Companies retain me to optimize their Customer or Patient Experience approach, reduce enterprise cost and maximize revenues. I have over 30 years of experience with some of the world’s top brands in Enterprise Contact Center Solution Design, Omni-channel Contact Optimization, and Technology Utilization. I also have a great deal of experience in assessing and implementing common sense solutions to optimize their overall business.Impacts for my clients include;I worked with a major automotive manufacturer that was struggling with the lack of consistent customer service and brand message. I designed and led the implementation of a 5-year, $600MM enterprise solution that consolidated 50 contact centers, 65+ databases, and 3,000+ employees into a consistently and centrally managed enterprise that reduced annual spend by nearly 40% and dramatically improved Customer Satisfaction. While leading Global Solutions & Innovation at Sitel (a top global BPO company), I was the lead strategist for transformational design and optimization of contact center enterprises for ~$300M/year of marquee client portfolios including Capital One, Philips, Barclays, Toshiba, HP, First Data, General Motors, Frontier Airlines, Dow Jones, Endesa, Nokia, Dell, Pitney Bowes, British Telecom, United Technologies, and Amazon. I managed cross-functional project team in Europe on behalf of a major telecommunications provider to transform and modernize their support functions. This project included significant interaction and negotiation with local union representatives to reach a solution that met the needs of all parties while saving ~€100M over a 5-year term.