Starting with a basic framework, ushered Peloton’s Member experience to the next level by creating an operation along with novel concepts to manage delivery of product service and repair through 3PL providers. By applying my proven leadership philosophies, I lead operations, continuous improvement, data, systems, and an all-new content team for digital and print DIY extensions of service and repair to drive a culture of excellence. Crafted Peloton’s elite-level repair service models to meet Member expectations on a global scale by extending core values of service across Australia, UK, and Germany. How to create top-tier member experience and retention:Build and formalize repair operations to scale with business growth. Spearhead R&D for new preventative maintenance models.Revolutionize delivery of knowledge and information for internal support. Drive DIY & innovation through self-service strategies.Check out my accomplishments so far: Operations Management • Expanded service capacity from base line to highly responsive and improved first-time fix rate• Enhanced Member satisfaction by enabling real-time repair status and technician tracking with 3PL providers• Raised satisfaction levels and reduced service requests by building unique preventative maintenance modelTeam Building and Content Creation• Grew team from 4 to 26 by adding field support and content creation roles, enabling scalable operations• Revolutionized repair models using content team to create knowledge articles, workflows, SOPs, how-to videos, and engaging story telling videos Continuous Improvement• Enabled scalability by developing processes and systems to meet business growth• Reduced service visits and phone calls by creating digital content including detailed imagery and how-to videosGlobal Strategic Oversight• Helped improve global repair service across four countries • Enhanced global service operations by empowering teams with standardized processes and best practices

Most people spend the balance of their life working and while there, many also strive to make a difference. In order to bring positive change, increased productivity and higher revenue to more organizations, I built my own business. Here I help companies achieve goals by developing strategies to drive excellence, bring clarity to identify opportunities, target markets, and prioritize employee development. Wanting results and engaging are two separate things so I work to ensure buy in across the enterprise, release internal energy to fuel external results, and make the organization “growth ready.” And since one must know what changes to enable, I graft myself to the existing culture, provide guidance, oversight, and change model that can be implemented to nurture a culture that is centered on diversity, equity, inclusion, and belonging. Here are a couple highlights:● Built operating models and developed unique, holistic value proposition by analyzing market and identifying target customers receptive to one-of-a-kind service package. ● Developed training models to meet learning needs and certify technicians to company standard. ● Narrowed focus and dialed in optimal target market by hosting customer round tables.● Saved $50K for large-scale, 10-day corporate event and increased productivity factor 10X by encapsulating vision, transforming goals into plans, developing alternatives, and guiding execution.

New software, reorganizations, consolidations, and other business miracles are great but only people can take a program from good to great. And it is crucial that leaders understand the value and potential of their people. As I “succeeded” my way through the company, that philosophy flows from my personal core values. Unlocking potential on an enterprise level, I maximized potential for 12K member workforce by developing novel schemes to increase the versatility of each employee through training, flexible geo-location/ time scheduling, and unleashing personal empowerment. To improve effectiveness and deliver excellent customer experiences I analyzed current practices to identify opportunities as a starting point. Here are some highlights from this experience: ● Created plan to improve career opportunities and reduce need for new hires by developing continuous learning platforms based on employee preference and offering automated, customized learning modules.● Developed framework to improve productivity and efficiency in the field or shop by using intuitive technology to provide on-demand content to team members for fast, reliable task completion. ● Resolved staffing challenges and shifted the work paradigm by creating plan for members to work when and where they want based on their skills and customer needs that improved ability to meet micro-demands. ● Developed online cross-training opportunities with certification testing to validate competency and boost employee effectiveness.● Enhanced productivity and service delivery by opening similar opportunities to field employees and structuring compensation per job instead of per hour. ● Drove repair time down 12% by changing the service model to provide subject matter expertise, as needed to tech support team members, and save additional time by getting it right the first time.

We ran the Geek Squad like an elite detective unit at a police department to solve problems that eluded customers. In keeping with the traditions of an capable, disciplined unit, I introduced innovations to elevate the 20K-agent workforce by merging voice-of-the-customer with voice-of-the-agent to create the optimal mix of service, empowerment, and effectiveness to foster rapid new growth. As an operational leader with a strategic mindset, I shaped brand evolution by collaborating with marketing to develop internal advocates and external champions. Because empowering people and transforming the way they work is an absolute passion of mine, I spawned new ideas and creative thinking by delivering inspirational presentations to +100k employees and interest groups. Highlights include: ● Stimulated 100 new initiatives/ ideas by delivering 5-star, enterprise-wide, “Be the One” talks and developing communications model to channel ideas into evaluation, testing, and implementation phases. ● Raised employee engagement and esprit de corps by working with marketing to modernize logo and elevate the brand while introducing special employee ID and challenge coins that drove a unique culture.● Embraced and evangelized organizational culture while acting as the voice for 20,000 Agents.● Facilitate culture-building, educational, and training opportunities including motivational speeches and Geek Squad Culture presentations for annual and companywide meetings.● Drove modernization of the Geek Squad brand both physical and digital assets, while implementing relevant artifacts.

