Provides architecture leadership and subject matter expertise focusing on complex and innovative products and solutions for the Xcel Energy contact centers. Develops solution plans intended to support business investment decisions balancing costs, risks, and desired business outcomes. Creates innovative and practical designs that account for the end-to-end technical solution of the contact center system, in line with the business strategy and objectives. Works closely and continuously with business and technology leadership to architect technical solutions that unify the goals of both the business and technology. Deeply involved in the role of digital and self-service technologies and how those channel experiences integrate with the role of the contact center to deliver front to back solutions. Ensures that relevant technical strategies, policies, standards, and practices are applied correctly across technology programs/projects and products. Contributes to the development of architecture governance structures, methodologies, and compliance activities. Works with vendors to assess vendor products, understand vendor’s delivery models, and assist in implementing them at Xcel. Works across multiple projects with varied stakeholders. Sets architectural direction. Builds consensus, mediates conflicts providing technical leadership and advisory services to the business. Recognizes industry technology trends and emerging technologies, understands how they apply to Xcel customers and clients, and drives adoption into the organization. Evangelizes the latest thinking and emerging technologies within the contact center industry. Understands the marketplace of contact center and adjunct solutions including on-prem and clouds configurations. Assesses and manages multiple technical challenges simultaneously. Balances what is strategically right with what is practically realistic by balancing the risk/reward to the project, program, and to Xcel Energy.

Lead regional management consulting firm offering customer experience, contact center, business transformation, and program management solutions to clients in the Southwest. Bring people-oriented, business-focused approach coupled with deep experience in people, process, and technology that allows clients to exceed their goals. Develop go-to-market strategy development, business development and sales, and delivery of professional services.

Identify and implement large-scale customer service operations transformations for global telecommunications, high-tech, utilities, consumer products, insurance, and e-commerce/fulfillment companies. Develop and lead contact center operations architecture improvements and strategies. Re-engineer call flows, increase ACD/IVR call routing containment, design Virtual Agent and RPA/AI technologies, enhance customer journeys, improve workforce management, and establish new channels. Led front/back office transformation and cloud migration for major midwestern utility: ✓ Achieved a more than 500,000 labor hours capacity gain and ~$30 million in operations and management savings.✓ Designed command center to manage implementation of agent performance improvement, workforce management, vendor management, remote agent, and analytics initiatives.Identified 33% work capacity gain potential after directing back office transformation for large North American utility. ✓ Re-engineered order to cash, credit to collections, and customer enrollment processes.

Delivered people, process, and technology performance improvements through applied transformation, continuous improvement, and analytics disciplines.Managed CenturyLink command center operations transformation project:✓ Oversaw team of more than 50 staff that provided front/back office operational performance management services for 3,000-seat, multi-location, onshore/offshore/remote agent contact center.✓ Achieved $6 million in cost savings, increased IVR containment rate 22%, implemented web chat that absorbed 30% of agent calls, reduced forecast errors from 12% to 4%, and decreased average handle times 10%.

Oversaw enterprise-level customer service improvement programs driving transformation of sales, marketing, and customer service organizations. Achieved refreshed customer strategies and differentiated customer experience based on behavioral customer data and implementation of re-engineered client business models.✓ Analyzed major utility client financials and key industry benchmarks for performance improvement areas. Led identification, design, business case development, and implementation planning for 7 improvement initiatives. ✓ Led North America Utilities Practice Customer Transformation and Salesforce.com Programming initiatives.

Led customer service optimization, technology, and managed service practices. Managed operating model improvement, management systems, cost structure repair, process optimization, and service level improvement management consulting projects. Directed CRM system assessments, software and services sourcing, software selection, PMO creation, and development of business cases. ✓ Managed teams of consultants responsible for delivering business solutions.✓ Achieved more than $8 million in new services sales by driving successful business development initiatives. ✓ Served as Advisory CIO/Architect for healthcare services company’s transformation with 500-seat call center. ✓ Re-engineered ACD/IVR call flows for leading provider of clinical content, leading edge software, absence management outsourcing services, and data analytics to providers, insurers, and healthcare organizations. Executed telecom/ACD rebuild, call routing re-engineering, self-service redesign, IVR re-implementation, desktop integration, agent and team lead training, and new call center operational reporting and metrics.

Spearheaded IT, global customer service, direct marketing, sales forecasting, corporate quality, and manufacturing planning departments for global cleaning products manufacturing and distribution organization. Overhauled and managed global IT infrastructure and enterprise application portfolio to maximize business value. Led PCI, ISO, and SOX compliance.✓ Oversaw $40 million IT budget, 5 global call centers, 4 distribution centers, and 5 process improvement teams.✓ Managed global direct marketing television operations ($30 million budget) for this INC 100 Fastest Growing Company.✓ Gained 8x sales growth and contributed to $400 million company sale by building new technology platforms.✓ Directed Strategic Business Unit (SBU) that commercialized $100 million product.

✓ Directed e-commerce Business Process Outsourcing (BPO) division comprised of 200+ employees.✓ Implemented inbound and outbound customer service and technical support programs for 50 clients.✓ Designed IT build of e-commerce order to cash, workforce management, and Customer Support Operations (CSO).

✓ Built 12-state Southwest Area consulting practice from start-up to large, profitable business.✓ Managed more than 20 enterprise call center re-engineering, IT strategy, software selection, and supply chain optimization projects for Fortune 500 and INC 500 clients.

Led 4 major call center business process re-engineering projects for national P&C insurance companies.