Guiding digital product and service enablement to transform customer experience in Residential and C&I space for AES, a global leader in renewable power generation and distribution.

Created Smart Home solutions and early-stage innovation concepts for CenterPoint Energy, a progressive gas and electric energy company with more than 7 million customers throughout the Midwest and South. Leveraged IoT, Big Data and with significant collaboration with internal/external partners, created new B2B and B2C solutions to grow business and improve customer experience.- Key contributor in creating a cloud-based subscription solution to professionally monitor HVAC and appliance performance, energy usage, water leaks and safety / security.- Led concept development and execution for cloud-based mobile app and sales/service website; created requirements, use cases and journeys collaborating with software developers.- Developed go-to-market strategy that defined target market and created personas, product roadmap, competitive positioning, pricing, branding, UI and messaging through driving quantitative and qualitative market research and engaging external agencies. - Authored data-driven messaging and business rules, informed by IoT and machine learning, to drive customer engagement. - Created operational strategies to support new business opportunities. - Developed financial models in support of project funding, what-if analysis, executive briefings, budgets and forecasts.- Led commercial opportunity development for safety and energy business opportunities performing due diligence and crafting business cases.

Developed, launched and directed a high margin global affinity marketing business model offering 3rd party products and services to consumer members and resort clients for the RCI brand; a global leader in the hospitality industry that provides vacations to nearly 4,000,000 member households worldwide via a network over over 4,500 resorts. Partners included financial services companies and providers of global travel products. Multi-channel distribution platforms included Web, Mobile & Call Center. - Built the affinity marketing business model platform, sourced and negotiated with business partners, maintained partner relationships and structured governance processes to identify, approve and onboard partner products. - Led global cross-functional teams leveraging marketing, market research, sales, finance, legal and IT to identify market segments, select appropriate products and implement.- Developed multi-channel marketing programs to promote offers and convert leads.- Created new business models to complement existing customer acquisition and exchange structure.

Hands-on P&L leader in Product Management, Brand & Marketing Strategy, After Sales customer service operations and product re-manufacture in North America for TCL, the 3rd largest LCD TV manufacturer in world. Extensive experience leading direct-reports and international cross-functional teams comprised of R&D, manufacturing, sales, marketing and finance to identify/create roadmap and commercialize products. Owned customer relationship and key account manager for large national retail partners such as Amazon, Home Depot & Big Lots. Routinely represented our products with large enterprise partners such as Amazon, Walmart, Sam's, Aarons and Best Buy to present product plans and customer service strategy. - Launched a 15-model TCL portfolio into the US market achieving $50M annual revenue in the first two years exceeding sales volume, mix and revenue targets; introduced “Smart TV” technology working with Roku, Yahoo and Netflix and Asia-based R&D. Go-to-market strategy resulted in product placement in nine of top twenty national accounts.- Led 30-model RCA portfolio achieving $400M annual revenue; successfully transitioned to LED / LCD technology improving profitability and customer experience. - Created sales enablement information to grow business; value positioning, brand strategy, market analysis, competitive analysis, product roadmaps, sales training, brochures and trade show materials.- Developed marketing commercialization materials; user guides, government labeling, packaging, data sheets, on-screen demo mode, website and social media content.- Developed global processes to better integrate market research into product development.- Transformed after sales customer service management (call center, field service, depot service, service parts, technical support) through innovative, industry leading, business process re-engineering, developed secondary market sales channels, improved cost position and enhanced customer experience.

Directed $50M After Sales service and product quality operations for RCA Television leveraging multiple vendor relationships. Key deliverables included warranty operations, customer call center, field service, depot service, technical support, service parts (new and re-manufactured), re-manufactured televisions, reverse logistics, warehousing and warranty P&L. - Consistently achieved ROI through process improvement while enhancing customer experience. - Key company interaction point for customer service strategy to retail partners such as Walmart, Sam's, Aarons, Best Buy, Sears, and others. Directed and developed a 6-person team plus multiple vendors.

Directed customer experience and product marketing services operations in support of RCA Television product sales; product dealer and consumer collateral, packaging, instruction manuals, website and user interface for RCA Television. Created dealer presentations to secure dealer sales channel product placement. Executed B2C and B2B online marketing campaigns. Directed and developed a 7-person team plus vendors.

Drove direct-response marketing strategy for portfolio of RCA, GE & Technicolor branded consumer electronics products. Worked with dealer channel to leverage consumer information delivering value to customers; including extended warranty service contracts and promotional offers. Digitized business processes to increase operational efficiency, process effectiveness, improve lead generation capability and provide better customer experience.

Led direct marketing & business planning. Directed industry-leading customer segmentation and database marketing through leverage of robust member data, IT resources for execution and collaboration with marketing for customer engagement. Results significantly exceeded plan. Directed and developed a 7-person team plus multiple vendors.

Created global Strategic Planning process and rolled up North America plan, new product introduction assessment and business case analysis to make new product/service go/no-go decisions. Conducted M&A / due diligence on potential acquisitions. Directed and developed a 4-person team.

Created market analysis and complex business cases / financial analysis in support of acquiring new owner/member groups, affiliate resort development and business opportunities.