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Work experience

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

May 2001Present

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 2000Apr 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 1990May 1999

Director, Business Services – Namestake.com

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 Namestake.com; 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

Education

Completed Executive Education Program

The Thomson Corp. / Columbia University

  • Emphasis on change management, team building and customer focus

Published Articles

My Online Networks

Professional Affiliates

  • Society of Consumer Affairs Professionals- VP of Communications, New England chapter
  • Sales & Marketing Executives International - Boston chapter
  • Customer Advisory Board of Constant Contact, Inc. - Waltham, MA  / 2005-2007
  • Planning Committee of Fast Company magazine's Company of Friends network  - Boston chapter / 2000-2004

Summary

Customer Service Management & Leadership

Customer-Focused Service Strategy ◊ Precise Service Delivery ◊ Training Department Management ◊ Customer Advocacy ◊ Relationship Building

Customer Service "evangelist" with expertise in customer-focused service strategy development and implementation.  Particularly skilled in leading high performance customer-focused teams and projects.  Reputation for coaching, training and developing staff.  Known for ability to influence through effective written and verbal communication.