OPERATIONS PROFESSIONAL

DEVELOPING SOLUTIONS TO REDUCE COSTS AND IMPROVE THE DIGITAL CUSTOMER EXPERIENCE

Over 20 years of operational excellence, delivering revenue results through authentic customer focus, and inspired leadership. Extensive experience in customer retention, loyalty incentives, digital self-service tools, and customer care. Accomplished process improvement professional with over $20MM in savings across multiple initiatives, organizations focusing on customer self-service solutions, and supporting frontline operations. A proven history leveraging customer satisfaction metrics to drive process yield and reduce costs.

My problem-solving expertise, process design, and leadership transform silos to deliver significant operational savings. Market research product development with Quaker Oats, Information Resources, Incorporated product management is the foundation of my accomplishments.

Leadership Excellence

  • Offshore Operations
  • Continuous Improvement
  • Consumer Loyalty
  • Leadership of Direct and Indirect Teams
  • Collaboration Across Boundaries
  • Production of Proprietary SAAS Products
  • Budget Management

Vendor Management

  • Payment Solutions
  • Loyalty Platforms
  • Reward Fulfillment
  • Customer Care Solutions
  • CRM Solutions
  • RFP/RFI

Operational Strategy

  • Outsourcing
  • Make vs. Buy
  • Loyalty Program Design
  • Lifecycle Programs
  • Product Development
  • Digital Self-Care Solutions
  • Custom Consumer Insight Products

Experience

  • Developed customer portal engagement strategies for over 5M+ wireless customers achieving an average penetration of 67%
  • Managed platform migration of website payment solution
  • Lead cross functional resources to develop support content improving task completion by 20%
  • Launched new redemption options achieving 80% and achieved a conversion improvement of 30%
  • Led 12-person team in designing customized loyalty solutions for CPG Fortune 500 companies
  • Exceeded acquisition targets by 17% and retention rates increased by 35%
  • Generated $1M in revenue within 6 months delivering a 40% margin
  • Led production of data insights product used for analyzing marketplace opportunities
  • Achieved a 40% increase in productivity by reorganizing field force management

Industries

  • Wireless
  • Market Research
  • Non-Profit
  • Consumer Packaged Goods
  • Retail
  • Software as a service (SAAS)

Experience

  • Make vs. Buy
  • Customer Rewards
  • Inclusive Leadership
  • Customer Retention
  • Procurement
  • Contract Negotiation
  • Six Sigma

Awards

  • Continuous Improvement Excellence
  • Kraft Social Media Winner
  • Lead the Way Nominee
  • Outstanding Contribution

About Me

Seasoned professional generating solutions to increase yield by transforming existing processes and identifying new digital self-care experiences. Linking actions to results are how I achieve successful outcomes.

Employers

U.S. Cellular

Bronzville Children’s Museum

IRI

Quaker Oats

Sears

Swift Premium

Contact Me

Let’s talk about what we can do together.

Go back

Your message has been sent