• Serve as a strategic business consultant to assist organizations with scalable operations.• Assist in building training centers for various levels of training to increase the productivity of new hires, expand the training of lead generation and sales teams, and establish collaboration with customer support teams.• Develop best practices and methodologies to enhance customer service engagements throughout the customer lifecycle.• Leverage the implementation of innovative technology and ongoing training to improve the functionality of contact center teams.• Recruited by an organization to work with a department with strained relationships, focusing on developing and cultivating relationships, eliminating silos, and resolving issues to secure top performance.• Oversaw developing and implementing a client onboarding process flow and user story checkpoints that delivered simplified partner interactions when launching the deployment lifecycle.• Created and managed the Intelligent Capture Confluence website and coordinated and administered the Intelligent Capture SharePoint site.• Directed the organization and preparation concerning the migration of documents and processes from a WF document capture department to an offsite company, overseeing various Agile functions, including leading daily stand-ups, refinements, and Sprints.• Focused on revamping performance-oriented policies for attendance and metrics and executing cohesive CX program strategies.

• Oversaw a team of 100+ resources spanning inside sales representatives, technical product support, manufacturing, order entry, logistics, and contracts personnel that supported $350M in sales, managing the commercial operations at multiple sites to enhance customer experience and meet organizational goals and objectives for the Analytical brand of Emerson products.• Focused on developing and cultivating partnerships with the organizational domestic and overseas call center operations.• Collaborated with marketing, operations, and sales to develop and launch innovative programs that improved customer on-time delivery levels by 30% and increased revenues by $10M in 1 year.• Launched an on-demand initiative business plan to increase customer service delivery time that guaranteed same-day or next-day delivery for a small fee, which became extremely popular among the customer base.• Monitored performance and streamlined the manufacturing sites’ supply chain to avert $2M in inventory carrying costs.• Established a Tier 1 customer support center in the Philippines that was built out to assist with some of the existing workload.• Leveraged financial acumen to oversee the customer support department budgets and sales/financial reporting/P&L.• Utilized increased training and revised processes to reduce the number of customer pain points (billing, returns, credits) by 25%.• Implemented Oracle and CRM enhancements, making Oracle the global system, removing legacy systems, and providing the ability for more mobile access to more products, improving employee TAT by 15%.• Gathered customer data, including CSAT, NPS, email/chat, social media, Apps, and customer surveys that showed a 35% improved employee performance.• Focused on ensuring ongoing contract and regulatory and legal compliance, saving the organization $20M annually.

• Recruited to oversee the sales operations team responsible for $200M in aerospace part sales and manage customer expectations, leveraging expertise to rebuild department, revamping systems, procedures, training, and resources, expanding to a 24/7 team and delivering $40M in revenue growth/year.• Expanded the team from 3 to 15 resources and developed a structure, levels of responsibility, and promotional opportunities.• Led development of critical metrics/KPI dashboards and technology enhancements, such as online ordering/quoting systems that delivered a 20% increase in productivity.• Collaborated with the business development team to expand the aftermarket business and establish sales proposal values at $50M.• Utilized Six Sigma Lean methodologies and real-time monitoring systems, delivering an additional 20% productivity improvement.• Provided strategic direction and guidance working with various division strategy and planning teams, supporting critical customers that generated a 35% increase in market share.• Partnered with quality and coordinated with sites to assist with audits, including AS9100, 5S, ITAR, procedures, etc.• Established a performance that reduced turnover, increased morale, processing times, and customer satisfaction, establishing a top-performing team that led the expansion from a 12-hour business team to a 24/7 business team supporting global customers.

• Promoted to identify and oversee initiatives to increase the performance of customer service operations, focusing on training, developing, and empowering a top-performing customer service project team to achieve those goals.• Facilitated project meetings to discuss progress, identify and troubleshoot bottlenecks, collect status, communicate changes and urgent needs, and encourage cross-functional cooperation.• Oversaw the process to secure 96% of GRC funding, including $500M in O&M and $100M in capital necessary to run operations.• Continuously analyzed various legislative issues that could affect operations and made recommendations to management, providing cost savings of $20M.

• Integral supply chain management team member overseeing material supply strategy at corporate warehouses, successfully outsourced in SCE’s corporate forms to an outside vendor that saved $2M annually.• Leveraged expertise to lead the supply chain management’s $200M inventory audit and saved over $10M by reducing extra and obsolete inventory.