Focusing on enhancing procurement processes and strategies to drive efficiency and value for the organization.

Responsible for all aspects of stakeholder experience and service delivery for North America Operations. This includes strategic engagements between the client organization and operations to deliver best-in-class services to Ipsos’ clients.Responsible for P&L management and Pricing strategies that fostered a competitive market price. I led a globally diverse organization with hubs in Romania, Bulgaria, India, Canada and the US reaching staff of seven hundred multidiscipline professionals and delivering one million hours of labor that included BPO management and leadership.Owned the budget and performance of Digital marketing activities for sample audience. This included improving SEO for domain, improved Email Marketing campaigns, using Pay-Per-Click Advertising and Influencer Networks to grow internal audience assets. Conversion Rate Optimization was critical to web/mobile app User Experience (UX) ensuring an optimal ROI on Digital Marketing spend.Drove operational excellence through optimization of workflow by applying agile and waterfall program management. Leveraged automation and Gen AI to reduce cycle time and defects, while improving the quality of user experience (UX) and delivery of projects. Led finance strategic programs focused on diversification of revenue, cost control, payroll management and profit achievement. Initiated Human Resource programs focused on Talent and Employee Engagement. This included staff leveling projects, salary range development, career mobility initiatives and a thoughtful delivery of DEI programs.

Responsible for all aspects of stakeholder experience and service delivery for IIS North America, the online specialists division of Ipsos. This includes strategic engagements between the client organization and online operations to deliver best-in-class services to Ipsos’ clients.

Global functional leader ensuring the fulfillment of 13,000 projects annually. Led efforts to deliver global consistency and continuity of service within function. Developed global strategies focused on organization structure, data quality programs, agile workflows and career mobility. A keen focus on process optimization and customer satisfaction. Developed and led global communities for key Ipsos clients and products. Drove global sample/audience management strategies for both Ipsos and supplier assets.

Designed a voice of the customer program creating a culture of continuous customer feedback and actionable programs to address gaps and capitalize on opportunities. Implemented a financial strategy to address profit optimization, meeting gross margin targets. Drove the creation of a project management program for PMP certification. The Internal training was certified by Project Management Institute (PMI). Transformed the PM teams discipline cascaded by the mangers throughout the division, transforming the day-to-day lexicon, risk management, mitigation, project planning, troubleshooting and remediation, setting the condition for improved project delivery and satisfaction.

While at Synovate, led an end-to-end process audit and subsequent redesign to drive organizational efficiency. Processes mapping, root cause exercises, critical path assessments resulted in a holistic change in operational procedures. Continued successful process redesign efforts through the transition to Ipsos, post acquisition, creating synergies between operations teams. Developed KPI's in performance, which were adopted globally and continue to be part of IIS’ management portfolio. Led Ipsos’ operational efforts to scale teams focused on new clients in the technology and platform sectors.

Business Development: Hunting and Farming. Successfully cultivated new accounts from inception, achieving $500k within nine months, and recaptured a $1-million account. Orchestrated comprehensive process reviews for operations teams, refining organizational roles, workflows, and client interactions. Generated recommendations that enhanced client satisfaction and operational efficiency.

Holding a strategic role in the project management team, I developed division-wide systems, procedures and best practices that ensured cross department synergies and efficiencies. Led a multi-methodology team that delivered a full suite of data collection services in domestic and global programs. Drove account audits, focusing on increasing efficiency by reducing operational costs, resulting in increased profit margins. Started and scaled new services such as translations coordination that delivered a core competency in the translations space, scaling it across the organization.

Led a 150 station call center focused on Market Research data collection. Transformed the call center culture and performance by applying new ideas and ways of working, focused on organizational administration, interviewer quality control, specialized training methods and leadership development. The call center's elevated service delivery was realized by clients becoming the center of preference for business-to-business research while managing some of the largest FMCPG portfolios.

Transformed the call center behavior, changing the legacy Parent-Child model of operating to an Adult-to-Adult relationship that allowed the opportunity for the team to realize their unlimited potential. This change in behavior altered the teams performance ensuring key client retention for major financial institutions and transportation giants. Led the office reconstruction project working with architects to design a new call center that facilitated a environment with clear lines of sight, leveraging the amazing Chicago landscape through an open window concept.

This was a fun job - working on every facet of this privately owned company. 50 station call center focused on business-to-business and consumer research. FMCPG, IT decision makers, political polling and so much more. Worked with suppliers for both industry and business needs. This is where I learned the core tenants of market research specifically in survey logic, sample frames, probability based sampling, running marginals, coding and data management... Worked with local and long distance telephone providers (remember Ma Bell) to ensure our T1 lines (1.5Mbps) were working so our automated dialing (auto-dial) - the fax sounding pulsing, beeping noises that today is comparable to wondering how dinosaurs roamed the world. So much foundation here - humbling when I think back.