Happily providing knowledgable, efficient, and courteous customer service; collecting taxes that benefit a wide range of governmental functions. “I like to pay taxes. With them, I buy civilization.” ―Oliver Wendell Holmes Jr.

Providing professional career coaching to help people increase their self-awareness and do more of what works best in supporting their personal and professional development.

Led a globally diverse and talented team of service delivery enablement experts, change managers, communications professionals, and business/data analysts in preparing the entire company for new technology releases and enhancements. Used Workboard, Smartsheet, Confluence, and/or Jira for strategic planning and transparency in product insights and outcomes. Partnered with technology product owners, project managers, service and support leaders, and business partners around the company to ensure… Show more Led a globally diverse and talented team of service delivery enablement experts, change managers, communications professionals, and business/data analysts in preparing the entire company for new technology releases and enhancements. Used Workboard, Smartsheet, Confluence, and/or Jira for strategic planning and transparency in product insights and outcomes. Partnered with technology product owners, project managers, service and support leaders, and business partners around the company to ensure VMware colleagues were prepared for change by writing, designing, and delivering internal communication, training, reporting, hosting retros, and enabling support resources. Brought focus to the employee experience by designing employee engagement opportunities directly into quarterly technology roadshows. Fostered a culture focused on delivering a delightful experience. I loved helping employees learn and grow in the direction of their preferred future. Show less

Led operational programs and agile projects to continuously improve the digital customer experience and enable the global customer support team to more easily deliver service and support using Salesforce Service Cloud. Advised executives and managers in offering effective and easy-to-access technical, soft skills, and leadership development for a global team with central reporting for managers and team members. Managed employee engagement, global communication, change… Show more Led operational programs and agile projects to continuously improve the digital customer experience and enable the global customer support team to more easily deliver service and support using Salesforce Service Cloud. Advised executives and managers in offering effective and easy-to-access technical, soft skills, and leadership development for a global team with central reporting for managers and team members. Managed employee engagement, global communication, change management, learning & development, and recognition. Bought focus to Diversity & Inclusion in recruitment and hiring. Developed strategic communication plans, employee lifecycle models, and analyzed employee feedback to develop recognition programs.Led the digital technology design and deployment of Pivotal’s award-winning technical support home page and technical user community in Salesforce; applied user experience (UX) and Lean principles in designing the front end interface. Led deployment work-streams for Salesforce Service Cloud / Community and Coveo unified search for internal and external users. Delivered a coordinated release plan with contextual communications, role-based training, video and live demos, Ask Me Anything (AMA) sessions, a peer-coaching network (Go-To team), and feedback loops / reporting through adoption.Managed team responsible for Pivotal’s “Customer Effort Score” (CES). Led successful project to simplify customer survey experience, increase responses, and enable feedback transparency for team members. Transactional survey responses increased by 40% within two quarters.Initiated Pivotal’s Customer Experience Journey Mapping program. Became a Certified Gallup Strengths coach and coached approximately 75 employees around the world. Show less

Internal Communication and Change Management Program Manager: lead for Service Cloud enablement; designed new communication program serving 15,000 employees. Increased consumption of vital strategic messaging from 2% to 67% globally, in 6 months with 96% employee satisfaction. Utilized people-centered skills in inquiry, performance measurement and assessment, process design/documentation, managing collaborative teams, participative meetings, and expertise in organization systems/change… Show more Internal Communication and Change Management Program Manager: lead for Service Cloud enablement; designed new communication program serving 15,000 employees. Increased consumption of vital strategic messaging from 2% to 67% globally, in 6 months with 96% employee satisfaction. Utilized people-centered skills in inquiry, performance measurement and assessment, process design/documentation, managing collaborative teams, participative meetings, and expertise in organization systems/change management and “plain talk” writing and editing to simplify global communication, reduce cognitive overhead and increase relevance for technical audiences. Received award from EMC Marketing-Communication leadership.Social Intranet Employee Engagement: led innovative methods to onboard 8,000 customer service team members to InsideEMC, the new corporate social intranet, and developed the services business case for EMC’s internal gamification software; designed and delivered InsideEMC outreach and onboarding for executives, and new techniques for employees; coached leaders in becoming more open in use of social tools; drove culture change around two-way dialogue, solicitation and use of feedback and meaningful metrics. Received award from EMC’s corporate communication team.Strategic Program/Project Management Office Design and Implementation: designed and developed new processes and artifacts around project submission, evaluation, tracking, and reporting. Increased transparency, company-wide through creation of program/project dashboard on InsideEMC. Show less

Responsible for Program Management, Mergers & Acquisition Business Integration and Relationship Management for Isilon’s Global, Professional, and Customer Services. Represented executives in strategic M&A change initiatives and high-impact programs serving employees and customers around the globe.

