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Work Background
Columbia University School of Professional StudiesLecturer
Dec. 2024New York City Metropolitan AreaLecturer for Business Analytics course in the M.S. in Information Knowledge & Strategy program.
K2 Data Strategy AdvisorsPrincipal
Dec. 2024Leveraging 30 years of data, analytics and AI leadership to help organizations create sustainable competitive advantage.
Amazon Web Services (AWS)Global Head HCLS Data & AI
Jul. 2020 - Nov. 2024Everywhere I’m needed
Wells FargoSVP, Customer Complaint Analytics & Insights
Mar. 2019 - Jul. 2020Columbus, Ohio AreaDevelop new, enterprise-level organization to continually develop robust and consistent advanced complaint root cause analytic capabilities to identify root causes, recommend remediation solutions and partner with Consumer LOBs to implement analytic solutions to reduce complaints. Develop standards and monitoring routines to ensure Complaints Root Cause Analysis work is regularly completed by front-line businesses, ensuring adherence to policy and regulatory standards. Work closely with Risk, Control, Compliance and other groups to develop and implement program
International Institute for AnalyticsExpert, Research & Advisory Network
Jun. 2018 - Oct. 2024Columbus, Ohio AreaProvide executive leadership, develop client strategy and oversee research roadmap for the Analytics Leadership Consortium (ALC) product line. ALC brings together analytics leaders from across industries to form a tight knit group that shares and learns from one another. It enables analytics executives to safely share what they are struggling with, where they are finding success, and to learn from colleagues. The agenda and focal areas for each ALC are customized to that specific group’s needs. Research content is also generated as part of the program, and guest speakers and experts are brought in as appropriate to provide insight on a given topic. The program is a high quality, high touch environment where executives have unique access to both IIA’s expertise and the other member companies.
TeradataPractice Director-Customer Experience Analytics
Feb. 2017 - Jun. 2018AmericasInitial leader of Customer Journey consulting practice. Lead team of business consultants who improve customer relationships and business performance through the use of data, analytics and coordinated omni-channel interactions.
TeradataBusiness Consultant-Customer Journey
Jul. 2016 - Feb. 2017Anywhere I'm NeededWorking with organizations across the country to help them bring together data, analytics and Marketing automation to grow their customer relationships.
Nationwide InsuranceAssociate Vice President, Customer Insights & Analytics
Nov. 2008 - Jul. 2016Leader of several initiatives all designed to use data and analytics to improve business outcomes. Developed strategy, secured funding and implemented omni-channel Marketing program to enable realization of differentiated customer care and treatment strategy as part of enterprise transformational program. Led effort to identify required technology which required integration of third-party and custom built software. Strong change management program with leadership and incentive alignment ensured solution adoption. Generated improvements in retention of more than 3 points across contacted customers. Initiated Customer and Enterprise Data Governance capabilities. Implemented portfolio management and Lean operating practices to effectively manage demand and capacity within centralized 150-member Customer Insights & Analytics group. Developed Knowledge Management processes and tools to provide broad access to reports and studies. Led team of three directors, and 35 analysts, information managers and change management professionals.
Nationwide InsuranceDirector, Customer Data Management
Jan. 2006 - Nov. 2008Columbus, Ohio AreaDeveloped closed-loop direct marketing infrastructure including campaign automation, contact history, customer scorecard and customer householding. Expanded data to deliver more complete cross-sell, up-sell, event driven, and lifestage marketing as well as householding processes, reporting and customer scorecarding.
Office DepotSenior Manager, Customer Data Warehouse
Aug. 1999 - Jan. 2006Functional and technical ownership of customer subject area in Enterprise Data Warehouse. Led team of 8 architects and ETL/data engineers to ensure data delivered differentiated business capabilities. Responsible for data modeling, ETL and Marketing and campaign management applications. Successfully delivered program that reduced customer data latency in data warehouse from 10 days to 2 days including matching business identities through D&B identity manager to improve quality. Developed processes and infrastructure to deliver custom-priced offers to call center and internet touchpoints increasing catalog response rates by three times over non-personalized offers.
Food for the PoorMarketing Database Manager
Nov. 1996 - Aug. 1999Manage data on 1,000,000+ donors to drive active, multi-channel Marketing activities. Ensure processing systems link donations with Marketing activities and consult on campaign targeting criteria and model development. Manage process to load call leads for outbound calling in support of direct mail campaigns, address cleansing and internal lettershop activities.
Shands Jacksonville MedicalPublic Relations Manager
Jan. 1988 - Jan. 1993Promote programs at University of Florida affiliated teaching hospital through Marketing, Public Relations and Special Events. Manage media relations for medical center including story pitches with local media and crisis communications.
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