Testudo Solutions LLC | Vice President, Customer Experience, Consumer & Retail/Customer Service PracticeEl Paso, TX | 1/2023 – PresentTestudo Solutions LLC is a consultancy focused on helping businesses optimize their customer service and operations. Specializes in customer service transformation, call centers, sales, inventory, and operations planning (SIOP), and order management for both B2B and B2C clients.Key Accomplishments:• Led multiple CX transformation projects that significantly improved CES, NPS, and CSAT.• Reduced operational costs and delays by implementing automation solutions, increasing speed and accuracy in order and account management.• Developed and implemented KPI frameworks for continuous performance improvement and scalability.• Utilized advanced CRM and contact center technologies, including Zendesk, Talkdesk, Genesys Cloud CX, and Salesforce, to improve customer interactions.

Virtual Storefronts by Uspace | Fractional Chief Operating Officer (Testudo Consultancy)Virtual Storefronts is a SEO and SAAS business focused on hands off sales growth for small local businesses.Strategic and Operational Planning; scaling for a successful and growing, post “proof of concept” business. Mapping and Automating all processes from Customer Inquiry to Service Renewal. VS is a business that drives customers to buy from their neighbor and drives small business success. A Noble Cause that Drives Profit.

Helen of Troy is a global consumer products company that offers a diverse portfolio of well-known brands across health, beauty, and home products.Key Accomplishments: Responsible for comprehensive Service Operations, including call center management, direct-to-consumer (DTC) support, technical support, field services, and BPO service contracts, with full P&L accountability. Drives cross-functional partnerships, particularly with supply chain on Sales, Inventory, and Operations Planning (SIOP), and leads order fulfillment, post-sale cash applications, and chargeback processes. Oversees global customer service and sales support, ensuring excellence in call center operations, technical support, order management, and chargeback reconciliation, while aligning BPO partnerships to meet performance, quality, and financial goals.• Achieved a 50% reduction in order fulfillment time and a 25% reduction in cost per order/contact.• Drove a 100% increase in D2C sales over four years and sustained 5-year improvements in NPS and CES.• SIOP, Order To Cash and Pre/Post Sale Support (Call-Center)• Managed a $34.6M budget, overseeing 14 direct and 268 indirect reports, with responsibility for over 2.9 million customer contacts annually across multiple channels (consumer call center, B2B order management, DTC sales).• Improved first-contact resolution (FCR) to 94%+ and achieved an OTIF (on-time, in-full) rate of 98%+.• Led digital transformation projects, including the implementation of Oracle CRM Cloud, AI Automation, Intelligent Orchestration Tools and AI Contact Asist, reducing contact volume by 11%, automating manual order processes and driving high customer satisfaction and DTC Digital Sales.

Global VP, Customer Service Operations – Jul/2014 – Dec/2017 Led 2 shared-service centers (128 FTEs) Direct oversight for inside sales, application/sales engineering, tech support, customer care, order fulfillment and SIOP.• $8.5MM P&L accountability, managing 11 direct and 117 indirect reports.• Grew inside sales accounts from $22MM to $34MM in 3 years.• Reduced manufacturing assembly failure/rework by 20%.• Analyzed key data and touch points, lifting NPS and CES improvements by 30%.• Designed training/process-based VOC/QA programs.• Reduced annual employee attrition from 25% to 5%, via engagement survey-based program. • Implemented Six Sigma LEAN workflow methodologies and journey mapping, driving efficiency and continuous improvement, and reducing cost-per-transaction by 25%.• Multiple technology launches, including NetSuite ERP and CRM technologies

A $1.4B manufacturer/distributor of residential and commercial kitchen and bath faucets and fixtures. Executive Director, Global Customer & Consumer Service – Apr/2009 – Jul/2014Led; consumer exp/call center, order management, tech & trade support, warranty, vendor compliance, AR, training & facilities. • $38MM budget, managing 16 direct and 275 indirect reports in the US, Canada, China, and Mexico • 200 call-center 50/50-inbound/outbound Consumer, Customer, Trade and Service Contract Support.• Partnered in sales growth $966MM to $1.4B in 5 years.• Launched customer service social media team, delivering 4.2-star average for support. • Opened Moen to Big Box Retailers.• Reduced cost-per-contact by 35%; SL’s to 85%/20 & email to 90%/1.5 hours with 88% FCR.• Led initiative to understand customer/consumer touch points, delivering 50% NPS increase to 78%.• Smart Business “World Class Customer Service Award” (2012-2013)/Fortune Brands “President’s Excellence Award” (2011-2014).