GLOBAL OPERATIONS AND CUSTOMER EXPERIENCE EXECUTIVECritical Expertise in Increasing Revenue Through Customer Satifaction, Product Development, and Operational Optimization EXECUTIVE SUMMARYProven Operations and Customer Experience Thought Leader with demonstrated expertise in scaling operations to meet demand, increasing customer satisfaction, and creating operational efficiencies that reduce OPEX and support revenue growth. Well versed in building effective and engaging relationships internally, as well as with customers, to align corporate long-term growth strategies with customer satisfaction. Skilled at coaching and mentoring teams and individuals. CRITICAL SKILLS Strong Leadership & Managerial Skills Large Program Management Organizational Governance Global Operational Strategy International Government Customers APAC, EMEA, India, Australia Customer Focused Program Initiatives Channel Partner & Reseller Management Change Management Product Development Contract Negotiation Analytical / Predictable Models Dashboarding, Metrics, KPIs Vendor Management Strong Communications Skills LEADERSHIP HIGHLIGHTS Developed and Led Global Customer Relations and Operations, supporting over 2 million customers in 63 countries, managing $12M budget and over $250M P&L. Successfully reduced operational failure rates by 30%, increased customer satisfaction by 70% and launched a new product line that generated $170M in its first two years. (DigitalGlobe Inc.) Led Mergers & Acquisitions Team for AT&T in Acquisition of TCI. Led and Managed the M&A team to integrate a $3.8B/yr. company (TCI) into AT&T from and Operations and Technology perspective. Aligned new organization with strategic company goals and ultimately increased customer satisfaction numbers by 400% and reduced combined overhead costs by 27%. (TCI/AT&T Broadband) Successfully Developed Cross Functional Improvement Program, Working with executive staff, developed, oversaw and implemented corporate customer engagement strategy and product roadmap. Increased global customer satisfaction by 45%, and productivity by over 150%. Aligned Sales and Marketing departments with corporate strategy to translate increased service levels into unique value propositions and market differentiators which increased sales by 15%. (GHX) Founded Professional Services Company and Led Engagements for Customers that included LEVEL 3, Avaya, AT&T and The Unites States Army Corps of Engineers. Focused on operational processes and metrics, customer dashboards, and product roadmaps. Grew company from $0 to over $4M/year in revenue, negotiated contracts with Gov’t and Commercial customers, and served as COO of the company. (BTT Solutions) Recognized by the International Atomic Energy Association (IAEA) and the Government of Japan for outstanding Customer Service during the global crisis brought on by the 2010 Japanese Earthquake and subsequent nuclear disaster. (DigitalGlobe) PROFESSIONAL EMPLOYMENT HISTORY_______________________________________________________________________________________________SR. DIRECTOR, GLOBAL CUSTOMER EXPERIENCE & OPERATIONS 2008-2012 DIGITALGLOBE INC.DEFENSE AND INTELLIGENCE – Led “Global Customer Champion Team” Responsible for creating world class Customer Engagement Experiences and increasing Customer Satisfaction year over year. Responsible for leading operational process improvement teams to reduce costs. Tasked with developing a customer roadmap to drive operational efficiencies, product development lifecycles, and internal quality standards, as well as drive the design of a new suite of products based on customer insight and operational knowledge of both the company and the customer. • Created strategy and implementation for global Customer Engagement and Business Operations infrastructure, processes and standards supporting over 2 Million end users, 57 channel partners, Government and Commercial customers in 63 countries.• Increased Customer Satisfaction by over 70% (Net Promoter Score) and drove unprecedented customer loyalty at a time when the competition was losing customers.• Grew accounts by over 400% in five years. • Developed individual customer dashboards for top tier customers, negotiated with internal stakeholders, and focused operational initiatives across the company on improving customer numbers while driving efficiencies and cost savings of over 34%• Developed a new line of business within the company based on customer insight and operational knowledge of both the company and the customer. Launched product brought in over $70M in its first year. • Developed internal program to mentor and coach 67 team members across multiple disciplines, creating a cross functional customer excellence team for the company focused on continuous operational improvement.GLOBAL HEALTHCARE EXCHANGE - LOUISVILLE, CO 2007–2008DIRECTOR, SALES OPERATIONS, SERVICE ASSURANCE, AND CUSTOMER CARE – Led Global Customer Engagement teams supporting customers in 16 countries and multiple languages across the Americas and Europe. Responsible for increasing customer satisfaction and driving up annual subscriptions, and services. Tasked with working with Executive Team and key stakeholders to drive the establishment of corporate success metrics, internal operational improvements and customer roadmaps to develop customer-centric products