WHAT I DO: Customer Service Experience Leader guiding organizations on how to increase service revenue, profits, CSAT/ NPS scores and employee retention through optimized service delivery and products, cost reduction, faster issue resolution and improved employee engagement and retention. WHY I’M DIFFERENT:I have a 30+ year record of success in delivering breakthrough improvements in diverse customer facing organizations including Customer Service, Sales, Marketing, Product Management and Business Development, giving me a unique perspective of what customers want and expect when interacting with a brand.SERVICES I PROVIDE:• Creating Effective Customer Service Teams• Service, Aftermarket Parts & Training Monetization• Customer Service Process Optimization• Sales & Customer Service Alignment • Customer Experience Evaluation & Improvement Planning • Defining Metrics That Drive Revenue & Profit GainsCORE COMPETENCIES• Consensus Building & Leadership• Service Operations & Sales• OEM Product Sales & Marketing• Market Penetration & Expansion• Distribution Channel Management• Manufacturers Reps & Direct Sales Development • Effective Sales & Marketing Teams• Strategic Partnerships & Alliances • High-Impact Executive Presentations • New Product Development Process• Continuous Improvement/Lean Processes • P&L Management • Strategic Planning & Implementation • Change Management• Organizational Restructuring
