Led teams ranging from 7 to 27 employees with continual increase in scope, including process development and improvement, change management, new hire and new technology training, and operations automation focused DevOps. Culminated with program responsibility for ServiceNow deployment, interactive voice response (IVR) solution, and customer and employee-facing chat solution. Program budgets $5M annually.• Improved employee productivity 26% through leading ServiceNow Management deployment, consolidating multiple, disconnected systems, and aligning key customer site services, knowledge articles, and contact information to streamline troubleshooting and support processes.• Managed IVR (Interactive Voice Response), including platform roadmap and product requirements, reducing contact rate 40% through creation of customer self-service options and service outage updates.• Improved employee productivity 30% and decreased disconnected chat sessions 60% by deploying internal chat communication solution using SMS to chat delivery.• Coordinated migration to automated call quality scoring from manual, human scoring solution, for operations to score 100% of inbound calls (up from 1%), enabling employee performance feedback and creating better customer experiences.• Saved over $400K annually in employee costs by developing case management assignment solution designed to reduce manual, human intervention, improving mean time to repair and respond metrics through greater focus by engineers.• Played key role as member of product prioritization leadership team, allocating funding and overseeing execution of each solution to support new product deployment, launching 40+ solutions in 2 years, securing customer contracts producing new revenue of $200K monthly recurring revenue (MRR).

Oversaw strategic programs designed to enhance customer engagement with digital platforms (websites, mobile applications). Led key programs to enhance digital interactions in response to customer feedback and to reduce telephone contact rate into Centers of Excellence (COEs). Key regional contact for company-wide digital initiatives.• Headed deployment of customer support Center of Excellence (COE) expansion, reducing call transfers 2%, returning 500 positions onshore, improving first call resolution, and enhancing first 90-day customer experience.• Managed customer email confirmation project to automate support of customer move of services, reducing customer contact 2%.• Supported launch of Comcast My Account Web-based feature, allowing customers to schedule automatic payments 60 days in advance, impacting millions of customer payment transactions.

Managed retail distribution channel for regional industrial distribution company, including supply chain, marketing, business development, and IT. Supervised 8-person sales team accountable for 20% of regional office revenue.• Increased program distribution sales 40% in 4 years through deployment of new products, sales team education on existing products, and development of new business partnerships.• Designed strategic growth plan delivered to executive leadership and central advisory board of parent company, Würth Industry North America (WINA), expanding retail category 20% and creating sell-through opportunities with partner WINA companies.• Led pricing and supplier negotiations, supplier and product selection, oversaw procurement of category inventory for product, packaging, and category branding, generating 40% gross margin for category.• Developed category digital presence through website and marketing collateral, securing new customer and locations outside company’s traditional operating region.