For more than 100 years, Hilton has been guided by our founding vision to fill the earth with the light and warmth of hospitality. We bring this to life every day by making a promise to our customers to deliver the most reliable, friendly stays for every guest, every hotel, every time. Lead the global Customer Promise program, establishing a centralized business voice for our in-stay experience.

Led Research, Design and Product Teams responsible for the web, mobile, HRCC, and property channels. Each of our channels represent important touch points with our customers. Our teams bring to life integrated experiences in a way that delights customers and makes their interactions with us simpler and more efficient.

Responsible for overseeing the Global Reservations and Customer Care operations for Hilton's portfolio of 14 world-class global brands and the more than 5,000 hotels, resorts and timeshare properties in 104 countries and territories. Hilton is a leading global hospitality company who, for nearly 100 years, has been dedicated to continuing its tradition of providing exceptional guest experiences.

The National Organization on Disability (NOD) is a private, non-profit organization that promotes the full participation and contributions of America’s 57 million people with disabilities in all aspects of life.Today, the National Organization on Disability focuses on increasing employment opportunities for the 80-percent of working-age Americans with disabilities who are not employed. To achieve this goal, NOD works with leading employers and partners with educational and philanthropic institutions to pilot innovative approaches to disability inclusion, then scales these up into initiatives with even broader impact.

Led the Customer Service organization across the Americas region (US, CA, MX, BR) supporting Earth’s Most Customer-Centric Company. Also led the Support Services organization responsible for capacity planning and analysis, innovative self-service products and social media experiences for Amazon's Global Customer Service teams.

Responsible for Amazon.com retail customer service and the international operations located in Hyderabad, India; San Jose, Costa Rica and Cape Town, South Africa. Also led the customer service ACES (Amazon Customer Excellence System) team focused on process excellence and continuous improvement.

Responsible for global sourcing and operations supporting Amazon's world-wide customer service divisions.

Headed GreenPoint Mortgage servicing operations during critical industry period, earning placement based on superior performance and results in previous roles. Managed $40 billion residential and commercial portfolio with over 300 internal associates across numerous sites, as well as additional individuals and operations throughout multiple domestic/international outsourced locations.

Managed day-to-day operations of Fortune 200 auto finance origination department staffed with underwriters spanning ten sites. Led company-wide dealer business-model change and integration program, incorporating three acquisitions while identifying action plans to reshape and enhance efficacy of business framework. Held responsibility for annual budget of $20 million and $10 billion in originations. Provided leadership and vision to transform dealer services operation into competitive advantage.

Directed functional aspects of auto finance special services department, growing unit from small sub-prime lender of fewer than 50 associates to over 200 associates across three sites, as well as multiple outsource locations. Planned and executed operational productivity improvements and key initiatives to enhance services. Played leading role in multiple acquisitions.

Led operation analyst team responsible for auto collection and recovery strategy. Leveraged operations background and analytical ability to implement Fair Isaac TRIAD decision-making software, resulting in analytical, test, and learn approach to collections. Reviewed and renegotiated key vendor contracts.

Led Recovery and Collections groups in the US Card Risk Operations organization.

Led various collections teams in the US Card Risk Operations organzation.