Manage best-in-class customer experience. Identify and lead various customer experience improvements, serving as a thought leader across all customer touch points and functions. Run multiple call centers providing inbound and outbound sales and support over phone, email, chat, and social media. Manage and improve back office functions related to warranties, special orders, and delivery issues.

Evolved customer communication to improve internet and home phone P&L. This role was a mix of strategy and execution.• 2019 Goldy award winner for increased profitability* Redesigned and simplified approach to customer self-installations. Reduced packaging costs by ~85% by shifting to plain boxes and eliminating unnecessary parts. Cut guide development in half by combining similar versions and shifting to drastically simplified look and feel• Launched customer website to explain what impacts Internet speeds. Visited by 51K unique visitors/day• Defined benefits and positioning for Smart Home Manager app. Built app into Internet registration, self-installation, and field processes in order to increase adoption and usage. Doubled annual usage to 2.3M customers • Drove incremental $6.4M/yr savings by migrating customers to paperless bills

Hand-selected to be part of a small team reporting directly to the CEO. Team tasked with developing and implementing strategies to dramatically improve DIRECTV's end-to-end customer experience and Net Promoter Score (NPS). Scope expanded to also include AT&T internet and mobility customers when DIRECTV was acquired in 2015. Initiative/Project Leadership• Led efforts to improve several end-to-end customer journeys, including annual price increases and the final billing process. Final billing improvements reduced complaints by 41% with no impact to collections• Developed and launched ad campaign highlighting DIRECTV’s customer experience improvements. Led to more favorable impressions of DIRECTV and became part of ongoing advertising strategy CapEx Strategy and Execution• Built business case and championed several initiatives through capital expense request process; developed business requirements and led execution of Auto Pay improvements that saved 200K customer calls/yearVoice of the Customer Research• Establish company-wide “Voice of the Customer” program. Incorporated NPS into existing customer satisfaction surveys and revised feedback process. Launched agent-level transactional survey and closed loop feedback system for 30,000 call center agents. Feedback used for frontline coaching and follow-up with individual customers. • Ran market research to support DIRECTV Customer Experience team. Used qualitative and quantitative research to prioritize opportunities, shape/inform key initiatives, and measure the impact of changesCustomer Experience Strategy• Improved DIRECTV’s Net Promoter Score (NPS) from 16 to 34 in 3 years. Industry rank went from 3rd to 1st• Developed Customer Experience roadmap based on survey data, operational data, 3rd party complaints, stakeholder interviews, and competitive/market trends

Gathered market and competitive intelligence to inform and shape DIRECTV's marketing strategies. Regularly shared actionable insights with CEO and key executives. Promoted from Sr. Manager in 2009 to take on additional role identifying improvement opportunities for call center agents through monitoring customer service calls.• Analyzed consumer trends and competitive pricing, packaging, marketing, and policies; recommended strategies that would increase sales, increase revenue per user, or decrease subscriber churn• Developed, launched, and rolled out desktop tool to provide 20,000 call center agents local competitive information; nominated for DIRECTV Sales & Marketing award in recognition of the tool’s impact• Created self-help portal for enterprise users to analyze local trends and identify macro trends and insights• Ran nationwide mystery shopper program • Designed and built program to monitor sales, upgrade, and retention calls and identify steps to improve churn, revenue, and customer satisfaction. Insights led to scripting changes, greater consistency in pricing descriptions, more attempts to “save” customers who call to disconnect, and better treatment for the most valuable customers• Managed multiple, outsourced vendor relationships as well as team of direct reports

ExED is a non-profit organization that provides financial consulting and back-office support to charter schools in Southern California.Managed and ran $21MM business operations for eight public charter schools, serving nearly 3,000 students.• Developed and oversaw annual budgets • Consulted to schools on all financial and operational issues, including business/strategic objectives, potential revenue sources, and monthly analysis and reporting for schools’ Boards of Directors• Oversaw and ran Accounts Payable and Human Resources departments

Represented consumer interests during all aspects of product development, operations, sales, and marketing for Barbie brand. Brand Management/Leadership• Managed $200MM+ International sales of Barbie accessories, fashions, plush, and activity products• Developed and implemented global marketing strategies for My Scene, American Idol, and Fairytopia sub-brandsProduct Development• Established ongoing product needs, based on consumer research (primary & secondary), sales, and competition• Led cross-functional product/packaging development teams throughout design and development process• Developed line extensions, including a full-length animated movie and exclusive products for key retailers• Launched $50MM “American Idol” product line, $25MM “My Design Scene” lineAdvertising and Promotions• Directed development of 20-25 girl-targeted television commercials annually• Generated content strategies for award-winning Barbie website (#1 website for girls; 200MM visitors/year)• Generated strategies for global PR events, consumer product tie-ins, and other strategic partnerships• Developed strategies and promotional materials for both on-pack and in-store promotions Retail Placement• Coordinated and ran media- and retailer-focused toy fairs in New York and Los Angeles• Developed and communicated key product features and benefits to retailers and other customers

Identified and selected growth opportunities for global skin/hair care franchises.• Identified and quantified market potential for entry into new products/services • Led internal, cross-functional team during initial stages of corporate acquisition• Directed strategic plan; initiated strategy to improve portfolio management system

Project management for Internet marketing consulting / web development agency.• Initiated online library of components for investment bank’s institutional Web development projects• Redesigned Web communications/capabilities for investment bank’s Institutional Equity Division • Developed global strategy for automotive manufacturer to sell vehicles over Internet

Developed solutions to key strategic/operational issues for Fortune 500 companies. Management/Leadership and Branding• Led 8 person team identifying $11MM savings in non-inventory expenditures for consumer goods company• Defined, quantified, and implemented metric to assess value of automotive brands to consumers. • Identified opportunities to improve brand value for specific automotive vehiclesCost Savings/Revenue Enhancement• Generated $50MM in savings for Purchasing department in consumer goods post-merger integration• Created strategy to increase returns from pulp and paper technology investmentsOrganizational Improvements• Devised post-merger integration strategy based on internal cultures, supply needs, and activity-based analysis • Examined organizational structure, internal culture, and external benchmarks for paper company

Managed the international corporate research strategy and execution for oil company clients.• Designed and analyzed qualitative and quantitative studies in 9 countries, which led to market assessment, new product entry, advertising evaluation, and crisis management strategies