Functional Skills
Agile Software Development
Artificial Intelligence
Business Analysis
Business Development
Business Operations
Change Management / Org Design
Customer Experience
Data Analysis
Digital Transformation
Machine Learning
Operational Efficiency
Program Management
Project Management
Operational Transformation
Customer Analytics
Software Skills
Artificial Intelligence
Data visualization
Jira
Machine Learning
PowerBI
Salesforce
ServiceNow
Sharepoint
WordPress
Adobe Creative Cloud
AEM
Content Management Systems (CMS)
Salesforce Service Cloud
Sector Experience
Business Services
Manufacturing
Media & Entertainment
Technology
Telecom
Case Study
Case Studies
Fortune 500
Experience
Customer Experience Solutions
Management Consulting
Founder & Lead Consultant
1/2025 - Present
Helping clients understand customer journey mapping, analytics, and emerging technologies to optimize digital support platforms that not only reduce friction but also enhance customer satisfaction.
I partner with organizations to design and execute comprehensive change enablement plans that support digital and AI transformation. By aligning leadership, establishing clear communication frameworks, and grounding the roadmap in actionable data insights, I ensure high adoption, reduced resistance, and stronger business outcomes.
Mentorship and strategic guidance for AI and SaaS startups entering the B2B market and targeting Enterprise level corporations.
I partner with organizations to design and execute comprehensive change enablement plans that support digital and AI transformation. By aligning leadership, establishing clear communication frameworks, and grounding the roadmap in actionable data insights, I ensure high adoption, reduced resistance, and stronger business outcomes.
Mentorship and strategic guidance for AI and SaaS startups entering the B2B market and targeting Enterprise level corporations.
AT&T Global Marketing
Customer Service
Director of Digital Experience and Operations Strategy
8/2023 - 12/2024
• Streamlined content utilization and simplified the website, aligning content with top customer touch points in chat and call centers, resulting in an 1850% increase in self-service content utilization and $5M in cost savings YoY.
• Spearheaded the transformation of AT&T Business' digital support ecosystem, creating a cross-functional team to revamp the customer support website, driving growth and utilization.
• Developed business cases and financial analysis models for a $47 million portfolio of digital prioritization and implementation.
• Built and led a cross-functional team to analyze customer support experiences and implemented strategies for improvements, resulting in a significant enhancement of the business website.
• Designed and built a customer-centric support website, achieving a 260% increase in month-over-month visitors.
• Spearheaded the transformation of AT&T Business' digital support ecosystem, creating a cross-functional team to revamp the customer support website, driving growth and utilization.
• Developed business cases and financial analysis models for a $47 million portfolio of digital prioritization and implementation.
• Built and led a cross-functional team to analyze customer support experiences and implemented strategies for improvements, resulting in a significant enhancement of the business website.
• Designed and built a customer-centric support website, achieving a 260% increase in month-over-month visitors.
AT&T Business
Information Technology
Transformation Change Enablement Lead
10/2019 - 8/2023
• Led 14 Transformation EPIC teams for ServiceNow initiatives, developing processes and communications to enhance adoption and awareness of new capabilities among executives, employees and customers.
• Optimized self-support video content across internal and external channels, achieving a 56% increase in year over-year utilization and significant cost savings.
• Consolidated file management and process control for 7 organizations and over 100 projects into a single SharePoint Hub Site ecosystem, replacing multiple initiative-based systems.
• Drove process transformation and operational efficiency improvements across multiple organizations. Transitioned the Technology Development organization from a waterfall-based methodology towards Lean Agile project management.
• Implemented WordPress with Elementor as the primary internal communications platform, centralizing communication, training, operational leadership, and cultural information for over 40,000 employees.
• Created the adoption strategy, communications, and training plan for AT&T Business' initial rollout of ServiceNow for the Incident Management business unit.
• Optimized self-support video content across internal and external channels, achieving a 56% increase in year over-year utilization and significant cost savings.
• Consolidated file management and process control for 7 organizations and over 100 projects into a single SharePoint Hub Site ecosystem, replacing multiple initiative-based systems.
• Drove process transformation and operational efficiency improvements across multiple organizations. Transitioned the Technology Development organization from a waterfall-based methodology towards Lean Agile project management.
• Implemented WordPress with Elementor as the primary internal communications platform, centralizing communication, training, operational leadership, and cultural information for over 40,000 employees.
• Created the adoption strategy, communications, and training plan for AT&T Business' initial rollout of ServiceNow for the Incident Management business unit.
AT&T - Technology Development
Information Technology
Sr. Strategist Emerging Technology
6/2017 - 10/2019
• Pioneered an innovative methodology to calculate the ROI for social media engagement identifying over $65M in value.
• Headed global efforts to identify and implement emerging technologies and platforms, enabling innovative customer interactions across AT&T, Time Warner, and DirecTV.
• Developed a strategy for Organic YouTube videos driving 141% growth in views and $15.7M in call-deflection value over two years.