and services • Reduced transaction failure rates by 70% in the first year using customer driven process improvement initiatives uncovered through customer operational research and targeted metrics. This resulted in a customer satisfaction improvement of over 40%, and a renewal rate increase of 15% annually. • Led the team from less than 3% to over 55% first contact resolution on customer impacting incidents. • Devised a tiered customer support and engagement center based on customer touch points and journey mapping that contributed over $2M to the bottom line in its first year. • Successfully restructured/reengineered the sales operations team in 6 months to address unprecedented growth in the company.BTT SOLUTIONS INC. – BOULDER/DENVER, CO 2001–2007Professional Services company specializing in Customer Experience, Operational Effectiveness and Organizational Development to the Telecommunications, Energy and Government Sectors.FOUNDER AND MANAGING PARTNER - Founded and served as COO of the company. Responsible for managing all customer engagements, developing strategic business plans, negotiating contracts, managing client relationships and developing inside and outside sales and marketing plans. In the course of six years, the company grew from two FTEs to over 30, with $4M in annual revenue and a diversified customer base. • Grew the company from two FTEs to over 30, with $4M in annual revenue and a diversified customer base in six years. • CLIENT WORK - LEVEL 3: Reduced order cycle time from months to hours by automating order entry / processing, using process optimization and systems enhancements based on customer research data and analysis.• CLIENT WORK - ARMY CORPS OF ENGINEERS: Streamlined cross functional communications and coordination processes with other federal agencies in emergency response situations resulting in response times measured in minutes and hours rather than days and weeks using organizational enhancement and operational tuning techniques from published book.NORTEL NETWORKS – BOULDER, CO / DALLAS, TX 1999 – 2001DIRECTOR and SR. ADVISOR – Led global team of consulting professionals responsible for developing standard methodologies for delivering exceptional customer experiences through operational process optimization techniques and telecommunications best practices. Tasked with leading customer engagements consisting of launching new start up telecommunications companies by integrating Hardware, & Software Solutions and consulting services focused on customer engagement, product development and operational efficiency. • Developed industry solution set of customer performance standards, management practices and end-to-end operational processes and metrics/benchmarks for professional services engagements in less than 8 months,. • Drove over $22M in sales in the first year of the newly minted Global Professional Services organization. • Led the launch of three CLECs as clients by deploying and implementing customer processes, and back end operational support systems including Customer Relationship Management, Ordering and Provisioning systems. • 100% first time customer acceptance of hardware/software/professional services product.• Served as the subject matter expert on Process Improvement and Professional Services in Telecommunications Mergers & Acquisitions and Startups. AT&T BROADBAND (FORMERLY TCI TELECOM) – DENVER, CO 1997 – 1999DIRECTOR OF CUSTOMER CARE AND SALES OPERATIONS – Led the Customer Care/Engagement, Call Center Operations and Field Services / Engineering teams to build out the initial launch of four city test sites and eventually, wide-scale distribution on network services across the TCI geography covering 25 markets across the United States. Tasked with the Contact Center Management, Account Management, Field Services, Inside/Outside Sales, and Strategic Marketing for newly launched dial-tone services over cable plant • Scaled operations from market trial to a four-city deployment in less than two years enabling revenue stream of over $20M/year and launching the company into the residential telecom business. • Streamlined internal operations to meet a 10-fold increase in customer demand for services in less than one year.• Led the AT&T/TCI Acquisition team from an operations perspective, merging the two companies, and leveraging assets from both entities, removing 27% in operational systems overlap and cost. • Represented company in industry forums including USTA, OBF, ATIS, and CLEC working groups. EDUCATION AND PROFESSIONAL DEVELOPMENT• BS, Engineering and Physics, University of Colorado, Boulder, CO - 1991• Certificate, Project Management Professional, University of Denver – 1995• Various Executive Business, Finance and Marketing Courses, University of Colorado, Boulder, CO 2007-Present • Six Sigma Black Belt Certified, 2003 PUBLICATIONS, CERTIFICATIONS AND AWARDS• Author: “A Practical Guide to Organizational Development and Operational Effectiveness” – Greyhound Publishing – 2003• President’s Award – DigitalGlobe Inc., 2010• Letters of Commendation from the International Atomic Energy Agency (IAEA) and Japanese Government (JMOD) for outstanding customer service during the Japanese Earthquake and Fukushima Daiichi Nuclear disaster• Current TS/SCI SecuRESUME:
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