Global consultant specializing in Organizational Development, People Operations, Business Operations, and Customer Experience. Experience in diagnosing root causes and designing individualized solutions, using qualitative & quantitative data as well as evidence from psychological theories and research review. Identify, track, and execute action on key performance metrics, pro-actively collaborating with senior leadership and internal/external stakeholders, to propose initiatives… Show more Global consultant specializing in Organizational Development, People Operations, Business Operations, and Customer Experience. Experience in diagnosing root causes and designing individualized solutions, using qualitative & quantitative data as well as evidence from psychological theories and research review. Identify, track, and execute action on key performance metrics, pro-actively collaborating with senior leadership and internal/external stakeholders, to propose initiatives regarding human capital and operational issues, and assess risks associated with changes. • Data analysis using methods including surveys, interviews, focus groups, research, service design thinking, systems thinking, internal data metrics, and customer/employee feedback from multiple channels.• Identify skills and performance gaps to develop training programs at team & individual levels. Needs assessment, executive coaching, and talent development using competency models.• Designed and conducted formal empirical studies as well as evaluated program effectiveness using psychological research methods. Analyses have used correlation, multiple regression, ANOVA, content analysis, as well as descriptive statistics.• Projects include strategic planning, process improvement, organizational effectiveness, change management, department restructuring, job redesign, employee mobility, succession planning, performance management, motivation, learning & development, and customer experience.• Key results: assessed motivational issues and implemented changes leading to 50% increase in employee satisfaction, identified cause of organizational issues within 1 month, restructured functional area/redesigned roles retaining 100% of the workforce, led projects resulting in 12% increase in productivity, and created initiatives increasing customer retention by 30%.• Clients from industries such as medical device, health/wellness, education, digital marketing, SaaS, retail, travel, arts/entertainment. Show less

Global Consultant focused on helping clients to deliver exceptional customer experiences and service as well as operational/organizational excellence. Expertise is in Customer Experience Operations (CX), Voice of the Customer (VoC), Program Development and Operations, Quality Control/Continuous Improvement, Brand Maintenance and Management and Staff Training. Clients include major cruise lines and land/river travel operators as well as tourist destinations, museums, retail, tech and investment… Show more Global Consultant focused on helping clients to deliver exceptional customer experiences and service as well as operational/organizational excellence. Expertise is in Customer Experience Operations (CX), Voice of the Customer (VoC), Program Development and Operations, Quality Control/Continuous Improvement, Brand Maintenance and Management and Staff Training. Clients include major cruise lines and land/river travel operators as well as tourist destinations, museums, retail, tech and investment firms.Responsible for developing strategies to improve the overall Customer Experience. Identify, track, report and execute action on key performance metrics and pro-actively collaborate with senior leadership. Use of Qualtrics and other data analysis tools, as well as creativity and critical thinking, to craft program changes. Combining business insights and deep knowledge of CX to drive the strategic vision. Show less

Online Classical Pilates (mat and apparatus) classes and teacher training workshops. • Talent acquisition and employee performance management.• Negotiate contracts, manage financials, strategic planning, and product development.• Brand management, marketing materials, and client acquisition.

Accountable for the Antarctica product, including quality control & continuous improvement.• Global leadership of 5 international remote teams, with an operating budget of over $3MM, providing customers with an exceptional experience across multi-locations.• Oversight of entire program and crisis management (analysis of situation/resources/people, action plan creation, communication to all stakeholders, implementation of the plan mobilizing multiple and simultaneous tracts). Streamlined… Show more Accountable for the Antarctica product, including quality control & continuous improvement.• Global leadership of 5 international remote teams, with an operating budget of over $3MM, providing customers with an exceptional experience across multi-locations.• Oversight of entire program and crisis management (analysis of situation/resources/people, action plan creation, communication to all stakeholders, implementation of the plan mobilizing multiple and simultaneous tracts). Streamlined processes for greater efficiency and led change management projects. Maintained compliance with international laws and regulations.• International vendor management, negotiated contracts, determined services and standards.• Trained the sales team on products, reviewed surveys/sales numbers, worked with marketing team to produce materials. Expeditions routinely sold out with over 100% occupancy.• Prepared costing for itineraries, approved invoices, and controlled the budgets along with finance team, evaluated grant applications. Show less

