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Work experience

Dec 2003Present


Performance Transformations, Inc.

Founder of an international consulting practice specializing in transforming business performance in service industries. Practice includes consulting, keynote speaking, and publishing.

  • Clients are Fortune 500 companies in the service sector, including American Express International Credit Card Division (Asia, Latin America and Europe), American Express US Centurion (Black Card) Travel, G.E. Credit Card Division, Prime Therapeutics, Fifth Third Bank, Time Warner, Daytimers.
  • Recruited by CEOs and COOs to act as their trusted advisor for performance turnarounds, including the development of new operating models, performance metrics, acquisition and growth strategies, as well as customer experience, revenue, cost improvements and service enhancements.
  • Developed performance metrics for the international division of American Express, aligning the focus of the line employees to SVPs and the mission of the company.
  • Developed strategic operational roadmaps for American Express International, Prime Therapeutics (Blue Cross/Blue Shield) and Fifth Third Bank.
  • Developed the operational strategy and executable tactics for American Express’ Centurion Travel Division’s new service delivery operating model.
  • Author of Book:Driving Peak Sales Performance.Published by CC Press 2005
Jan 2001Mar 2003

SVP Service, Sales and IT

Budget Rent a Car and Ryder Trucks

CIO of Budget Rent a Car and Ryder TRS- directing a $110 MM IT budget of a $2B company with 5000 distributuion points. Developed infrastructure platforms, information services and application development that created competitive edge.

  • In the first year, delivered a 20% reduction in domestic technology spend through contract renegotiations, network reconfiguration, and outsourced vendor consolidations.
  • Consolidated eight separately managed web sites into a secure web-hosting center.
  • Initiated consolidation of 28 vendors and five data centers.
  • Integrated a suite of systems and applications for Ryder and Budget Rent a Car.
  • Led a team of Operations, Finance, Legal and IT management that delivered an additional $10MM/yr in margin through innovative fee restructuring and competitive pricing realignment. 
Jul 1998Mar 2003

VP Worldwide Service, Sales and ECommerce

Budget Rent a Car and Ryder Truck

Responsible for the general management, P and L, and distribution strategy for reservation sales and service, including 6 call centers with an overall reservations operating budget of $90MM and 1,500 staff members.

  • Directed new business development which created an electronic link between and, delivering $40MM in annual revenue and a significant decrease in cost of sale.
  • Collaborated with Marketing, Operations and Administration in a cross-functional “Customer Team” environment, to prioritize new market segments, drive pricing tactics and develop new products.
  • Created the strategy and executed the consolidation of 38 call centers and two outsourced centers into five virtual centers in tertiary markets, utilizing Genesys network load balancing technology. Oversaw site selection and construction of 4 new call centers.Net “saves” exceed $16MM per year.To generate significant revenue increases, “skills based routing” was implemented, segmenting and routing sales calls to sales-oriented representatives.This strategy, combined with a re-scripting, new sourcing and significant sales training was pacing to deliver a net profit improvement approximating $19MM/yr.
  •  Increased sales conversion ratio by 5 points.
  •  Proposed and constructed a Canadian Call Center to handle U.S. calls at a 40% reduction in labor due to favorable exchange rate, available labor and liberal overtime regulations.
  •  Sourced and funded a technical team which redesigned the infrastructure and developed commercially viable middleware and a variety of tool kits. This innovation reduced time to market from eight months to 30 days and reduced costs by 75% per connection.
Jan 1996Jun 1998

VP Process Redesign/Call Center Management

American Express

Defined strategy for information infrastructure and leadership practices, with emphasis on telecommunications technologies, including voice/data integration, network routing, ACD, workforce management, outsourcing, quality management and phone service level management for a network of 900 offices with 15,000 travel counselors.  Provided project management consulting to 36 major projects division-wide. 

