• dougnbryan@gmail.com • Excellence in client service – internal and external – is at the foundation of every successful company. I create practical client-driven solutions that enable customers to become “raving fans,” while growing enterprise software and business services organizations to new levels of profitability and service excellence.As a consultant, I approach every situation with the same methodology: people, process and measurement. Beginning with the question “How are you doing for your client today,” I then architect that feedback into processes and protocols that create enjoyment during every touchpoint of the customer interaction. I’ve worn many hats in my 25-year career but for the majority of my assignments, I have focused on building robust customer facing operations that have exceeded all customer expectations – both in terms of what we deliver and how we deliver it. My strategy is to hire exceptional people, equip them with practical processes, develop outstanding cooperation across different departments, and then scale the operations through effective feedback and data-driven modeling. A FEW NOTABLES…→ Grew revenues for Ariba, as VP, Worldwide Customer Service, from $1M to $60M through price increases, new services packages, and direct customer negotiation on renewals. → Turned around floundering customer loyalty program. Deployed surveys, and within one month, had results showing outstanding NPS (Net Promoter Score).→ Led rollout of company-wide Operational Excellence program, which improved teamwork across DocuSign locations and teams.→ Implemented Salesforce.com, giving company real-time revenue projections and project-tracking metrics. MY KEY AREAS OF IMPACT…> Building and developing high performance global teams > Developing strong and lasting positive cultures – team and company-wide> Implementing standards and processes to ensure extraordinary customer loyalty