Co-Founder and Managing Partner of this boutique management and technology consulting firm based upon a nationwide network of senior consultants, industry executives, and enterprise software specialists. Responsible for client solution delivery, business development, staffing, and alliances with consulting partners and software vendors.Current Client: HertzPrevious Clients:- T-Mobile USA- CenturyLink- Qwest Communications- AT&T Mobility- Dish Network- NTT America- Convergys- discourse.ai- AlloSource

Leading the Global Payments Modernization Program that is transforming the payments infrastructure with Stripe, delivering new technologies, including digital wallets like Apple Pay, to optimize the online and in-person customer payment experience, and securely streamline payment flows across the Hertz, Dollar and Thrifty brands, geographies and partners.

Consulted to T-Mobile's Digital Customer & Billing Systems organization. Served in multiple technology leadership roles over 10 years. Responsible for continuous delivery of new billing capabilities within an enterprise portfolio focused on customer growth and experience driven by T-Mobile's disruptive Un-carrier strategy that resulted in the acquisition of Sprint.From 2017-2022, launched and led the Digital Billing team. Responsible for the digital transformation and development of cloud-native applications that modernized the postpaid billing platform that generates the bulk of T-Mobile’s $60B service revenue. The 500+ Digital Billing APIs and events enable next-generation digital experiences for T-Mobile subscribers on the web, mobile and chat apps. The Digital Billing UIs provide over 40K care and retail agents with a modern UI and tools to streamline customer interactions for over 70M postpaid subscribers and the most (26) JD Power #1 customer care awards.From 2012-2016, led and managed technology product design, development and delivery for three customer billing systems: Amdocs postpaid billing, prepaid billing, and phone/equipment financing.

Consulted in several merger integration roles to support CenturyLink’s acquisition of Qwest Communications. Responsible for the gap analysis of over 60 Qwest financial processes and systems, resulting in the roadmap to either consolidate into CenturyLink’s SAP systems (FICO, MM, PS and HCM) or bring forward the best of Qwest legacy systems (Oracle/PeopleSoft). Defined a Business Intelligence and Data Warehousing roadmap for combined company financial reporting using SAP PCM, BPC and Business Objects. Developed the SAP FICO Blueprint for new Qwest finance and accounting requirements. Led the Qwest Conversion and Cutover teams with Accenture, resulting in a successful go-live on 1/1/2012.

Served as the Convergys client delivery executive at AT&T Mobility. Responsible for leading a $1M assessment of the Small Business Group IVR and call center operations to help understand how to achieve Best In Class customer self-service rankings among its competitors. This data-intensive consulting project involved analyzing 50 million call path events, 8,000 post call surveys, 1.7 million CRM call resolution records and 70,000 call recordings in addition to interviews, call monitoring, time-in-motion studies, call center site visits and agent roundtables. The top 20 opportunities in our final report identified $91M in cost savings in 3 years with $50M/year in savings thereafter by reducing agent calls by 5M/year, as well as J.D. Power customer satisfaction score improvements.

Served as the Convergys client delivery executive at T-Mobile. Responsible for all professional services, consulting and 3rd party software partner implementations. Directed several highly visible and strategic programs at T-Mobile to increase customer self-service automation in their IVR, reduce customer care operational costs, improve call center agent routing, and improve customer satisfaction as measured by J.D. Powers (1st place). The projects realized a return of $58 million per year on an investment of $22 million.

Served as the Intervoice client delivery executive at Dish Network. Responsible for a high value, fixed price implementation contract of a new speech-recognition IVR that delivered industry-leading customer service to 13 million subscribers by automating routine customer service tasks, including bill inquiries and payments, upgrading or downgrading cable programming packages, ordering pay-per-view events, purchasing movies, scheduling field service repairs, and troubleshooting basic technical issues. The utilization of speech recognition technology improved the speed and accuracy of 1st call routing to the right customer service representative. The benefits were significant (and confidential), with millions less calls to live agents and a higher agent 1st call resolution rate.

Responsible for leading Finance initiatives to consolidate and optimize financial, billing and supply chain systems. Leadership roles included:• Implementation of Oracle E-Business CRM/ERP for Qwest’s $350M customer premise equipment (CPE) reseller businesses (commercial/government)• Implementation of Oracle E-Business Suite for Qwest’s international businesses• Consolidation of Qwest and US West’s financial and procurement systems• Implementation of the Oracle Discoverer Business Intelligence solution for equipment sales, supply chain and field service• Implementation of an intercompany/affiliate billing and settlement system ($4.3B annually)

Led a CEO/Board-sponsored project to implement a full suite ERP and manufacturing system to support the processing and distribution of human bone & tissue. The project goals were to 1) set the industry standard in Operational Excellence, 2) meet or exceed FDA-mandated manufacturing and quality controls, and 3) scale from $25MM to $120MM in revenue. We succeeded. All facets of the business - manufacturing, quality control, sales, distribution, supply chain and finance - were reengineered around an industry specific ERP system (Ross iRenaissance, Oracle and Intermec scanners). This advanced system set a new standard in the industry.

Consultant serving in diverse leadership roles spanning US WEST and Qwest, including:• Interim IT Senior Director with over 100 Qwest and contractor personnel supporting eProcurement and financial systems. Oversaw a $27M budget for applications development, coordinated IT delivery over 14 projects, and served as the “business area partner” representing all IT delivery organizations. • Program manager and architect over Financial & Procurement systems merger projects, ranging from data warehouses, eCommerce, inventory control, logistics, purchasing, PeopleSoft Financials and Inventory, eCatalog, contract management, and real estate. Enabled $628M in merger synergies.• Initiated and completed a $3.3M effort to implement a common PeopleSoft financial system (GL, AP, PO, PC, AM) for 12 U S WEST companies, including wireless, internet and data networking businesses. • Initiated and managed multiple Revenue Assurance initiatives to monitor $14B in revenue spanning service ordering, provisioning, rating, billing and finance. This program identified over $560M in annual revenue leakage and delays, enabling operational groups to improve revenue collection. • Initiated a project to deliver real-time revenue investigation. This solution enabled the Wholesale/ Carrier division to analyze over $2B in annual revenues by customer, product, market unit and geography.

Oracle National Practice leader responsible for delivery of Oracle and PeopleSoft ERP and HCM applications to clients across industries.Clients served:- Toshiba America Electronic Components- Halliburton Energy Services- US West Communications- TDS Telecommunications- Corporate Express- Xcel Energy- Johns Manville- Cyprus Amax Minerals - Magma Copper- GTE- Stanford University- Young & Rubicam