Leverages expertise in Contact Center and Customer Experience to consult with clients to implement Contact Center as a Service and improve the overall customer experience.

Managed the global Customer Experience and Service programs to simplify and standardize customer/partner engagement, optimize workforce management, improve the customer experience, and simplify the customer journey.• Co-led a program to deploy cloud-based contact center applications globally, including Genesys Cloud ™ and Verint Cloud based WorkForce Optimization. Created the business case and future state strategy. Served as the functional subject matter expert that consulted with IT and vendors to design, configure, and implement solutions. • Diverted 60% of incoming inquiries to contact centers by introducing and deploying “digital first” assistants (i.e. chat bots) as the first line of interaction with customers. Resulted in improved customer service through quick resolutions as well as drove significant savings through reduction of FTEs. • Assisted in the selection, start up, and onboarding of a contingency staffing outsourcer, based in South Africa, to manage peak customer interactions for software service and technical support assistance. • Maintained knowledge of industry trends and best practices, as well as customer needs, to inform strategic roadmap planning through participation in vendor quarterly business reviews, customer advisory councils, and related industry events.

Built and led a virtual, centralized contact center services team designed to support the workforce management of Sage’s 1,100 person contact center. Created and supervised the Customer Experience Business Analytics and Reporting team. Responsible for a $2M operational budget and managed a combined team of 15 data analysts, reporting specialists, and schedulers. • Oversaw WorkForce Management (schedule changes, PTO) as well as request for telephony system changes for the 1,100-person dispersed contact centers to maintain service level standards and daily operations.• Led a cross functional/cross divisional effort to implement Verint Workforce Optimization software solution (Quality Monitoring, Call Recording and Workforce Management). Assessed current needs, developed a RFP, evaluated vendors, and negotiated contracts and terms. Collaborated with the Project Management Office, IT, vendors, and subject matter experts to define requirements and configure, test, and implement the solution. • Utilized change management principles to influence project sponsorship and adoption, as well as relationship management to accomplish goals across diverse internal departments and suppliers.• Established and managed a centralized governance team to administer and maintain operating standards, including development of standardized processes, contact center training, dashboards, and reporting. Monitored performance to ensure operational excellence.

Implemented, managed, and helped set strategic direction for the Service and Support organizations for Sage North America, focusing on infrastructure (e.g. tools and processes) and analytics (e.g. dashboards and metrics). • Assisted with the implementation of SAP (CRM and KM modules) for the Request to Service pillar. o Facilitated current state assessments across multiple product divisions, including gap analyses, process mapping, and prioritization to custom configure the CRM system. Partnered with IT and third-party partner (PWC) to develop system requirements, migration of data, development of test scripts and testing, training programs, and assistance with ‘go-live’ and post implementation support. • Identified KPIs focused on customer success (i.e., time to resolve, contract renewals, etc.) and monitored performance. Prioritized and escalated areas of improvements and followed through on action items.

Led a corporate wide project to standardize and streamline the service organization.• Engaged with Service VPs across Sage North America to collect best practices and processes. Collected and analyzed metrics to develop a performance standard, introduced dashboards, and created standardized management reporting used for executive business reviews.

Built both the North American service organization and subsequently created a global service organization, responsible for technical support and post-sale installation and training of motion capture software and hardware used in engineering, medical, academic, and animation environments. Managed a team of 10 support engineers as well as multiple third-party partner relationships (i.e., global distributors).• Developed the global network of service distributors, including onboarding, training, and support of service personnel. Managed customer escalations and assisted with key customer accounts to resolve issues and cement ongoing client relationships.• Led system and application implementations for engineering, medical, academic, and animation environments, to provide engineering expertise, on-site installation, configuration of software, system testing, and end user training. • Initiated the purchase and implementation of web-based CRM tools (RightNow Service™ and Salesforce.com) and managed ongoing operation to simplify customer support activities, including account management and tracking resulting in an increase in customer satisfaction (CSAT), securing maintenance contract renewals. • Co-developed a value proposition for pre-sales presentations to differentiate Vicon from competitors, highlighting service and support benefits that assisted with winning cross-sell, up-sell, and new business.

Director Member Services |1996 to 1997Led Business Development, working with a team of Account Managers, to prospect for new accounts and up-sell/cross-sell existing accounts. • Assessed client needs, developed recommendations, and wrote proposals for a variety of business problems, and worked with client to close engagements with companies such as Sun Microsystems, Oracle, and Silicon Graphics.• Organized, planned and forecast attendance, revenue, and cost of industry conferences and events. Professional Services Consultant and Trainer | 1995 to 1996

Responsible for Technical Support, Manufacturing, Distribution, Development, Documentation, and Quality Assurance organizations delivering software services and products worldwide. Managed the proactive support of subsidiaries and third party distributors in Europe and the Far East. Developed procedures, alliances and proactive plans to meet customers’ needs during a transition to next generation Mechanical Computer Aided Engineering (MCAE) software products on UNIX workstations including Sun, HP, IBM RS6000, DEC/RISC, and SGI. Championed the purchase of support automation and CRM tools for use by worldwide support organization.Performed technical support, quality assurance testing, benchmark studies, and back line research of hardware or software related problems as reported by customers using PDA software on various mainframe, mid frame, and Unix computers.