• Designed and built social media chat bots leveraging machine learning to offload common customer inquiries.
• Headed global efforts to identify and implement emerging technologies and platforms, enabling innovative customer interactions across AT&T, Time Warner, and DirecTV.
• Developed a strategy for Organic YouTube videos driving 141% growth in views and $15.7M in call-deflection value over two years.
• Designed and built social media chat bots leveraging machine learning to offload common customer inquiries.
AT&T DIGITAL EXPERIENCE
Information Technology
Sr. Social Media Strategy Manager
8/2012 - 6/2017
Drove 2,500% growth in proactive interactions by aligning the social media and digital platform strategy with a focus on SEO, content syndication and call-deflection.
Rebuilt AT&T social media support to handle 500% year over year growth by reconfiguring from a single organization to a hub-and-spoke model aligning the operations and metrics across four call center organizations.
Slashed $1.5M in cost by launching Sprinklr as the corporate publishing platform which aligned 15 teams, 150 users, and replaced 18 separate tools.
Rebuilt AT&T social media support to handle 500% year over year growth by reconfiguring from a single organization to a hub-and-spoke model aligning the operations and metrics across four call center organizations.
Slashed $1.5M in cost by launching Sprinklr as the corporate publishing platform which aligned 15 teams, 150 users, and replaced 18 separate tools.
AT&T DIGITAL BUSINESS SOLUTIONS
Information Technology
Sr. Social Media Project Manager
9/2010 - 8/2012
Surpassed customer self-service goals and delivered a 1400% growth in YouTube views for support operations.
Established the strategic direction and design of the AT&T Business Support team’s engagement in social media on LinkedIn, Facebook, YouTube, and Twitter.
Public Speaker at conferences and sales enablement events representing AT&T's thought leadership in support of $15M in contract value.
Established the strategic direction and design of the AT&T Business Support team’s engagement in social media on LinkedIn, Facebook, YouTube, and Twitter.
Public Speaker at conferences and sales enablement events representing AT&T's thought leadership in support of $15M in contract value.
AT&T NETWORK OPERATIONS
Operations
Network Installation & Repair Manager (Leadership Program)
9/2009 - 9/2010
• Manage the day to day operations of three network repair groups. Including safety and quality reviews, load balancing, emergency repair work, and customer reconciliation.
• Drive continuous improvement in the local organization for DART metrics, customer survey results, and efficiency metrics.
• Special projects: Analysis and training for the new ESM metric system. Safety Improvement plan for the area manger group. Technician training for DSL billing.
• Drive continuous improvement in the local organization for DART metrics, customer survey results, and efficiency metrics.
• Special projects: Analysis and training for the new ESM metric system. Safety Improvement plan for the area manger group. Technician training for DSL billing.
Owens Corning
Engineering
Manufacturing Engineer (Black Belt Certified)
5/2005 - 7/2007
• Implemented and managed a new information control system based in IP.21 and Aspentech. This lead to a savings of over 250 thousand dollars in the first year of implementation.
• Maintained two production areas containing 220 employees on four shifts, and controlled an annual budget of $415,000 for day-to-day operations and maintenance.
• Designed and developed continuous improvement projects centered on increasing safety, decreasing downtime, and stream-lining the production process.
• Assisted in the development and trial of next-generation products and processes designed to produce non-incremental advances in Owen Corning’s production methodology.
• Resolved product and packaging quality issues stemming from customer complaints. These solutions lead to the constitution of a ten year sales contract.
• Maintained two production areas containing 220 employees on four shifts, and controlled an annual budget of $415,000 for day-to-day operations and maintenance.
• Designed and developed continuous improvement projects centered on increasing safety, decreasing downtime, and stream-lining the production process.
• Assisted in the development and trial of next-generation products and processes designed to produce non-incremental advances in Owen Corning’s production methodology.
• Resolved product and packaging quality issues stemming from customer complaints. These solutions lead to the constitution of a ten year sales contract.
Owens Corning
Engineering
Furnace Engineer
6/2003 - 5/2005
• Managed the composite glass furnace including production, safety, packaging, and customer support for the product.
• Drove continuous improvement projects, lean manufacturing, and six sigma initiated projects.
• Directed the union work force in their day to day operations, and on special assignments.
• Managed the shut down, rebuild, and restart of the Marble Furnace including its support systems. This lead to an improvement in product quality, and production efficiency.
• Implemented the use of process control techniques and preventative maintenance leading to an increase in cost efficiencies by 2% and production by 40%.
• Drove continuous improvement projects, lean manufacturing, and six sigma initiated projects.
• Directed the union work force in their day to day operations, and on special assignments.
• Managed the shut down, rebuild, and restart of the Marble Furnace including its support systems. This lead to an improvement in product quality, and production efficiency.
• Implemented the use of process control techniques and preventative maintenance leading to an increase in cost efficiencies by 2% and production by 40%.