Led IT portfolio and enterprise project management oversight and consulted on application governance as member of enterprise architecture team.

Directed all centralized service desk-related activities supporting 24,000 employees and over 100,000 customers using enterprise and online services. Awarded 1 of 4 outstanding manager awards for leading a diverse team of technical professionals.

Installed, configured, and administered enterprise and hosted Exchange Server, Active Directory, content management and other information technologies for multiple state agencies. Designed and implemented support systems, migration and implementation plans, and project managed major systems transition projects. Ever mindful of outcomes and how well solutions really work for people. Chaired Statewide Exchange Administrators group.

I designed, fabricated and installed environmental and building signage on the Washington State Capitol Campus.Following training, I became the ADA (Americans with Disabilities Act) sign consultant and designer. It was an honor to present a proposed ADA sign design program to the Capitol Campus Design Advisory Committee and receive their favorable response. While in this position, I facilitated training for all department employees in "Extraordinary Customer Service" (a program… Show more I designed, fabricated and installed environmental and building signage on the Washington State Capitol Campus.Following training, I became the ADA (Americans with Disabilities Act) sign consultant and designer. It was an honor to present a proposed ADA sign design program to the Capitol Campus Design Advisory Committee and receive their favorable response. While in this position, I facilitated training for all department employees in "Extraordinary Customer Service" (a program designed by Kaset International). Show less

Served as the lead customer service representative for Records Center customers around the state, over the phone and in-person. Hired to consolidate 13 stand-alone databases into one and migrate data to the first-ever barcode system. To help records custodians succeed with the new system, I co-designed and co-facilitated the course, "Using your State Records Center" with the Records Center Archivist. I instructed on the use of records retention schedules. We consistently received top… Show more Served as the lead customer service representative for Records Center customers around the state, over the phone and in-person. Hired to consolidate 13 stand-alone databases into one and migrate data to the first-ever barcode system. To help records custodians succeed with the new system, I co-designed and co-facilitated the course, "Using your State Records Center" with the Records Center Archivist. I instructed on the use of records retention schedules. We consistently received top satisfaction scores from course attendees.I partnered with the consulting firm selected to implement the new Records Center barcode system by designing forms for requesting records, consulting on the user interface design for new barcode software, and edited the Records Center software user manual. I designed the first Washington State Records Center box, differentiating it from the traditional State Archives box. Show less

Managed all aspects of the State Controlled Area Network helpdesk: data entry to create, change, and disable new long distance phone access user codes; providing reporting for statewide government telecommunications coordinators; answered questions over the phone and via PROFS email; consulted on improvements to the application user interface to make it more efficient; partnered on communications and reporting with the SCAN calling card program manager.

Rainier Bank was one of the top 25 employers in the USA in 1986. I was delighted to serve up to 100 customers in each 4-hour shift as a "Peak Time Teller" at one of the biggest and busiest banks in Seattle. Customer service transactions included all in-person bank teller services; remaining well-informed on security risks; explaining policies, procedures and information over the phone and in-person; excelled in onboarding and training new employees; supported personal bankers and their clients.… Show more Rainier Bank was one of the top 25 employers in the USA in 1986. I was delighted to serve up to 100 customers in each 4-hour shift as a "Peak Time Teller" at one of the biggest and busiest banks in Seattle. Customer service transactions included all in-person bank teller services; remaining well-informed on security risks; explaining policies, procedures and information over the phone and in-person; excelled in onboarding and training new employees; supported personal bankers and their clients. Rinda Ulbrickson hired me and we remain friends to this day. Show less

Provided extraordinary customer service in the Nordstrom Place II women's shoe department on University Avenue, back when Pete Nordstrom was a Buyer. I also worked as a barista for Earnie, the amazing man who became Kurt Cobain's guitar repairman. Assisted store designer with window and store design and decoration. Best. Job. Ever.

As a high school board member, I learned about merchandising, marketing, modeling, and delivering excellent customer service. Runway model for annual bridal show in downtown Seattle. Provided customer service in-person and over the phone as a roving salesperson in the Olympia and, later, Seattle stores.