Reducing budget requirements by nearly 5% while improving key production indicators by up to 50%. Co-Chair Focus on the Family Data Governance Board. Improved incoming revenue processing efficiencies by 10% through engagement with 3rd party partners in India. Provide strategic direction to nearly 300 Family Help and Digital Outreach Specialists, in a multi-sight environment, while anticipating, mitigating, and managing risks to ensure continuing improvement to the constituent experience. Prepare and execute business plan focusing on all modes of inbound and outbound constituent communication. Monitoring global social media to engage and provide value-based counsel and advice.

Director Customer ExperienceSales Order Support and Returns, Replacements, Repair, Warranty – Americas (2/2014-3/2016)As part of Allegion’s Customer Experience Organization, full budgetary responsibility for Americas Sales Order Support and Return, Replacement, Repair, Warranty teams. Consisting of 65 individual contributors and 8 managers located in four manufacturing plants and multiple sales offices, this team is responsible for answering 1000+ customer calls per day, 150 daily requests for returns/replacements/repair, and 250 customer email requests for support services. Formerly managed by 3 Regional Directors, primary focus has been the alignment of processes and procedures in order to provide ‘one face’ to the customers.• Implemented first ever employee and manager balanced scorecard for targeting specific behaviors highlighted in customer survey responses.• Introduced/Deployed 1st divisional work force management tool resulting in a 15% increase in efficiency and productivity.• Improved voice of the customer scoring based upon a Net Promoter Score system. First Call Resolution and Customer Effort Score both exceeding Balanced Scorecard (best in class) metrics.• Monthly business review with VP Customer Experience.• Redesigned organization structure to align with how customers engage with Allegion.• Conducted an RMA team Rapid Improvement Event utilizing a cross-functional team to identify alignment opportunities to ensure consistency across all brands and regions. Streamlined workflow to reduce replacement leadtime by 33% and material return by 33%.• Sponsored multiple A3 activities to identify and resolve high level of Issues Per Order and Order Entry Clarification. Current activity ongoing but Issues Per Orders have seen significant reductions.

Responsible for a team consisting of three Order Processing (OP) supervisors, 55 OP representatives, and 15 Sales Order Support agents. In addition, primary Customer Experience contact for Falcon and Schlage Product Management as well as having responsibility for a positive experience and interaction for customers located in the western third of the Americas.• OP team responsible for accurately entering 500 orders per day.• Reduced leadtime (order receipt to release-to-manufacturing) from 12 days to 4 days.• Reduced order backlog from 1200 orders (daily average previous 6 months) to 600 orders.

Responsible for all aspects of customer relationship management in the Latin American and global Location Based Services markets. Managed a highly diverse and globally remote team, including outsourced resources, as well as overseeing Support Portfolio relevance in accordance with RFx responses.• Brought together Sales, Services, Engineering and Support to ensure customer success. Negotiated all support contracts between Openwave and two largest revenue generating customers in addition to all support agreements for Location Based Services customers.• Led global effort to streamline contract renewal process. Reduced contract expiration, prior to renewal, by nearly 25% with pro-active notifications and analysis delivered to regional support management and sales account management teams.• Opened an off-shore technical support center in India. Managed center resulting in a 7% work reduction while reducing headcount by nearly 10%. Reached profitability within one year.• Redesigned and simplified Openwave Support Portfolio and pricing model in conjunction with legal department resulting in a nearly 40% increase in support revenue in the first six months and a 50% reduction in time to secure contract wording. • Led effort to design and implement customer focused policies and procedures resulting in a 10.4% overall increase in customer satisfaction including a 13.3% support specific increase, during the most recent six month period of measurement. • Managed Asia Pacific Professional Services and Technical Support Engineers. Evaluated business opportunities, ensured appropriate staffing to fulfill Statement of Work commitments, and integrated staff with global support organization.

• Managed Program Office development team providing and creating applications necessary to drive efficiency and productivity in the Global Customer Support division. Product creation included CRM platform, issue tracking system, entitlement validation, and an interface with development’s tool set. Management duties included capturing requirements for the support team to function appropriately, interfacing with 3rd parties and IT to ensure appropriate footprint availability, and designing and budgeting the effort. • Managed global team responsible for supporting underlying application architecture, including Oracle RDBMS, Solaris, and Veritas High Availability.

• Created and implemented plans to improve customer satisfaction. Results: 18% reduction in problem issue backlog; 26% reduction in customer wait time. • Created and implemented plan that increased by over 100% customer use of self-service electronic support. • Worked with counterpart in India to create a process for transferring 250 US customer support problem issues weekly to our startup India Support Center. Annual cost savings of $500,000.• Generated support schedule in coordination with other teams located across the country to ensure complete US phone coverage. • Developed second and third shift support strategy that improved customer satisfaction in after- hours support by 30%. • Monitored team workload to ensure balance within local team and between Inventory Application teams located across the country.• Engineered and supported multi-site Oracle Applications production environments. Aspects included hardware (client and server) and database sizing, hardware placement and configuration, network load requirements and recommendations, security, and backup and recovery procedures, worked with-in client mandated budget constraints.• Designed user test lab and portable demonstration system accessible to all members of the consulting practice.