Unity & Company is a consulting firm that specializes in leveraging a strategic understanding of human experiences to help organizations unlock best-in-class performance. We focus on engagements in three main areas: Leadership Development, Employee Engagement and Customer Experience.Our flagship signature training program is the Catalyst Leadership Experience: a three day, instructor-led classroom training coupled with ongoing coaching & reinforcement and a custom data and insights package to help organizations measure impact and inform future talent development strategy.We also offer a number of virtual and instructor led workshops on essential leadership skills and competencies.In addition to our signature programs, we offer bespoke consulting engagements in the areas of customer experience, employee engagement and leadership development.We also take on a limited number of private coaching clients. In our private coaching engagements, we work with executives and business owners to take their performance to the next level. Our unique strengths-based approach provides our clients with clarity of vision and our focus on mindset provides the necessary motivation to execute on that vision.

Led operations for Workrise's largest and most protifable business unit. Oversaw recruiting, workforce onboarding, support, engagement, worker + client success, client operations and connect platform operations (B2B marketplace).

Oversaw workforce onboarding, support, engagement/insights, field HR, safety, compliance, training/certification, fleet, PPE/equipment, outsourcing operations and COVID response programs for all workrise entities. Led post-merger integration initiatives for ten acquired entities. Drove the implementation of a universal tech stack across all acquired entities and verticals, enabling greater process efficiency and fungibility of labor pools across markets.

Oversaw 24/7 care operations center, field HR and payroll departments for Honor’s nation-wide team of 3,000+ care professionals. Boosted gross margin by driving significant reduction in discretionary spend. Streamlined operating expenses by spearheading a new geo-centric organizational design that increased efficiency by decreasing coordination overhead between geo-aligned and centralized resources.

Served as the head of Stitch Fix’s Austin-based operations center of 350+ cross-functional personnel. Drove increased customer retention and speed of resolution by implementing a multi-channel support model. Prepared the function for IPO and international expansion by driving the strategic development and implementation of global programs including strategy, resource planning, project management, workforce management, quality assurance, training, and internal communications.

Scaled customer care operations from a local team of five associates to a global contact center network of 150+ agents and support staff serving customers in six languages across NA and EMEA. Led voice of the customer (VOC), Net Promoter Score (NPS) and customer research programs. Early stage hire (employee #25).

Directed a global network of five BPO contact centers across North America, Europe, and Asia with a combined headcount of 500+ agents and support staff. Led an internal team of Tier 2 advanced support associates that collaborated with product and GTM teams to provide operational support to our vendor network. Oversaw business process reengineering which drove contact deflection, help center optimization, and process improvement.

Co-founded a digital marketing agency specializing in assisting small business owners with concept development, strategic planning and implementation of marketing tools and strategies to boost top line revenue.

Served as the senior leader of Vanguard’s West Coast annuities office. Led a cross-functional operations team consisting of customer service, marketing, inside sales, retention, training, quality assurance and processing.

Led a strategic service model redesign in response to the 2008 stock market crash. Led a team of analysts and six sigma trained project managers to implement new processes, tools and talent strategies that dramatically decreased problem resolution cycle time and increased the retention and satisfaction of high net worth investors.

Led a top performing team of inside sales representatives. Developed quality assurance standards and sales coaching program based on consultative sales principles. Developed dashboards and reporting to analyze sales effectiveness and drive process improvement and performance accountability.