  • In a multi-switch, multi-carrier, multi-system environment, developed and implemented numerous call delivery strategies and service platforms for a variety of center sizes and end client requirements, including instituting overflow and outsourced centers and load leveling volumes to achieve contracted service levels.Significantly improved service levels to major Fortune 500 clients, thereby eliminating millions in annual service level penalties.
  • Provided project management consulting to 36 major projects, including a joint venture with Microsoft to develop the first corporate Internet travel product, a joint venture with Sabre to develop a point of sale desktop tool for travel counselors and development of outsourcing strategies.
  • Designed and implemented a $18MM telecommunication capital investment in the largest 26 centers.Developed the business case that yielded a 49% ROI.Installed LANs, WANs, Geotel, AutoQuality’s monitoring system, TCS staff planning system, upgraded or replaced 120 switches, consolidated gates, and led consulting teams in floor management and leadership training of all telephony sales management.
  • Equivalent savings of 500 FTEs realized by increasing transactions with flat FTE growth.Instituted trunking and phone bill audits, resulting in savings of $3 MM annually
  • Sponsored with a key vendor, a successful effort to change the Federal Communications Commission’s policy on call recording. FCC issued an administrative order that allowed for the introduction of new quality monitoring technology into American Express. Sponsored a project team that designed and implemented a telecommuting option that grew to 700 line staff.
  • Conceived and implemented a Leadership program for the travel division that recruited highly talented executives from other industries.

VP Service, Sales and Systems

DHL Worldwide Express

Developed and executed all service strategies for DHL express air courier service in the United States and coordinated similar efforts with international colleagues.  

  • Consolidated 80 offices into one new build call center.


Aug 1974May 1978


Creighton University


Teleprofessional Magazine’s Award for Excellence in Customer Contact Center Management, BGI Redesign

YWCA Tribute to Women in Business Award

Zenith Award for DHL’s Call Center Redesign Project, Teleprofessional Magazine’s ACCE

Bronze Award for an American Express Project, Teleprofessional Magazine’s ACCE

Tier One Chairman’s Award for American Express’ Reengineering Save, American Express

Call Center of the Year for DHL’s Project, Call Center Network Group

Recent Speaking Engagements

  • Site Selection Techniques and New Business Models,Monte Carlo- International Productivity and Quality Council
  • Career Management at the Top, Key Speaker, Woman Unlimited
  • Creating High Performance Contact Centers, Keynote Speaker, Monte Carlo- International Productivity and Quality Council
  • Driving Stellar Sales Improvements in Contact Centers,AdvanceStar: Incoming Call Center Management Trade Show
  • New Strategies for Sourcing, Selecting, and Retaining Top Performers, Keynote Speaker, Telecommunications Users of New Zealand
  • 20 Performance Management Strategies of Leading Contact Centers- One Day Seminar, Telecommunications Users of New Zealand
  • Leveraging the Financial Institution Call Center to Deliver Value,Knowledge Exchange
  • Got Sales? Best Practices in Cross-Selling and Up-Selling,Knowledge Exchange / Annual Call Center Exposition
  • Revving Up Sales in Your Sales and Service Center,Annual Call Center Exposition
  • Shameless Self Promotion: Beyond Networking,Marketing Executive Network Group
  • New Customer Support and Sales Strategies,Dallas Blue
  • Driving Peak Sales Performance Call Centers,ICMI WebSeminars
  • Private On-site Sales Seminars for Daytimers Inc., General Electric Money
  • Optimizing Sales in Your Call Center, 2 day seminars (Las Vegas, NYC, Boston, San Francisco, Orlando, Washington DC, China, Italy, Argentina)
  • Driving Peak Performance Utilizing Predictive Hiring Models,(Time Warner Convention)
  • Transforming to Peak Performance, American Banking Association (Forward Financial)
  • Rewards and Recognition- Benchmarking Study, ACCE Convention
  • Consultant’s Soup- Panel Discussion on Operational Metrics, ACCE Convention
  • Why First Call Resolution Matters So Much, American Express International Conference
  • Are Incentives for Wimps?Debate-Annual Call Center Expo
  • Adding Organizational Value- Building the Call Centre of 2020, Keynote speaker, Istanbul Call Centre Conference and Expo 2008
  • First Contact Resolution: How to Improve this Critical Metric ICMI Dallas Demo 2008
  • Best Time Management Practices of Top Leaders – IMCI Workshop
  • Boosting Acquistions -eBroadcast for Frost and Sullivan
  • Word of Mouth Advertising – Back to Basics or a Sophisticated Rebirth? Marketing Executive Network- 2009


Customer experience consultant and futurist defines strategies for successful customer service transformations in call centers and other customer touchpoints.

Specializing in designing service delivery platforms, developing global distribution channels and leading high performance teams in attaining best in class service, sales, and economics. Architect and builder of award winning customer contact centers. Keynote speaker at international industry symposia on customer experience, performance metrics, quality, sales, technology, business process improvement and cost reduction strategies.