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Network Power<100 people
Roles
🧨75%
Consulting
✔️50%
IT
🧑💼50%
C-level Executive
Geos
🇺🇸50%
United States
Work Background
ZendeskSr. Director, CX Strategist & Thought Leader
Feb. 2022Charleston, South Carolina, United StatesProvide CX consulting to strategic Enterprise accounts and prospects. Advise Zendesk key accounts on formation and execution of CX strategy, and help them align operational processes and technical capabilities to support the strategy at all touch points. Manage a team of CX strategists that engage Zendesk customers in identifying areas of opportunity focusing on People, process, and technology. Designed and rolled out a CX maturity model enabling the CSM's to have a strategic conversations and build a much stronger strategic partnership.
ZendeskSenior Director, Customer Advocacy Systems
May. 2021 - Feb. 2022San Francisco Bay AreaPart of the IT leadership team and at the forefront of leading and scaling Zendesk Customer Advocacy Systems team that support all internal customer facing teams. Managing the development & execution of the strategic technology stack to support all internal customer facing CX operational platforms. Managing the team to align to Zendesk's growth and scaling objectives to support our corporate customer experience vision through enabling the technology to meet the customer Journey.
ZendeskDirector, Customer Experience Strategy
Jan. 2019 - May. 2021San Francisco Bay AreaZendesk provides a customer service platform that brings businesses and customers closer together in 150 countries and operations in the United States, Europe, Asia, Australia, and South America. During my time within Zendesk, I render exceptional consultancy support as a consummate professional to senior management in ensuring the seamless running of operations by designing and implementing targeted customer maturity assessment models focused on the Customer lifecycle, customer and/or agent experience and agent lifecycle. Furthermore, I direct and align all the aspects of quality service operations for core customers with metrics, analytics, service trending, monitoring, and mediation capabilities. Besides, I provide impeccable advice and recommendation in improving business performance, operations, profitability, management, and strategy. I create and deliver solutions in the sales cycle as well as oversee and grow the value. ⇨ Delivered active functional support and guidance to clients in enhancing customer experience and delivering a value-based customer experience through onsite assessment and roadmap to execute on the plans. ⇨ Provided pivotal leadership, strategic, and best practice direction to top 100 accounts globally, including coming retail brands and Fortune 100. ⇨ Increased both pre- and post-sales internal global teams’ capabilities by training, leadership, and mentoring. ⇨ Regarded as a core member in successful renewing of over 15M customer revenue. ⇨ Advised, supported, and encouraged Zendesk’s internal Advocacy team on people, process, and technology roadmaps to strengthen the overall service delivery process and employee career pathing.
ZendeskCX Strategist
Jul. 2015 - Jan. 2019San Francisco Bay Area
CONCORIAVice President of Service Delivery (COO)
Jul. 2014 - Jun. 2015Walnut creek,Managed the customer experience and management of the commerce platform enablement, Agent processes and technology enablement and warehousing and shipping of products to the end user and returns. • One of the Founder of the Executive team; management responsibility of the day to day operations • Built a customer driven culture through customer driven metrics, planning and product launches
• Engage the organization in managing customer relationships, revenue, and profit.
• Drive the organization to work together for optimum customer experience delivery
• Voice of the Customer competency development. Rolled out Real-time issue trending and tracking Rolled out correlating all the surveys with a company-wide approach. Optimizing for “listening” Customer opportunities, voice, web, social media, etc
• Created a common language set and definitions for the customer experience enterprise wide
• Worked with leaders to identify baseline metrics for tracking interaction with customers.
Shaklee CorperationVice President Customer Service
Feb. 2005 - Jun. 2014•Member of the senior management team that resolves daily operations and strategic issues
•Completed negotiations for existing renewal on third party outsourcer and added second vendor to support Sales and Order Entry to provide redundancy and reduce costs
•Created a QA and department to continue to improve the overall satisfaction of our customer experience
•Negotiated and rolled out InContact a virtual call center application to all three call centers and 150 seats
•Improved the overall service level by 30% over the last 12 month period
•Consolidated all Customer service functions for North America to a virtual call center through the integration of RightNow and InContact
•Developed and implemented a 5 year Customer experience strategy
•Re-structured the organization to meet Shaklee’s customers needs and reduce costs
•Created a VIP line to manage the day to day operations for high value customers and distributors
•Negotiated and rolled out RightNow’s hosted CRM solution based on company requirements and strategy •Responsible for the management of the day to day operations of RightNow operations and new releases
•Developed and implemented a CSAT program that covers both transactional and non transactional interactions with Sales and Customer Service
•Achieved Customer Satisfaction Ratings of 85% overall – an increase of 20%
•Increased up-selling in the Sales group by 30% and increased average revenue per order by 15% over the last 9 months
•Increased employee satisfaction rate from 55 to 75 over in 12 month period
•Created clearly defined job titles and function within the Field Support Department
Yahoo!Director Customer Care
Nov. 2002 - Mar. 2005•Worked with VP of Customer Care to develop, communicate the overall 5-year corporate strategy
•Was responsible for the overall strategy and implementation of partner network •Develop the Partner development Kit in order to standardize the Telco partner model
•Managed the overall outsourcing strategy, recouping Yahoo approximately $500K and reducing internal staffing from 250 to 89 providing recurring savings
•Developed and managed the role out of the “Request for Service” process for all Business units within Yahoo to request support from customer care
•Responsible for the outsourcing of the IVR from in-house to a third party vendor saving Yahoo approximately $1M in infrastructure cost •Established a formal performance measurement tracking and report system; including coaching and developing 5 Managers and Supervisors and 87 tier 3 employees
•Directed functional support of Tier II covering billing, customer service and Tier III technical support
SBC DatacomService Deliver Manager
Feb. 2002 - Nov. 2002Pleasanton, CA
InServ e-Customer SolutionsDirector Service Operations
Jan. 2001 - Jan. 2002Managed overall call center revenue generation and P&L responsibility
Developed and managed the role out of InServ's strategic partnership program
Managed multiple outsourcing centers in Beaverton and Emeryville with 250 front line employees Managed the IT operations support organization and Help desk
Developed and implemented the corporate disaster recovery plan
Established performance measurement tracking system; improved employee satisfaction by 5%
Greenlight.comSenior Director Operations
Jan. 2000 - Jan. 2001Managed a staff of 35 employees with 5 direct reports
Developed and executed the overall strategy and implementation of the Contact Center
Managed the support functions for the contact center in the areas of Quality Assurance, Training, Workforce Management and Communication Managed the contact center technology infrastructure team, including: planning, development, implementation and production support
Managed the day-to-day operations of the corporate LAN/WAN infrastructure, desktop support, voice and data services
Built and managed the Help desk function, including application selection
Primeco PCSDirector Customer Service
Jan. 1995 - Dec. 1998
AirTouch CommunicationsDirector Customer Service
Jan. 1992 - Jan. 1999
AirTouchDirector
Jan. 1989 - Dec. 2000
Pacific Telesis Mobile ServicesCustomer Service Manager
Jan. 1989 - Jan. 1992
AirTouchDirector
Jan. 1986 - Dec. 2000
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