Coming off strong from my latest accomplishments, I prepared the division for smart growth into new markets by leading and designing new operating models. With a blend of creative and strategic thinking, I utilized a shared-leadership model to guide New Offer Development Team, Strategic Partnerships, and Internal Sales teams to pilot innovative programs for growth across the organization. Check out these notable achievements:● Transformed the organization by collaborating to create membership program and transition from PC repair to supporting virtually any piece of technology for home and business.● Grew the footprint from local to national by partnering with Cleveland Clinic Group to pioneer tech support for home-healthcare management program. ● Developed operating model for in-home fulfillment ● Expanded workforce from 20 internal reps to 1K for fulfillment and tech support.● Married new technology with market delivery and unleased $1M revenue stream by implementing fulfillment model to onboarding newly acquired company that put Best Buy on the healthcare map.● Redefined labor model for in-home agents through cross-training that allowed more agents to perform complimentary tasks during and off-peak demand, for improved engagement, turn time and satisfaction.● Unlocked $1M in annual revenue with ground-up implementation of fulfillment model to support onboarding of newly acquired company.● Delivered innovative improvements to optimize service delivery models in support of aggressive organizational growth initiatives.

From a corporate standpoint, the destination may be higher profits, but I thrive on the journey getting there. I knew there was a way to transform the business unit from an expense line item to profit center and all it took was using innovative ideas, setting attainable goals, and enabling continuous improvement. This was all predicated on energizing the workforce, which I did through personal empowerment. Together, we directed operation to support 2M service incidents per year while I managed $25M budget, 800 internal agents, 1K contract employees, and drove employee sat/ engagement scores from 83 to 97% and customer satisfaction score from 74 to 97%. Here are some highwater marks from this role:● Increased field team utilization 27% and reduced customer wait time 86% by changing the service model from a hub & spoke to remote support that allowed agents to self-dispatch from current location.● Improved customer satisfaction and reduced dedicated service days from 4.5 to 2.● Saved $8M in labor expense by managing major transition to outsourced call fulfillment centers and implementing significant technology improvements to support customer service processes.● Drove high service levels by building strong relationships with Indian and Philippine teams.● Increased customer satisfaction score +300% by implementing plan to shift service calls to first-time-resolution and broadening expertise of agents, that elevated GS to the preferred resource for customers.

I had hit my stride as a motivational leader and force for change. By analyzing the situation and identifying improvement opportunities, I developed and supported a leadership structure for the in-home PC workforce to deliver world-class service in synchrony with field and retail Geek Squad professionals. Through hard work and collaboration, I drove worker utilization by 2,700 basis points for FY ’15. Other accomplishments include:● Achieved an all-time high Net Promoter Score, 94 (NPS) for both the field and in-home platforms.● Generated 100% employee sat score for direct reports and 97% sat score from team of 800.● Increased Tier 1 phone channel customer satisfaction score 5,700 basis points in FY’15.

To grow the division and position it as the leader in IT support solutions for consumer, I led initiatives to expand the business footprint using a retail-partnership model to capture new business while increasing exposure for the brand. I helped build relationships to transform innovative ideas into new opportunities to expand and partner with businesses outside of the traditional Best Buy footprint while fortifying brand awareness. Here are a couple of key outcomes:● Built relationship with Target Corp. and launched Geek Squad Precincts in 29 stores in Denver and Minneapolis markets. ● Reduced costs $2M annually by submitting RFP to shift help-desk service from external provider to internal support team serving 120K employees that improved employee experience and service levels. ● Collaborated cross-functionally and cross-culturally to develop the Geek Squad @Target operating model. ● Led deployment and operations for 150-person field team structure to serve Target guests and team members with high service levels.

This role had change and innovation running through its heart and I helped shape the future of the organization by providing insight and operational support to the New Business Customer Solutions Group and conducting high-risk/ high-reward test cases. To ensure our ideas had wheels, so to speak, I partnered closely with the New Business leads to prove or disprove the validity of new concepts. I worked to guide market leads using principles of operational excellence to conduct electric vehicle (EV) concept testing. Here are some key accomplishments:● Grew operation from 20 agents to 700 in 3 months and took the brand from regional to global by inaugurating iconic VW Beetle service vehicles, staffing, and evangelizing internally to win support. ● Earned highest c-sat and employee sat scores in company history.● Helped manage EV project by conducting surveys to capture employee, customer, financial data, and customer intercepts to facilitate strategic direction to use EV technology in the business space. ● Saved $2M in continuous spend by concluding EV program based on customer data and feedback.● Earned recognition from Microsoft as the most effective retailer for new products by aligning all stakeholders to develop potent training for 100K employees supporting multiple MS product launches.

Facilitated the launch and support of lab stores to foster growth within a customer-centric model. Implemented a focused, repeatable and sustainable model of innovating to capture quick information to guide decision making.• Conducted biweekly business reviews with field leaders and store employees from each lab store to ensure alignment of project focus based on insights from customers, employees and financial models• Influenced business teams and merchants to shape product assortments and service offerings based on customer feedback• Worked closely with local field teams to teach the innovation mindset to better serve the needs of local customers.