. Implemented approximately sixty-two large-scale events and Web sites. Mission increased from North America to Worldwide based on best of breed processes, content, cost structure and revenue contribution. Transformational tools and processes are still in use today (2007

Created and managed various marketing programs, including CEO, CIO and CMO solution showcases, loaner and gift programs, tracking tools, and content for customer events within the North America Geography. Projects included North America CIO, CEO, IT Analyst, and industry conferences, including IBM's involvement at the 1996 Olympic Games. Developed and managed technical projects including Web sites, Lotus Notes/Domino applications, Internet KIOSKS, message systems and LAN/WAN networks. Authored various technical articles, including technical marketing brochures for nine CIO events worldwide.Had opportunity to consult and advise our CEO on what IBM solutions, products and technologies, what senior presenters, and drafted the majority of the messaging and content for CEO, CIO and CMO client interactions by our chairman's office.

Help lead technical role in IBM Software group on contact center strategy and operations, including leadership role in the process committee and IBM's own contact center transformation efforts. Designed and built new contact centers, consolidated centers, designed new applications and processes for IBM call centers in the software organization.Reported directly to General Manager to develop leadership capabilities.

Managed critical customer situations across Software Group's product line, as well as numerous customer projects and offerings, which included active involvement on-site with customer senior management, project offices, and multi-vendor technical staff, managing cross-IBM coordination. Managed customer satisfaction, service levels, problem resolution, and account teams.Previously was the technical team lead for operating system kernel focused on Hang and Trap Analysis. Implemented a unique team structure that had the highest problem identification validity rates, highest customer satisfaction, lowest attrition and shortest time to resolution out of all teams in the IBM Operating System Support Center (20% of the headcount managed 35% of the center's productivity). Received recognition for wins on many accounts

Team-lead within a 145 employee technical call center responsible for operating system problem determination, daily operations, customer escalations, education, vendor relations, trend analysis, productivity reporting, and process design. Directly responsible for the creation of a new call center, including facilities, ACD, team structure, hiring, knowledge management, processes, and productivity reporting. Also managed customer escalations, vendor management and training for technical call center representatives.Other responsibilities included Senior LAN Administrator, founding member of the Process Review Committee responsible for creating, implementing and maintaining processes within the support organization for ISO9000 compliance. Authored various productivity and support applications. Assisted in the coordination of activities and communications

Managed on-site head count within IBM call center, approximately 50 employees, assisted in determining workload, hiring, managed service levels and the IBM account relationship for support personnel. Assisted in growing the IBM account from five original headcount to fifty. Coordinated technical education and communications between IBM service and IBM development employees. Monitored call volumes and productivity to define strategies for cost reductions and efficiency improvements. Coordinated "live call" implementation of automated call distribution (ACD) process and the Voice Response System (VRU) (from a callback process). Developed REXX and HLLAPI programs that monitor department productivity and metrics. Duty manager for critical customer situations, task force lead on numerous IBM projects. Created internal tools and processes to improve the dissemination of technical information to system engineers and customers to continually increase productivity and reduce costs.

Consultant on-site at IBM for OS/2 and DOS Operating System Development and Service Organizations. Responsible for integrating necessary assembler and C code in the video subsystem for OEM compatibility and assisting large account customers with operating system related code defects and problem reports. Senior LAN administrator on 150-node network. Consistently recognized as the top problem closer/solver in 140 head count service organization. CSC Award for directly contributing to saving a key IBM account (AMEX

Responsibilities included General Ledger, various monthly accruals, account reconciliation's, financial statements, specializing in real estate accounting. Worked primarily on two different thrifts (Resource Savings, Banner Bank) under FDIC receivership. Used various mainframe and AS/400 accounting & office software packages. Attended class at night for CPA certification. Last year specialized in LAN Administration.

Assisted Undergraduate students with BASIC and COBOL programming. Also assisted in application flowcharting and systems design. Used PC's and mainframe resources on campus to assist in undergraduate level courses. Worked 30-40 week, paid way through college.