Clarendon Solutions is a premier consulting and advisory firm, pioneering innovative client (CX) and employee (EX) experience models that reduce attrition, drive brand loyalty, elevate strategic growth, and improve product adoption. By leveraging experiential learning techniques and sourcing innovative ideas from your greatest assets {employees, clients, and investors}, we equip you with invaluable data and tools that allow your employees to better manage change, be empowered, and improve client experience more effectively than ever. We thrive because our market knowledge and human-centered approach guides you to eliminate detractors, seize opportunities, and become truly client-centric.

 Chronicle 21-day European travel, journeying through Rome, Florence, Bologna, Dublin and Barcelona Edit 300-page thesis for Doctorate of Education Leadership in Urban Schools: Visual Arts Teachers’ Pedagogical Practices, Beliefs & Attitudes Concerning Instructing Diverse English Language Learners  Proof-read and edit ‘About Me’ section for new business launch Proof-read and edit non-fictional novel

 Consulted on foundational development of new end-to-end customer experience (CX) strategy, execution plan, operating model and team development with focus on key clients, representing over $5.4B USD in annual revenue Established, prototyped and implemented governance program for enterprise-wide customer experience strategy & team Created approach for empathetic observation of clients in their own environment to gain a more accurate understanding of their needs, thoughts and behaviors as they related to people, process and technology Developed enterprise-wide CX artifacts and working documents, including executive reporting, client playback presentations, journey maps, satisfaction surveys, Voice of Customer (VOC) database and internal remediation proposals Advocated for clients and informed product innovation & organizational optimization, leveraging holistic cross-client insights from client engagements Improved perception and satisfaction for over 20 ‘hyper-care’ clients in under 15 months Recommended certification program to assist internal and client teams in persisting the spirit, workflow and continuous improvement of the CX program

Global Head of Demand Management Office (DMO)• Designed and implemented a consolidated demand management program across four (4) distinct business lines within AIS, each with their own business / development resources as well as their own demand management process• Managed annual AIS technology budget (~$250M), project portfolio creation, AIS IT project managers and executive-level financial & status reportingAIS Incident Management Liaison • Provided critical linkage between enterprise IT partners, AIS business teams & clients globally • Identified internal / client impact of daily outages and translated IT incident/problem management root cause analysis (RCA) into client/end-user talking points and client-specified post-mortem communications• Worked with AIS IT partners to mature the overall service delivery process, including governance, issue escalation, analysis and senior-management reportingAIS Resiliency Program Manager• Drove successful completion of the AIS Service Improvement (Resiliency) Program (30-40 projects per year), working with Senior IT leads to improve the stability of the AIS infrastructure• Exceeded annual goal to reduce AIS major incidents by 20% | 2016 overall reduction in major incidents at 56% over the same period 2015 (and 74% over 2014)

• Governed $8.6M project to develop new enterprise-wide / global trusted source for organization / fund hierarchy & relationships• Collaborated with multiple business and IT teams to optimize solution within the Transformation Program timeline

Global Client Lead for Financial Services Company Acquisition (IBT > State Street)• Designed and implemented client migration framework to identify and transition client inbound / outbound interface requirements (Trade Files, EOD Extracts, On-Line Data Portal) for over 200 IBT clients• Drove client on-site consultations to provide benefits of new data interfaces• Organized and mentored a team of IT project / relationship managers to lead legacy clients through transitionExecutive Relationship Manager • Governed overall IT/business client relationships for multiple global clients, each with widely-varying products, services required and expectations• Supervised team of relationship managers assigned to senior business manager’s clients• Senior IT escalation point and IT representative in client due diligence, RFA and new product meetings Client Onboarding Program Manager• Rescued and reorganized complex client onboarding activities as overall IT lead• Restored collaboration with client and governed the overall success of the multi-service on-boarding effort• Managed executive management & client reportingClient Integration & Best Practices Manager• Standardized governance model across IT relationship management, accounting migration and sales teams to ensure consistency of responsibility for IT relationship managers• Improved request / prioritization process: participated in task force to ascertain ‘best of breed’ models and tools