Leading business transformation and information technology

Advisor to Chief Digital Officer, Southwest Key Programs, a$1B non-profit organization

Leadership: Executive leadership team member, reporting to the President, established new Digital LOB, responsible for P&LDigital Consulting: Recruited team to deliver digital transformation and management consultancy engagements to existing BPO clients, enabling a differentiated value proposition to drive BPO revenue growthDigital Innovation: Established digital innovation pipeline to experiment and select leading contact center domain AI, NLP/NLU, prescriptive and predictive analytics tech partners to deliver compelling use-cases with a guaranteed ROI; automated after call work, guided selling, guided compliance adherence, automated agent coaching, predictive attrition, automated PII redaction, etc.UX Prototype Factory: Established digital prototype factory, developed world-class user experience prototypes to envision reimagined target state enabling clients and stakeholders to visualize final product related UX prior to software developmentChatBot: Executed M&A of Chatbot solution and software development platform, deployed across clients in the Asia marketEmployee Experience Transformation: Created program to optimize attract, recruit, onboard and training journeys focused on contact center agent pipeline across global geographies. Reduced hiring cost per agent by 50%, increased new hire retention by over 40% and tracking towards meeting speed to competency, and retention target improvements

Unum group is a $12B fortune 500 Employee benefits insurance company with leading insurance brands such as Unum, Colonial Life, Starmount Dental and Vision.Divisional CDO Colonial Life: Business partner, leading digital transformation and product management for $1.7B Colonial Life reporting to Unum Group CIDO and Colonial CEO serving 100K clients and 5m policyholders. Delivered industry’s first 100% digital mobile prospecting & sales app for 15,000 independent agents driving over $35M in new sales, with 90%+ adoption. Reimagined client portal experience. Delivered enhanced self-service capabilities to 100K+ clients and drove user adoption to 60% in 3 monthsDivisional CIO Starmount Dental and Vision: Lead IT delivery for $450M Starmount to transform provider experience journeyAdvisory: Developed strategy and drove consolidation of Digital & IT organization under the new CIDO, saving over $2MDigital Innovation & UX: Established a Digital Innovation Center, Tech Hub, User Experience Lab, and a top tier college recruiting program, and leveraged leading start-up incubators to drive innovation and deliver optimal user experiencesUser Experience Design: Lead UXD across Unum Group globally. Established UX, UI and UR methods and standardsSalesforce & Vlocity: Reimagined lead, opportunity, and proposal processes. Simplified proposal increased CSAT by 5%. Improved quote TAT by 25%. Established COE, reduced tech debt 20%, drove test coverage/automation to 90%+Enterprise Enrollment Journey: Reimagine an Enrollment & Engagement platform focused on the worker experienceEnterprise Agile Office: Implemented role based, global Agile training program to drive increased velocity/throughputTech. Debt Reduction: Consolidate enterprise apps across holding companies and develop digitally abstracted micro-servicesStability Improvements: Improved systems stability 80%+ across multiple platforms and improved labor arbitrage by 30%+; $5M

Deloitte, the worlds largest professional services firm with over 275K employees and $40B revenueResponsible for managing a portfolio of over 40 applications, 200+ resources and $30M+ budget, enabling the growth of services revenues of $1.4B+ through 250K+ user baseReimagined service delivery model and refined digital vision, strategy, and road-map to disrupt the traditional landscape through creative agency engagement, scaled agile practices, and technology to rapidly develop customer-specific solutions

Co-founder and owner www.PrimalSkillet.comBuilt a successful startup focused on chef inspired, gourmet meal delivery service as featured on Fox TV morning show. MoM; ~$200K annualized sales in 3 months. Responsible for leadership, strategy, marketing, sales, finance, and digital domain. Developed app/website/content, operations software, and drove digital campaigns to double sales, Digital Product Management & Technology Strategy ConsultantHelping clients develop and execute enterprise application strategies that leverage technology to accelerate growth and increased margin. Example; Chief Product Owner for next generation sales force automation tool for a large global German software company

WM, valued at $22B provides waste management services to over 22M customers. The SBS division, serves WM’s largest commercial customers utilizing an asset-light broker modelManaged a team of 500+ and $35M budgetDivisional CIO and Senior Operations executive responsible for:Digital Transformation of customer-facing operations pertaining to customer on-boarding (sales, pricing, and setup), customer service, and billingBusiness Operations P&L Owner responsible for customer setup, service change, service fulfillment, vendor payable, client billing, and compliance functionsDivisional CIO responsible for the SBS IT organization supporting custom developed .Net/C# application for CRM, OTC and Billing, Finance & Accounting software, program governance, infrastructure, technology operations, and enterprise integration

Senior Information Technology executive responsible for sales, pricing, customer service, and order-to-cash applications, Salesforce and Oracle Technologies supporting a population of 43,000 employees and 22M customers in North America.Additional responsibilities included:Operations process improvementsDeploying a next generation contact center technology solution Establishing an Operations and Technology Management Analyst (OTMA) rotational program, and launching a college recruiting program to recruit key talent from top 10 schools

Led sales and managed the implementation of large-scale Salesforce/CRM digital transformation and systems integration programs at Fortune 500 companies, with budgets over $100M, resulting in benefits greater than $100M YoY. Sample engagements.Leading Telecommunications Companies Globally: Led multiple large multi-national, multilingual, transformation and technical solution teams implementing Telco order to cash, customer care, and billing platform (OSS/BSS) across mobile and data products Leading Life Sciences Companies: Led the sales and implementation of a complex digital transformation program to enable CRM order to cash capabilities; lab operations, SOX/PPI compliance, logistics, and customer billingWorld’s Largest Contingent Staffing Company: Led the sales and delivery of a new global go-to-market strategy, and implemented sales force automation, order entry and order management capabilities

Executed a strategy to rebuild IT infrastructure, services and the support deskLaunched a “wired classroom” initiative; an Intranet and laptop purchase programDefined and documented departmental policies and proceduresNegotiated a series of service-level contracts, resulting in multi-year savingsRestructured IT budgeting process, documented SOPs, and upgraded talent