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Work Background
HPNorth America Channel Managed Solutions Lead
Dec. 2023Ormond Beach, Florida, United StatesBringing new Channel Managed Solution offers to market in Print, Device and Collaboration. Pitched to 75+ partners, garnered feedback, pivoting offer based on needs. Growing partner funnel from zero to 49+ and building deal funnel from zero to ~2M. Additional offer improvements expect to increase funnel x20. Created cross-functional MS channel management governance for ~25 NA key stakeholders building consensus, driving to the right offer, story and processes.
HPHead of US PS Commercial Channel Services Sales
Mar. 2019 - Nov. 2023Ormond Beach, Florida, United StatesLead US PS Commercial Channel Sales Team focused on Services Sales Specialty XaaS. 1HFY23 Overachieved quota at 116%. 2H FY22 Overachieved quota at 132% up 23% YoY. 1HFY22 sales flat YoY in constrained time where others declined. 2HFY21, attach up 16% YoY, 1H FY21 Overachieved quota at 109% with 14% YoY growth. 1H20 growth at 37% YoY (T2, NSP). 2H FY19 overachieved quota at 109%. In addition worked cross functionally with teams to develop reporting tools, plan and execute on large market development funds with partners ($M), influenced/ advocate for many decisions including bundle payments (over 18M in 2H alone), generalist sales compensation to include services component and various bonus programs driving business. Improved L3 organizational engagement by 5 points, and raised my team engagement above the company average by 2 points, Communicating and engaging creatively with team via contests, weekly report outs, regular 1.1s, and creating a performance culture with communication, the 100% club, etc.
HPSr. Manager, Personal Systems Packaged Services for Commercial and Consumer
May. 2015 - Feb. 2019Houston, Texas, United StatesManaged $450M in P&L’s with 13% and 8% YoY growth in orders with 13% YoY unit growth & a 40% attach rate up 5 points YoY, 19% YoY margin growth. setting a new attach record. Exceeding annual sales quota at a 102% exit. In the Top quartile for VIA ‘Engagement’. ‘Meaningful Work’ scored 21 points higher than the VIA benchmark.
PrimeroEdgeDirector, Customer Care & Experience
Jan. 2012 - Dec. 2015Houston, Texas AreaTeam development of peers & 1st & 2nd level software support, training & implementation teams. Brought fresh talent & operational rigor to young organization w/reporting, KPI’s, sNPS surveys, tools & technology. Upskilled employees to enable immediate resolution to 85% of issues. Reduced days to resolve issue cases by 30%.
IntuitDirector, Payment Services Customer Care
Jan. 2010 - Dec. 2011Woodland Hills, CA (Los Angeles Area)Managed 250+ employee contact center in Las Vegas NV, Woodland Hills CA, Tucson AZ. Re-engineered internal service partnerships and processes, Reduced headcount, overtime and hired 30 aligned resources. Implemented tools and operational rigor to help support sales efforts. Resulted in 700K annual savings with tNPS up 23 points in five months.
HPDirector, Customer Loyalty Center and Lead Executive
Apr. 2009 - Sep. 2010Conway, ArkansasManaged $28M budget with 550+ employee organization, exceeding KPI’s. Successful delivery of benchmarked customer culture in a service call center. Hired & onboarded 546 contact center employees in 6 months performing 50% better in KPI's and 100% higher sales. Empowered team to create the “I AM HP!” customer experience program. Lead site executive for 1200 employees working with government officials and other businesses as an HP liaison.
HPDirector, Global Customer Strategy/Experience Design
Dec. 2007 - Apr. 2009Houston, Texas AreaInternal consultant developing and driving strategy for customer journey and experience including culture initiatives in cross functional teams. Tied end to end metrics and revenue to justify investment and align with business objectives. Inspirational leadership of operations in multiple locations of sales teams, contact/service centers, project teams, etc. ultimately leading teams to meet or exceed goals.
HPSr. Manager of Americas Customer Strategy/Experience Design (TCE)
May. 2004 - Nov. 2007Houston, Texas; Indianapolis, IndianaInternal consultant. Achieved TSIA JD Power support certification in 2007. Created governance/PMO across the life cycle. Developed Customer Experience workshops to gain internal customer mind share, resulted in 10 pt CSAT increase. Risk Free Warranty idea/ implementation sited in Technology Business Review. Saved 700K in productivity by implementing web CTO solution.
HPPartner Prime and Partner Direct Business Operations Manager
Mar. 2003 - Apr. 2004Greater Omaha AreaKey role in meeting $2.2B in FY03 via new partner promotions and process improvement initiatives. Provided easier direct purchasing channels and utilized metrics to prove issue resolution eliminating time consuming investigations. Reduced costs with returns, customer satisfaction by initiating customer response monitoring and leading Partner Operations Council.
HPInside Sales Senior Manager, Partner Direct, Partner Prime
Jan. 2000 - Mar. 2003Greater Omaha AreaPosition start with Compaq before HP acquisition. Managed teams in Omaha and Salt Lake City, Grew $84M pipeline to $1,5B in less than three years via incentives, influencing terms and conditions, and sales team consolidation. Provided sales tools, websites, marketing materials and worked closely with inventory teams to ensure product availability. Gold Quest award winner.
HPTechnology Marketing Manager
Aug. 1999 - Jan. 2000Greater Omaha AreaPosition with Inacom, prior to Compaq/HP Acquisitions. Managed relationships with strategic vendors including HP, IBM and Compaq. Oversaw activities and implementation of sales programs for sales force of 600. Managed $10M budget. In short window achieved sales goal rebates that had not been achieved in years for HP. Due to acquisitions, moved to new role.
HPSales Program Development Manager
Dec. 1998 - Jul. 1999Indianapolis, Indiana AreaStarted with Vanstar, then Inacom, Compaq and HP acquisitions occurred. Provided marketing and training for SMB inside sales team including strategic and market planning, budget administration, training and OEM relationship building. Acquired funds for program implementation and project management activities.
From This Day Forward BridalFounder/Principle
Jan. 1995 - Nov. 1998Richmond, Indiana AreaFounder and all start up activities, daily operations from strategy to marketing to financials
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