TRANSFORMING CUSTOMER-FACING STRATEGY AND SERVICE CAPABILITIES TO SIGNIFICANTLY DECREASE SERVICE AND SUPPORT COSTS WHILE IMPROVING CUSTOMER SATISFACTION AND OPERATIONAL EFFICIENCY. A customer-focused executive with 20 years of management experience in customer service, technical customer support, customer success, professional services and service operations management. A cross-functional leader able to thrive in fast-paced, change-oriented environments that require constant assessment of people, process, and technology. A service operations innovator with a focus on complex technology organizations associated with IT, Software as a Service (SaaS) and software/hardware production. A change agent able to harness creativity and industry knowledge to design and build innovative process solutions, elevating a company’s service and support functions to a higher standard of performance. Capability offerings include:● Data Modeling of Unstructured Customer Service Data to Gain In-depth Insight● Creating Service & Support Branding & Go-To-Market Strategies● Leading and Managing Complex Organizational Change● Discovering Innovative Customer Self-Service & Automation Tools● Leveraging Social Media & Communities for Efficient Customer Support● Increasing Net Promoter Score Results● Executing on SaaS Adoption, Renewal & Growth Strategies for a Customer Success Team ● Aligning Service Functions to Corporate Product Lifecycle Management Process● Building Customer Acceptance Testing Programs● Introducing Innovative Quality Management Initiatives● Inventing Operating Models between Technical Support & R&D ● Forming Knowledge Centered Service Programs to Maximize Self-Service Capabilities● Designing Employee Career Path Projects for Employee Growth