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Work experience

Jun 2006Aug 2008

Chief Customer Officer

Report to CEO as the internal customer advocate to channel customer feedback to the executive team.Manage key customer relationships focused on building long-term opportunities.

Jan 2005Jun 2006

Vice President Strategic Alliances

Appointed by CEO to identify and execute on market growth opportunities with strategic partners.Responsible for driving cross-functional operations with product management, marketing, sales and engineering teams.  Developed go-to-market strategy including positioning, sales collateral and solutions developed with partners including Cognos and Informatica.  Developed strategic positioning and integration of Composite's offerings with partner's products.

Aug 1999Aug 2004

Chief Customer Officer

Appointed by CEO to create programs to manage the overall customer experience and develop the customer loyalty culture throughout the global team.  Managed overall ownership for all facets of delivery, support and relationship of large-scale customer engagements. Managed programs with product, sales, marketing, services and call center teams improving overall customer loyalty achieving "best in class" results within 12 months.  Key sponsor of Siebel Service Request Systems operating throughout global support centers, product development and sales teams.  Worked with product teams identifying key issues and enhancements to influence product roadmaps.

Jan 1999Aug 1999

Manager, MCD

Managed the daily activities of the Global Consulting Solutions Center – Practice Assistance Group, providing global engagement support for all end-to-end solutions and selective services.  Developed department of solution advisors providing assistance with benchmarking/best practices and methodology research.  Monitored daily activities to ensure department met productivity, quality and service level goals according to performance metrics. Solution Relationship Manager for Supply Chain, Oracle and PeopleSoft Practices.

Aug 1993Jan 1999

Director Customer Services

Managed the activities for call center and consultants providing full range of technical support for all Roadshow products.  Managed migration of all DOS users to Windows application. Developed customer support call center for North and Latin America providing local language support for customer base.  Managed corporate-wide implementations for major customers including Coca-Cola, PepsiCo and SYSCO Foodservices.

Corporate Affiliations

Community Affiliations

Center for Multi-Cultural Human Services - Vice President Board of Directors

Five Talents - Volunteer

webMethods Foundation - Board of Directors

Summary

Corporate Executive with extensive background in leading global teams.Excellent multi-cultural communication skills and project management capabilities. Outstanding performance in customer relationship management, call center operations and integration of technology systems for process improvement and customer deliverables.Managed account relationships in the Global 2000 market including Apple. Bank of America, IBM, Johnson & Johnson, Motorola, Sony On-Line Entertainment, Starbucks and Walt Disney.Effectively work across all layers of management in the organizational structure.  Key accomplishments include:

  • Partner Executive for multi-national technology corporation managing global development project with 100% deliverables completed on time.
  • Developed and managed integration project of strategic internal systems including Salesforce.com, financial and employee expense reporting tools
  • Created customer service organizations providing 24x7 local language support to customers world-wide
  • Managed professional services and training teams providing engagement support to global customer base
  • Implemented and managed customer loyalty measurement tools including Satmetrix Systems
  • Co-chaired global and regional user group conferences

Publications and Speaking Engagements

"What More Are you Looking For?"

Information Week, November, 2002

"Companies Turn to CCOs: Customer Care Officers" Investors Business Daily" April 2003

"Integrating the Single View of the Customer" Satmetrix Thought Leadership Forum, October 2002