Engagement was focused on providing support to the Operations organization in several key areas.

Delivered consulting and project management services for two scopes of work. One was centered around business planning and the other focused on regulatory compliance with U.S. Customs and Border Protection.

As a transformational leader with this North American provider of intermodal chassis leasing services, I was tasked with planning, establishing and overseeing its new Customer Experience function.Among some of my key highlights as a Director, I:• Directed the reorganization of functional elements of the website, reducing dropdown menus by 42%.• Established criteria for single sign-on capability for FlexiVan customer systems, reducing password reset requests from end-users by… Show more As a transformational leader with this North American provider of intermodal chassis leasing services, I was tasked with planning, establishing and overseeing its new Customer Experience function.Among some of my key highlights as a Director, I:• Directed the reorganization of functional elements of the website, reducing dropdown menus by 42%.• Established criteria for single sign-on capability for FlexiVan customer systems, reducing password reset requests from end-users by 27%.• Balanced leadership of the Customer Experience function with a Zendesk implementation, achieving a 94% satisfaction rate from users.Among my areas of proven performance, I:• Defined the key priorities, functions and culture which would enable the new department to support the overall business vision. • Converted functions from other departments to Customer Experience.• Lead, train and mentor a team responsible for executing on the broader Customer Experience function. • Partner with IT to ensure the integration of service-oriented process flows and system features.• Unify the organization through strong relationships across the customer and internal stakeholder base.• Establish and leverage qualitative and quantitative data that provides vital insight on the impact of customer experience on other aspects of the business. Show less

My role with this intermodal transportation company was to develop its existing service function into a full-fledged Customer Experience function through the enhancement of customer experience of both self-service products and traditional service channel interactions.Among my accomplishments with TRAC, I eliminated the root cause of an issue causing problems with customer billing accuracy, collectively achieving an 18% reduction in billing errors after 6 months.Among my areas of… Show more My role with this intermodal transportation company was to develop its existing service function into a full-fledged Customer Experience function through the enhancement of customer experience of both self-service products and traditional service channel interactions.Among my accomplishments with TRAC, I eliminated the root cause of an issue causing problems with customer billing accuracy, collectively achieving an 18% reduction in billing errors after 6 months.Among my areas of proven performance, I:• Instituted new business rules, business processes, standard service procedures and KPIs to support Customer Experience.• Formalized key functions and interactions owned by the Customer Service department.• Contributed to P&L growth and development alongside the Sales team through the use of new customer experience data. Show less

After strong performance in my previous role, I earned the opportunity to spearhead a customer-focused Lean Six Sigma improvement project. Among my areas of proven performance, I:• Executed on a project to reduce service friction for high-margin customers through adjustments to the empowerment and systems access of the service team. • Achieved $1.2M in incremental annual revenue for the customers involved, and earned Green Belt certification upon the project’s… Show more After strong performance in my previous role, I earned the opportunity to spearhead a customer-focused Lean Six Sigma improvement project. Among my areas of proven performance, I:• Executed on a project to reduce service friction for high-margin customers through adjustments to the empowerment and systems access of the service team. • Achieved $1.2M in incremental annual revenue for the customers involved, and earned Green Belt certification upon the project’s conclusion.• Earned experience representing the North American region on a global initiative to improve the Customer Satisfaction Survey.• Held ownership of the North America region’s e-commerce product portfolio. Show less

In this executive role with a global container shipping company, I oversaw a process improvement team focused on innovating to improve the organization’s ability to deliver on its customer’s expectations. Among my accomplishments in this role, I strategized the implementation of an Interactive Voice-Response System, consolidated data from multiple sources into a single view, and created a data model which would become an internal scorecard for productivity.