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Customer Service / Experience

Understand the intricacies and complexities of today’s customer service organization.  Enjoy helping my team learn, grow, and thrive.  Happy to advocate for my customers and my team to the rest of the executive group.


Foster a culture of experimentation with both the value delivered and the cost to deliver.  Make decisions using reliable data and implement using agile change management - excited to solve a problem one small step at a time.  If an idea works, we keep going. Otherwise, try something else.

Research and Analytics

Have managed 100s of research projects for all types of organizations.  Know the basics of good research design, statistical analysis, and predictive / regression modeling.  More importantly, able to tell the data's story to both the C-suite and the floor.

Project Management

Successful projects evolve quickly. Focus on the most important things first and keep the customer in the loop for every cycle. Requirements and understanding evolve but frequent delivery of product is not negotiable. “Good enough” generally is.

Training / Public Speaking

Regularly present complex ideas and new research to audiences in understandable, fun, and motivational ways.  Enjoy resonating with listeners and inspiring change.  Skilled at speaking, writing, creating videos and infographics.

Work experience

Mar 1999Present

VP Customer Experience

Knowledge Wave International

Build, staff, and grow the service and consulting organizations for KWI’s SaaS Enterprise Feedback Platform

Currently supporting more than 1 million surveys / month

Architect analytics and change management services to increase value proposition and compete effectively with larger firms

Chair Product Vision Team to drive innovation in line with customer expectations, technical opportunities, and competitive pressures

Coordinate with Sales and Marketing to ensure a coherent brand promise

Nurture and grow my assigned enterprise accounts

Perform independent research and present findings via whitepaper, video, and speeches to industry-wide organizations

May 1998Feb 1999

VP Operations

Mediware Information Systems

Responsible for the design, development, marketing, sales, and support of medical device software products and services

Managed organization of 50+ employees and budget of M$10

Oversaw merger between top-two industry leaders

Redesigned software engineering processes to decrease defect rate and meet 100% on-schedule promise

Apr 1996May 1998

VP Customer Service

Informedics, Inc

Responsible for the implementation, training, and support of medical device software products

Managed team of 35+ employees and budget of M$5

Increased customer satisfaction while decreasing operating costs every year

Improved client training materials to decrease go-live window from 4 months to 6 weeks

Mar 1994Apr 1996

Product Manager

Informedics, Inc

Chair Product Management team for laboratory software products

Perform competitive and customer research

Create Product Requirement documents, including user personas, use case scenarios, and risk management

Support Sales and Marketing as technical expert

Led product redesign from DOS forms to GUI-based U/I

Oct 1992Feb 1994

Customer Service Supervisor

Informedics, Inc
Sep 1991Oct 1992

Customer Service Representative

Informedics, Inc
Sep 1990Sep 1991

IT Support Specialist

Wellington Medical Group



B.A. English (World Literature)


Other Stuff

Yellow Belt

Project Management Certified

Speak conversational German and French

Coach youth baseball and basketball