A consultancy that helps clients achieve their business goals through effective use of digital technology. We offer services such as digital strategy development and implementation, digital transformation planning and execution, online marketing, and project management.

While at SiriusXM, I redesigned/redeployed and led ongoing solution development for dynamic new Ecommerce and account management platforms, which have created a powerful digital customer experience and are dramatically improving online sales conversions and call center deflection for SiriusXM. In my senior-level leadership role with the company, I provided leadership and direction on end-to-end customer experience and execution of digital strategies and tactics for products within a matrixed work environment in collaboration with high-performing and talented cross-functional teams.Led the product teams that created a best-in-class UX design for the SiriusXM.com website and generated 40% of company’s subscription revenue online by optimizing the client experience for online consideration, research, purchase, and onboarding actions. Generated $3M in annual digital deflection savings, along with driving 75% increase in organic digital sales, producing 35% automotive sales conversion, and decreasing customer effort score 8%.Led the team to develop multiple digital solutions to effectively support/meet legal and customer obligations as call centers worldwide were being closed in response to the pandemic. As such, we created items such as a “Cancel Online” and several other key functions to minimize the need of stakeholders accessing/utilizing call centers. Completely revamped the mobile Ecommerce user experience, boosting sales conversions by over 30%, to date. This included directly crafting the end-to-end roadmap for moving prospective customers to become paid subscribers. Partner with cross-functional teams and other product managers to identify business problems/requirements and guide product development.Define stories, prioritize product backlog, and ensure developers, designers, etc. fully understand product development goals and business requirements.

Over my time with ACN, I orchestrated the Flash Wireless Frontend Web Self-Care transition to a high-performance, SAP Hybris Ecommerce platform, for the Mobile Virtual Network Operator (MVNO) offering T-Mobile, Verizon, and Sprint products/services across the United States and Puerto Rico. As such, I…Fully owned the Online Self Service program’s strategic vision, while reporting to and securing approval from the Executive team for the program roadmap.Identified and prioritized projects that made the greatest impact on key performance indicators (KPI) across all areas of customer experience.Achieved significant improvements in metrics related to logins, self-service transactions, conversions, sales, etc.Communicated business requirements and created synergy with analysts, UX designers, etc., to maximize product development and delivery.

I led cross-functional teams to integrate Oracle’s ATG Ecommerce platform with Sprint’s existing retail systems to establish a dynamic new “Buy Online/Instore Pickup” function and create the digital platform for Sprint’s Next Generation Store. The new “Buy Online/Instore Pickup” brought in 50K+ orders per month, with a Sprint.com Store Locator tool driving 1M+ online visits to stores and setting up 60K+ online appointments per month.In addition, I leveraged Jive and BazaarVoice as integral components within Oracle’s ATG Ecommerce platform, to provide customer community and satisfaction ratings/reviews. We also utilized TeamSite, Sprint’s enterprise content management system (CMS) to deliver an array of powerful new digital marketing assets for the Next Generation Store platform.

I project managed the successful rollout of a 3rd party payroll system for the United States government’s Department of Health and Human Services’ (HHS) HRSA Scholars Program.

With Nextel, I spearheaded the development/delivery of a high-functioning reporting database, highlighting daily, weekly, and monthly sales metrics, for both digital and telesales channels, which offered accurate models to forecast gross & net activation/deactivation rates, as well as other key sales analytics. Other key contributions included…Recommending/executing a series of changes that decreased customer deactivations, slashing churn by 50% in two years.Collaborating with IBM Global Services to introduce a CISCO ICM call routing solution, that substantially cut customer wait times and increased telesales operational efficiency, to more effectively route 8M+ telesales calls to 10 international vendors