AmtrakVice President, Sales Distribution and Customer Service
Mar. 2013 - Feb. 2017Washington DCBased on my success in leading the introduction of industry-first technology using a collaborative, data-driven approach, I was promoted to the position of VP, Sales Distribution and Customer Service. In this senior role, I develop the strategic vision for Amtrak’s distribution and customer experience groups and the integration of Amtrak's loyalty program. I manage and lead a broad range of initiatives to drive incremental revenue and reduce costs through business process transformation and innovative technology with a focus on Digital (consumer and employees), eCommerce, Customer Relations and B2C / B2B distribution. I manage the day-to-day operations of a 1,200+ employee organization including both management and union employees and oversee a $100M operating budget. Major Accomplishments include:
• Developed vision and design for Omni-channel distribution platform with leading edge distribution capabilities that are flexible, scalable and responsive to changing customer behaviors, providing Amtrak’s customers with a seamless, personalized experience across all Amtrak’s touch points.
• Optimized self-service channels to shift customers away from higher-cost agent channels, resulting in a $9M cost reduction, while improving customer satisfaction, increasing close rate and improving customer-relations.
• Directed Amtrak.com redesign which introduced new fare and ancillary products, increasing revenue by 3%.
• Increased customer use of mobile platforms, quickly growing mobile sales to 10% of all transactions.
• Identified new distribution partners and renegotiated distribution agreements, reducing third-party distribution costs 20% while increasing revenue 16%.
• Led Sales Distribution and Customer Service team to work collaboratively across the Amtrak organization. Ranked 2nd out of 91 departments in a stakeholder satisfaction survey.
• Formed successful partnership with external advocacy groups to expand bicycle service on Amtrak routes.