Responsible for onboard programming, revenue generation, and customer experience for 1000+ passenger ships. • Analyzed over 1000 weekly customer surveys (qualitative & quantitative) and researched market trends/target demographic to improve programming. • Accountable for the business operations of the entire department, including financials, and forecasted future needs. Crafted marketing materials and improved processes for efficiency.• Managed direct and indirect reports. Workforce… Show more Responsible for onboard programming, revenue generation, and customer experience for 1000+ passenger ships. • Analyzed over 1000 weekly customer surveys (qualitative & quantitative) and researched market trends/target demographic to improve programming. • Accountable for the business operations of the entire department, including financials, and forecasted future needs. Crafted marketing materials and improved processes for efficiency.• Managed direct and indirect reports. Workforce planning and talent management, using competency models, for entire team and supplemental staff. Evaluated performance and developed career and professional development sessions for international staff members. Show less

• Met and often exceeded revenue targets (highest revenue producing department) with an average of $100,000 per week on 1000 passenger ship by making decisions based on financial analysis. Launched new technology to promote and sell tours to achieve revenue goals.• Oversight of over 100 international vendors and database information - average 200+ tours/month. Prepared/analyzed documents including lost revenue reports to minimize impact. • Trained staff to accompany tours (60-75/week),… Show more • Met and often exceeded revenue targets (highest revenue producing department) with an average of $100,000 per week on 1000 passenger ship by making decisions based on financial analysis. Launched new technology to promote and sell tours to achieve revenue goals.• Oversight of over 100 international vendors and database information - average 200+ tours/month. Prepared/analyzed documents including lost revenue reports to minimize impact. • Trained staff to accompany tours (60-75/week), matrix managed, and evaluated performance. • Developed operational workflow for improved efficiency and customer experience, utilizing change management methods. Show less

Led the onboard Well-being Program for 1000+ passenger cruise ships. • Improved customer engagement of onboard programs, increasing participation by up to 300% compared to corporate averages, by pro-actively putting feedback analysis into action. Consistently highly rated based on customer feedback and survey results.• Program design and delivery in line with strategic vision, based on qualitative and quantitative data analysis of 1000+ weekly customer surveys and researching market… Show more Led the onboard Well-being Program for 1000+ passenger cruise ships. • Improved customer engagement of onboard programs, increasing participation by up to 300% compared to corporate averages, by pro-actively putting feedback analysis into action. Consistently highly rated based on customer feedback and survey results.• Program design and delivery in line with strategic vision, based on qualitative and quantitative data analysis of 1000+ weekly customer surveys and researching market trends. Directed change management initiatives for staff and program changes. • Uncovered areas for collaboration between departments to align with organizational goals.• Matrix managed employees, developed trainings for events, forecasted resource requirements and, working with other functional leaders, used internal mobility methods and competency models for workforce planning. Evaluated employee performance and led improvement coaching sessions. Show less

Guest lecturer for the Service Operations Management MBA course with classes of 30 – 50 students. • Presentations and discussions focused on applying customer service operations principles to diverse industries and geographies to prepare students for real world business challenges.

• #1 revenue producing cruise ship in the fleet for the year.• Streamlined processes and workflow for greater efficiency.• Training and development of international staff, including onboarding, job redesign, and career coaching. Spearheaded change initiatives to improve employee experience.

• Professional dance and acting experience including Parsons Dance Company (NYC) and The Hartford Ballet (Hartford, CT), as well as stage and film work in NYC and Los Angeles. • Production Manager for international performances, handling all logistics and personnel, such as recruiting, talent planning, developing training materials, job redesign, succession planning, and organizational restructuring.

Worked on complex cases, including confidential litigation documents and corporate contracts, interfacing with high profile attorneys in Los Angeles and NYC.• Member of the team that won the largest damage award affirmed on appeal by the California courts in any area of law (2005).• Trained and onboarded new staff.

Guest services at the New Amsterdam Theater, one of the largest Broadway theaters.