Founder and owner of Mystic Home Watch.

In this role, I am leading cross-functionally to develop and drive digital commerce adoption strategies and training programs for the GE Industrial Solutions Empower site. I also own external and internal Voice of Customer to identify and prioritize functionality and platform enhancements.

Functional and business leader of the GE Measurement and Control B2B e-Commerce platform. Lead the development of program vision, business case, blueprinting, functional requirements, key process mapping, phase reviews and roll out. Program positions GE to realize signficant incremental contribution margin while improving customer experience.Experiences in this role:• Multi-year strategy development and IT blueprinting• Program management• Gathering and prioritzatoin of requirements• Business requirements and user story development• Forecasting of business benefits• Stakeholder management• Agile software development• IT Vendor selection and management• Application of Hybris/SAP technology• Application of Optical Character Recognition (OCR) technology• Identification and digitization of key business processes in collaboration with customer service, supply chain, legal, marketing and product management.• Leadership of catalog content curation and structuring• Digital Marketing strategy • Cross Channel strategy• Customer beta testing• UI/UX studies and optimization• Training and on-boarding of customers• Creation of adoption dashboards and analytics requirements• Leadership of user acceptance test planning and execution• Cross functional change management and operationalization• Kissmetrics and Google Analytics• Cross-selling and up-selling• Featured products promotion

Leader of 140 person customer care team responsible for $1B per year of order processing and order management. Lead the multi-channel transformation of customer care across email, phone and digital commerce. Improved customer satisfaction while reducing cost. Standardized performance metrics, dashboards and operation reviews delivering continuous improvements to transaction cycle times and customer satisfaction. Managed multiple systems migrations including SAP and SFDC case management on schedule. Deployed e-commerce solution for RMA processing. Drove talent upgrades at individual contributor and leadership level. Developed strategy to consolidate customer care to a single location center of excellence.Experiences in this role:• Development of business strategies to support optimized customer experience and growth, including centralized operations, smart outsourcing , service segmentation, key account management, model, and CSR incentive programs• Employee development - Introduction green Belt CSR program and formalized CSR training• Process standardization and optimization via lean six sigma • Metrics standardization and dashboard development• Roll out and operationalization of Sales Force dot com (SFDC) case management • Roll out and operationalization of SAP ERP• Improved order processing cycle time and on-time delivery through partnerships with finance, supply chain and shared service teams.• Implementation of monthly customer care operational reviews• Reduced collections issues through focus on order entry quality• Net Promotor Score (NPS) surveys and associated improvement action plans• Channel Partner relationship development• Government and regulatory compliance• Optimization of revenue recognition

Leadership of 80 person contract product development organization focused on life science and biomedical equipment in an FDA regulated, ISO 13485 environment. Directed and mentored engineering managers in proposal development, product design and people management. Restructured organization to improve people, technical and program management capabilities. Managed revenue forecasts, resources, program schedules, program budgets, overhead rates and performance to department budgets. Developed engineering annual operation plans and strategic growth strategies.

Philips Healthcare e-Commerce and e-Support Business ManagementPhilips Healthcare New Service Creation

Enterprise CRM, Knowledge Management and Escalation Management applications and processes for the Philips Medical Services business. Global roll out of Clarify, Knova and internal escalation tools and processes. Business process improvement, efficiency and service acceleration

Memory chip testing, ASIC design, Logic design, PCB design, management, project management, memory and ASIC marketing