Driving cross-functional projects and process changes across After Market Services, Marketing, and Sales to deliver an excellent power tool repair customer experiencePartnering with Customer Experience, Procurement, and Transportation departments within matrix organization to overhaul outbound shipping packaging materials and processesLeading continuous improvement change management across 6 Tool Service Centers, 2 Customer Service teams, and 1 Distribution Center to recalibrate… Show more Driving cross-functional projects and process changes across After Market Services, Marketing, and Sales to deliver an excellent power tool repair customer experiencePartnering with Customer Experience, Procurement, and Transportation departments within matrix organization to overhaul outbound shipping packaging materials and processesLeading continuous improvement change management across 6 Tool Service Centers, 2 Customer Service teams, and 1 Distribution Center to recalibrate lean certification processAnalyzed performance metric data and conducted qualitative interviews with variety of Sales stakeholders then launched suite of internal forms to streamline repair order entry processCoordinating agendas, shared presentations, lodging, meals, and team activities for reoccurring Quarterly Business Review, Leadership Shop Floor, Townhall meetings Show less

Persuaded leadership with industry best practices from LinkedIn Learning to adopt new teammember performance metric reducing time off phones by 17%Analyzed call data using multivariate regression and created Power BI report for Lean SixSigma Green Belt project lowering customer hold time by 38%Created quality assurance curriculum of 50+ flowcharts, documents, and training quizzes toimprove team member knowledge and service deliveryCoached 11 team members… Show more Persuaded leadership with industry best practices from LinkedIn Learning to adopt new teammember performance metric reducing time off phones by 17%Analyzed call data using multivariate regression and created Power BI report for Lean SixSigma Green Belt project lowering customer hold time by 38%Created quality assurance curriculum of 50+ flowcharts, documents, and training quizzes toimprove team member knowledge and service deliveryCoached 11 team members through career counseling, ride-alongs, and interview preparationto help 4 employees receive promotionsIntroduced potluck lunches, team building events, and volunteering activities to strengthenemployee engagement increasing annual survey score by 25 points over two years Show less

Developed, marketed, and launched Hilti Repair Pickup service in the United States andCanada improving customer experience and Account Manager productivityInvestigated hazardous materials transportation concerns, wrote comprehensive 30-pagereport, and presented recommendations to executive steering board of COO and Logistics VPManaged Transportation workstream of Hilti Jobsite Management project in partnership withcross-functional team and won 2022 Global Logistics… Show more Developed, marketed, and launched Hilti Repair Pickup service in the United States andCanada improving customer experience and Account Manager productivityInvestigated hazardous materials transportation concerns, wrote comprehensive 30-pagereport, and presented recommendations to executive steering board of COO and Logistics VPManaged Transportation workstream of Hilti Jobsite Management project in partnership withcross-functional team and won 2022 Global Logistics Innovation Award Show less

Quantified productivity gaps for civil construction contractor in Vermont and closed thelargest sale on the East Coast of 4-week implementation across 25 jobsitesPartnered with Owners, Foremen, and Warehouse Managers to ensure customer satisfactionand led Market Organization in software utilization and customer churn metricsConducted qualitative market research with key customer and wrote 14-page analysis duringthree-day event alongside Marketing Director to shape… Show more Quantified productivity gaps for civil construction contractor in Vermont and closed thelargest sale on the East Coast of 4-week implementation across 25 jobsitesPartnered with Owners, Foremen, and Warehouse Managers to ensure customer satisfactionand led Market Organization in software utilization and customer churn metricsConducted qualitative market research with key customer and wrote 14-page analysis duringthree-day event alongside Marketing Director to shape product strategy Show less

Drove account engagement with 50+ commercial contractors across three states through emphasis on customer education achieving 140% of power tool sales target

Partnered with two Account Managers as software, cloud, and connectivity pre-sales specialist in $10M territory attaining 118% of revenue goal