With over two decades of experience, I’ve become the go-to leader for transforming customer interactions and driving significant sales growth across industries as varied as hardwoods/lumber, HVAC, insurance, pharmaceuticals, and IT. What sets me apart is my ability to not only elevate customer experiences but to also craft and execute sales strategies that result in substantial revenue gains. My track record of building and leading high-performing teams speaks for itself—my teams consistently exceed service and sales targets, setting new benchmarks for success.Whether it’s optimizing service operations, crafting innovative sales strategies, or mentoring talent to reach their full potential, I am deeply committed to delivering results that not only meet expectations but also redefine what’s possible.Selected Achievements:• Built and scaled an 18-person customer service & sales support team, driving order processing efficiency from 0% to 80% in under three years.• Directed the Customer Advocacy Department, overseeing a team of 45 first-line leaders and representatives, implementing a quoting and pricing tool that improved quote times by 23% and reduced customization time by 12%.• Directed a team of 34 across the Customer Care Center and developed & implemented workforce management for first-line leaders and representatives, optimizing workforce management to enhance service levels by 16%.• Rebuilt and merged 2 dysfunctional sales teams, exceeding company performance benchmarks within the first year and maintaining top performance for five consecutive years.• As part of a 4-person Steering Committee, redesigned the salesforce structure and incentives, achieving profit goals for the first time in 6 years.When I'm not driving customer success, I co-host two syndicated weekly sports talk radio shows: Big Sports Radio, which focuses on the Big Ten, and IlliniGuys Sports Spectacular These platforms allow me to blend my love for sports with my passion for engaging and insightful conversation.I invite you to connect if you're interested in discussing customer success strategies, sales leadership, or just want to talk sports. Let’s connect and see how we can achieve great things together.Specialties: Customer Satisfaction Improvement, Service Operations Management, Talent Development & Retention, Cross-Functional Leadership, Customer Relationship Management (CRM), Strategic Planning & Execution, Continuous Improvement, Data-Driven Decision-Making