Work experience

Work experience

Prior work experience includes customer-facing roles in the academic, legal, and retail areas.

May 2001 - Present

Knowledgence Associates

Senior Consultant, Customer Care Practice                           

Associate Consultant                                         

Provide ongoing project-based expertise in the areas of customer service focus to clients of a successful marketing, sales & business consulting firm.

  • Publish, blog, and speak on Customer Care issues (AMA Executive Matters, IndUS Business Journal, CEO Refresher, Banking New York, etc.)
  • Write and edit content for client newsletters; manage mailings and subscriber lists
  • Provided usability testing and Quality Assurance analysis for web-based research portal creator
  • Set up and managed online help desk for global domain name registrar; created content for client’s web site, advised client on usability issues
  • Created, developed, and delivered training programs for multinational businesses
  • Provided customer service consultation to international domain name registration firm, directly advised customers on name registration and acquisition matters
May 2000 - Apr 2001

Northern Light Technology

Director, Customer Support

Staffed, hired, managed, and developed team of customer support professionals in fast-paced environment for award winning Internet research and premium content web portal.

  • Oversaw account set-up, maintenance and support for over 250 enterprise clients, including user access, content issues, and complex search queries
  • Served as customer advocate during internal business and strategy discussions
Oct 1990 - May 1999

Director, Business Services –

Director, Data Content

Director, Research Support & Development

Director, US Trademark Research Operations

Manager, Compu-Mark® Research Operations

Held leadership positions of increasing responsibility in four major divisions of the world’s largest intellectual property research firm, with annual revenues over $100m.  Part of what is now Thomson Reuters.

  • Created and managed customer service department for start-up division; established global domain name registration service line including product development, pricing, training, hiring, and execution of services
  • Led service operations which included 100+ researchers / service reps
  • Grew US Trademark Research revenue from $19m to $25m in 2+ years; managed department budgets of over $8m
  • Led project team that reorganized the department and restructured job duties, career-path, and compensation
  • Played leadership role in company-wide initiative that transformed a production-oriented business into a customer-focused business, expanding both the vision of the company and the capabilities of its employees
  • Led project team that redesigned and enhanced the standard format, as well as created customization capabilities for company’s flagship research reports; helped introduce new format to top clients



Completed Executive Education Program

The Thomson Corp. / Columbia University

  • Emphasis on change management, team building and customer focus