Responsible for leading strategic Service Transformation & Contact Center growth and operational initiatives while driving service delivery improvements and an enhanced customer experience.

Providing consultative services and project management expertise to implement new & innovative contact center solutions and transform operations for US government and commercial entities.

Responsible for driving strategic initiatives to monitor, measure and enhance the customer experience at Volkswagen dealerships, including management of the online Customer Experience Survey system, mystery shops and reward & recognition programs. * Fostered improvement initiatives that achieved a four rank industry improvement in the JD Power Customer Satisfaction Index study.* Created innovative reporting solutions to identify organizational weaknesses and implement corrective solutions helping to improve internal customer satisfaction scores skyrocketing to all-time highs.* Developed benchmarks, processes and business rules for the brand Customer Experience bonus program that distributes over $80M annually to Volkswagen dealers.* Generated $2.2 million in annual cost savings by creating RFPs and managing the vendor selection process.* Led cross functional team and organizational efforts to successfully move a fragmented data extraction system to a unified in-house solution resulting in $300k in annual costs savings. * Stabilized department that experienced significant turnover within a short time frame by hiring new talent and improving processes to advance business to the next level.* Orchestrated three multi-million dollar events for both Volkswagen executives and dealership personnel. * Facilitated the improvement of mystery shop passing rates from 2.5% to 70%.

Directed all aspects of 125-person call center operation with direct accountability for $12 million budget and all customer relations & goodwill activities. Developed Voice of the Customer program to provide C-Level and Sr. Executives insight into drivers behind customer contacts. * Drove paradigm shift, from vendor-managed department primarily concerned about internal metrics, to in-house center acutely focused on customer satisfaction. * Boosted overall customer satisfaction 12% by implementing more customer-centric programs and policies.* Led call center (ranked 18 out of 20) to #1 position for Customer Complaint Handling for 4 consecutive years according to a third party dealer management survey.* Reduced incoming call volume 20% and dealer complaints 75% by improving communication channels and implementing new reporting mechanisms that fostered proactive customer satisfaction initiatives.* Introduced new technologies, including championing efforts to add online chat to VW.com website.* Streamlined workforce management processes and call routing procedures to optimize service levels and heighten efficiency saving $137,000 annually. * Created cost containment initiatives and business insight for the Volkswagen Goodwill program resulting in $3.0M in annual cost savings.

Held multiple concurrent responsibilities: (1) Managed all the company’s major projects, such as technology transitions and M&A integrations; (2) Led 250-person multi-site, multi-function call center operation with $6.5 million annual budget; (3) Oversaw client management team generating $20 million in annual revenues. * Played key role in ongoing organizational transition due to changing market demands.* Led major project to move 200,000 email boxes to Google. Managed project from concept to completion with zero negative impact on customer churn.* Spearheaded integration of 3 distinct cultures after Ikano acquired two $15 million organizations – designed plan and templates used by each organization to successfully fold the new staff into their existing processes.* Boosted call center productivity 30% by developing new benchmarks and incentive programs.* Protected revenue of over $2M per year and managed large corporate accounts such as Johnson & Johnson and Mary Kay cosmetics.* Created workforce management tool and new ACD schemas to increase service levels and maximize staff utilization.

Oversaw all aspects of a 24x7 140 seat call center fielding 1.5M+ transactions annually. Managed annual budget of $6.5M. Led direct reports including managers, and supervisors with general oversight of 300 employees in areas that include training, CRM, and human resources. * Built world-class customer service operation – grew from a team of 4 to over 300 agents in only 3 years* Helped to write business plan enabling the company to secure an initial $9M in venture capital funding.* Created a call center infrastructure from scratch that included staffing, HR tools, and a new state-of the art phone system that earned recognition as “Call Center of the Year” by Call Center magazine.* Developed and directed operation that became a major revenue generator and was a catalyst in landing new contracts from corporate clients after onsite visits.* Reaped cost savings of $600K+ and boosted service levels by 27% by tightly managing overtime, designing an internal ticket system that reduced talk time by 15%, and maximizing staff resources.* Decreased staff turnover by 57% by creating program allowing call center agents to work at home while holding them accountable for results.

This start-up provider of Internet networking services later became a subsidiary of IKANO Communications.Led a team of up to 75 with accountability for all support functions. Provided strong leadership where none had previously existed, built up a robust client base and cultivated an environment where employees became accountable for performance and results* Helped transform a small regional ISP company into a large one selling branded Internet services to corporate clients nationally, and grew the user base from 5,000 to 100,000+ in 18 months. * Developed a system to track customer interactions and hold employees on accountable for customer satisfaction results. * Acted as liaison and opened line of communications with corporate clients that grew a near non-existent market to 10,000 subscribers in less than 2 years* Met challenge of increasing call center agents from only 4 to 25 in 45 days, and to offer 24x7x365 coverage by aggressively hiring and training new hires and appointing supervisors.* Elevated customer satisfaction levels to new heights, with only 3% dissatisfaction rate by implementing a survey tool with agent incentives instilling a quality spirit in team members.