Responsible for the North America market for TOA Global. Full P&L responsibility, leading Business Development, Client Relationship Management, Strategic Partnerships and Support Services. Work cross functionally with departments in Australia, South Africa and the Philippines.

Provide strategic insight to CX functions of the AI platform. Develop Sales go-to-market strategy and sales cycle.

Responsible for the Global Customer Service, Customer Experience, Customer Success, Customer Portal and Global Learning strategies for World Courier and for the Client Services department at ICS comprising of the Customer Service, Commercial Learning and Client Financial Services departments. • Developed three-year comprehensive Customer Experience strategy providing overall customer satisfaction and NPS, targeted listening posts for immediate feedback, formal closed loop feedback process, employee satisfaction and revenue risk factors by customer. • Devised and implemented the first formal Closed Loop Feedback program ever in the AmerisourceBergen enterprise. • Created and implemented first integrated Employee Survey / Customer Survey program showing correlation of Customer satisfaction to Employee satisfaction. • Strategically led the North America Customer Service (~300 Reps) Transformation project, resulting in reduction from 10,000+ to 1200 unread emails and reduction of call hold time from 65 minutes to under 60 seconds in six months, increasing productivity and customer satisfaction. • Scaled for growth through implementation of NICE’s CxOne Workforce Management system and global implementation of Case Management system in Salesforce.

Responsible for the Customer Service, Client Financial Services, Client Data Center and Commercial Learning departments for Integrated Commercialization Solutions business unit of AmerisourceBergen. Responsible for 190+ associates. Work with Business Development on new business opportunities both in the US and Australia. • Developed three-year strategy to implement technology enhancements to scale for growth in each department. First year resulted in streamlined processes for Account Receivables, Returns processing, Chargebacks processing, with savings of over $250,000 in efficiencies. • Successfully created 3PL Business Development department as part of an international assignment with World Courier Australia for the Australian market. • Maintained Service levels in Customer Service at 99.98% in order accuracy and 99% in calls answered.  • Maintained a 97% current level in Account Receivables for over $81 Billion dollars receivables on behalf of clients and for the company.

Responsible for the Account Management, Customer Service, Strategic Manufacturing Services, and Training departments for Integrated Commercialization Solutions business unit of AmerisourceBergen. Responsible for 160+ associates and relationships with clients. Work with Business Development on new business opportunities both in the US and Australia.• Developed and became the leader in the Drug Supply Chain Security Act (DSCSA) planning, paving the way on how to address the requirements of the act. •Improved Client Experience year over year through Account Management transformation. Created and improved infrastructure in the department, through enhancing client interactions. Resulted in double digit increase in NPS score year over year for 5 years.

Responsible for the Account Management, Customer Service and Training departments for Integrated Commercialization Solutions business unit of AmerisourceBergen. Responsible for 140+ associates and relationships with clients.• Increased Customer Service accuracy and reduced product loss by 85% through creating custom skill assignment model. • Helped create and host first ever cross business unit logistics summitfor alignment and opportunity sharing. • Created first ever Account Management onboard and advanced training programs in the company. •Enhanced Customer Service onboard training to increase floor readiness, implementing a "nesting"program as part of onboard training.

Responsible for the strategic planning and execution to National Accounts into the Dental Service Organization market. Coordinate, direct and lead 9 Regional Sales Managers and 56 Account Managers in pull through tactics to drive increased utilization of portfolio of products. Portfolio consists of both therapeutic and aesthetic/cosmetic products.• Created operational infrastructure for new team to include all Marketing, Reporting, Business Model, Training and Development, resulting in overachievement of revenue and net profit.• Increased customer base by three large accounts totaling over 200 offices on the West Coast of the US. • Increased sales 19.7% quarter-over-quarter.

Leader of $20 million book of business focusing on Group Practice Organizations that comprise 25% of annual company revenue. Member of the field leadership team that reported to National Sales Director. Responsible for 8 Direct reports trained in consultative selling and contracting to senior executives that focus on business solutions, revenue growth and profitability.• Achieved 103%, 111%, 108%, 108.1%, and 100% of sales goals for January, March, April, May, and June 2011.• Achieved 111% of sales quota for Q1 2011.

Sales Leader responsible for 9 Account Managers and 1 Specialty Account Manager. Geographical coverage of the Texas and Louisiana markets.• Received the 2007 National Achievement Award for achieving the highest percent to goal and highest growth of all Regional Managers. Coached and mentored two Account Managers that achieved #1 ranking nationally out of 115 Account Managers.• Successfully launched the first channel partner distribution initiative for the company with Henry Schein Dental.

Responsible for the strategic planning and sales execution to Corporate Accounts in the DPM segment. Directed and led 4 Regional Managers, 32 Account Managers and 4 clinical educators in the implementation of treatment protocols, and pull through strategies nationwide.

Direct sale medical device encompassing educating clinicians on proper clinical implementation of product, modifying current treatment protocols, and establishing networks around influential clinicians to promote utilization of product and increase value of relationships.