15+ years directing enterprise-wide training / organization development initiatives including instructional design and delivery, as well as customer / brand experience, employee engagement, leadership development, communication, and business process improvement strategies. Recognized for the ability to deliver significant improvements in learning processes/design, organizational alignment and performance, productivity, customer experience, and employee retention while reducing overall costs / resources. A strategic thinker, and an effective communicator with a collaborative leadership style.
Mar 2009 - Present
Operations Support Contractor
TRG Customer Solutions
Initially hired as a temporary technical support-training specialist for a launch project.Currently retained to lead organization development/operations re-design project.
-Implementing strategies that are improving organization-wide communication gaps, creating efficiencies in database / workflow automation, and reducing redundant processes that are improving operational capabilities / scale, coordination, and cooperation.
-Responsible for design and delivery of management development program that is building management competencies, and operational efficiencies.
-Leading organization-wide employee satisfaction/experience improvement initiative designed to identify organizational gaps and opportunities that will lead to an improved employee experience, and reduce overall attrition.
Nov 2007 - Mar 2009
Independent Consultant / Contractor
-Retained by multibillion-dollar international travel technology company to develop strategy and materials improving employee engagement, retention, and experience.Developed employee handbook for start-up of US operation, as well as technical customer support documentation.
-Created organizational growth plan for NYC-based nonprofit.Assisted Executive Director with initiatives to ignite re-start of agency, including website development, marketing, branding, and fundraising/capital campaign projects.
-Developed end-to-end customer experience strategy for startup IT firm. Exceeded client expectations (capturing 100%+ of projected B2B sales with targeted partners), resulting in follow-on contract to create overall sales and market differentiation strategy for B2C segment.
Sep 1999 - Jun 2007
Nextel Communications / Boost Mobile
Rapidly promoted during eight-year tenure with Fortune 500 telecommunications organization (now known as Sprint Nextel) and its youth brand division Boost Mobile.
Director, Customer & Employee Experience (Boost Mobile), 2006-2007
Developed brand-centric customer experience strategy for all customer touch-points as well as related training and employee-retention activities as this organization’s acting director. In addition, managed contact center operations ($18M monthly budget) with ultimate accountability for the performance of 3,800+ employees in eight call centers nationwide.
-Built a brand-centric customer experience organization by focusing employees and vendors on people-centric metrics that resulted in lower operating costs (saving approximately $12M in one year) minimized employee attrition (improving retention by 60%), and double-digit gains in customer satisfaction.
-Designed an award-winning task-based and brand-centric contact center training program that lowered overall training time by 40%, accelerated agent ramp-up time (lowering overall training costs) and improved customer satisfaction scores by over 50%. In addition, the program reduced unnecessary customer callbacks saving approximately $6M in operating costs over a one-year period.
-Recognized for thought leadership and innovation for successful startup and design of five new departments: Customer Experience, Training & Development (Customer Care), Employee Experience (Management Development), Quality Assurance, and Vendor Management.
- Sr. Manager, Brand Education (Boost Mobile), 2005-2006
- Regional Manager, Vendor Management (Nextel), 2001-2005
- Sr. Manager, Training & Development (Nextel), 1999-2001
In previous Nextel / Boost Mobile roles, built brand equity/awareness through comprehensive staff/vendor training, launched and managed outsourced vendor-management program for customer contact centers, and built/supervised multimedia and instructional design team (18 staff) to support training, assessments, continuing education, and career-path programs.
-Created ‘Boost Mobile Brand Academy’ and its acclaimed curriculum that served as the central clearinghouse for all brand-education activities, and helped Boost Mobile become one of the most recognized brands in the wireless market space.
-Co-developed and launched Boost Mobile’s customer service department that earned a 95% customer satisfaction rating in its first year of operation.
-Innovated non-traditional frontline quality assurance program that replaced punitive focus with a more positive developmental approach.Efforts increased customer retention/satisfaction by 45%, and catapulted employee engagement and morale.
MBA in progress.