Journeys Matter provides Customer Experience/Success and Strategic Account Management consulting, training and coaching solutions.

• Project lead to create the Customer Success Organization - a corporate initiative to re-envision and reorganize customer/partner engagement to include account management, support, implementations and best practices.• Lead for creating and managing the Customer Success Management function and vision with a focus on producing profitable customer behaviors such as customer advocacy, retention, and reference-ability while paving the way for expansion. Responsible for overall customer and partner engagement, success, retention, revenue, etc.• Created and executed customer success methodology to optimize the customer life-cycle. • Created the Customer Value Realization Strategy and framework designed to enable customers to achieve success in terms of their business objectives, while improving time to value and maximization of IQNavigator revenue realization.• Created Engagement Models that promoted mutually beneficial goals and objectives for IQNavigator and its channel partners and customers.• Developed and managed Critical Care Program designed to remediate troubled accounts. • Project lead to develop customer and partner segmentation models geared to provide the right focus and support based on Customer Lifetime Value.

• Created and led function responsible for managing self-managed and partner accounts.• Lead responsible for driving the creation and implementation of new service offering designed to dramatically improve service levels, enable significantly increased revenue generation and improved profitability. • Developed Program Governance and Management models, best practices, playbooks and toolkits to ensure successful optimization between client’s business and functional strategies and client’s VMS program objectives and initiatives. • Project lead responsible for the vision, strategy and creation of multiple product offerings.• Account Executive and trusted advisor for largest company and industry wide VMS account. Global account spanned 18 countries, 68 business entities and over $5M Revenue. Recognized by client executive stakeholders for dramatically improving account service levels and acting as a trusted advisor. • Met or exceeded annual revenue expansion targets.

• Savings: Surpassed savings objective of $5M by $800K for total of $5.8M. • Developed and implemented a Procurement Center of Excellence for a decentralized organization comprised of over 60 business entities and 750 sites. Achieved executive buy-in by establishing a Procurement Advisory Council, an executive steering group representing internal field customers of the Stewart business. • Developed Procurement Program Teams to enable success through collaboration on complex and long-term National Programs between Procurement Category Leads, subject matter experts, and field based customer leaders. • Created strategy and provided executive steerage for key cost savings initiatives to include Telecom Expense Management, Property & Lease Management services, Multi-Functional Devices, etc. • Designed end-to-end processes for all cost savings initiatives to enable quick ramp-up and savings realization. • Launched new Procurement Site to better educate and provide field and corporate customers self-serve options.• Led roll-out of Lawson Procurement to include entire Procure-to-Pay cycle working cross functionally with Finance and key stakeholders. • Achieved high levels of field user acceptance by personally leading deployment efforts with a “high-touch” field based education and training program.

Designed and implemented a Global Procurement organization responsible for direct and indirect spend spanning the US, Canada, UK, Europe, Latin America and Asia/Pacific. • Savings: Exceeded 2007 savings objective of $8M by $1.1M for total of $9.1M; met 2006 savings target of $4M. • Defined key metrics for savings and process improvement opportunities including: supplier rationalization efforts and standardization of payment terms and processes. • Created category and segment sourcing strategies by developing Category and Project Management Playbooks (tools / processes that enable the creation and adaptation of consistent, repeatable practices for category assessment, planning, execution, benefits tracking and appropriate analysis of ROI and Total Cost in support of Go / No Go decisions as well as prioritization of initiatives). • Launched P2P and Procurement Intelligence Data Warehouse with interfaces to budgeting and revenue systems.• Established eAuctions, Meeting and Travel & Entertainment card programs to drive significant savings results. • Lead representative for LexisNexis to parent company team tasked with creation of Reed Elsevier Global Procurement organization. Reported to Executive Committee comprised of Reed Elsevier CEO, CFO, divisional CEOs (Elsevier / Reed Business Information), and divisional CPO’s. • Created the Reed Elsevier Services Sourcing Strategy (Labor, Legal, Consulting, HR General Categories). Led a cross-divisional team of procurement and functional experts and produced Sourcing Strategies for spend segments to include a vendor neutral, Managed Service Provider approach supported by tools which optimize the process of procuring and managing contingent and consulting labor.

Chosen change agent for developing a Procurement organization for LexisNexis Europe including managing local groups (UK, France, Germany, Austria and Poland). • Savings: Exceeded 2005 savings objective of $3.4M by $600K with delivery of $4M total. Surpassed 2004 $1.8M savings target with delivery of $2.5M total. • Researched best-in-class procurement models to identify appropriate o structure to support European regional business model. Interviewed executives and key managers in each country to understand customer needs. Created local organizations with dual reporting to region and local business units.• Strategically directed all activities for sourcing strategies’ planning, implementation and negotiations.• Created policies, processes, and tools to capture savings real-time for immediate bottom line impact as part of annual budget and reforecast cycle. • Developed Pan-European Procurement and travel policies.• Launched PeopleSoft Procurement • Managed the production and manufacturing operations via a matrix reporting structure.

Developed department with responsibility for US/Canada print/electronic media production/schedules planning, logistics, materials control, sourcing, and supplier management for two captive plants/ warehouses as well as multiple suppliers.

Managed the Purchasing and Outsourcing Department for a LexisNexis subsidiary with responsibility for direct and indirect spend..