Functional Skills
Business Analysis
Business Operations
Business Development
Change Management / Org Design
Customer Experience
Customer Relationship Management
Customer Segmentation
Data Analysis
Data Strategy
M&A Support
Operational Due Diligence
Organizational Design
Process Design / Re-engineering
Strategic Planning
Voice of the Customer
Software Skills
Salesforce
Snowflake
PowerBI
Salesforce Service Cloud
Salesforce Integration
Integration testing
Continuous integration
Sector Experience
Automotive
Business Services
Real Estate
Technology
Transportation & Logistics
Case Study
Case Studies
Customer Experience Transformation – Fortune 300 Waste Services Firm
Industrials
Customer Experience
AI Strategy
Digital Transformation
M&A Integration and Turnaround – Multi-Entity Roll-Up
Business Services
Post-Merger Integration
Operational Transformation
Organizational Design
Revenue Recovery After Failed Billing Platform Launch – Moving & Storage Company
Transportation & Logistics
Crisis Management
Restructuring / Turnarounds
System Deployment
Controlled Wind-Down with Investor Return – Regional Hospital
Healthcare
Organizational Leadership
Financial Remediation
Operations Management
Notable Clients
BMW Group
Carvana
Green Valley Hospital
Yelp
Fortune 500
Experience
Republic Services
Operations
Director Customer Experience
1/2021 - Present
Interim VP of Customer Experience • 6 months
• Led a 2,000+ employee CX organization and owned a $115M+ functional P&L, delivering consecutive year-over-year double-digit performance improvements.
• Executive sponsor and business owner for the company's enterprise-wide AI transformation, overseeing automation, conversational AI, and generative AI initiatives across multiple functions; responsible for AI roadmap, cross-functional governance, and early-stage implementation strategy in a $16B+ Fortune 300 environment.
• Spearheaded the deployment of NICE/Nexidia WFM, EEM, Quality, and Analytics tools, resulting in a 4-point NPS improvement and a 27% boost in customer sentiment.
• Elevated Traditional Engagement scores by 18 points (73 to 91) through targeted org design, training, and incentive alignment.
• Acted as interim VP during leadership transitions, presenting directly to senior executives and ensuring operational continuity and strategic alignment.
• Led a 2,000+ employee CX organization and owned a $115M+ functional P&L, delivering consecutive year-over-year double-digit performance improvements.
• Executive sponsor and business owner for the company's enterprise-wide AI transformation, overseeing automation, conversational AI, and generative AI initiatives across multiple functions; responsible for AI roadmap, cross-functional governance, and early-stage implementation strategy in a $16B+ Fortune 300 environment.
• Spearheaded the deployment of NICE/Nexidia WFM, EEM, Quality, and Analytics tools, resulting in a 4-point NPS improvement and a 27% boost in customer sentiment.
• Elevated Traditional Engagement scores by 18 points (73 to 91) through targeted org design, training, and incentive alignment.
• Acted as interim VP during leadership transitions, presenting directly to senior executives and ensuring operational continuity and strategic alignment.
Republic Services
Corporate Strategy & Development
Senior Manager Strategy & Transformation
1/2019 - 1/2021
• Led the development and execution of Republic's M&A integration playbook, successfully overseeing the integration of $800M+ in acquired spend.
• Created and launched a new recycling product post-China import disruption, generating $30M+ in annual revenue.
• Directed 30+ enterprise-wide strategic initiatives at the C-suite level, spanning technology, operations, and field services.
• Rationalized 1,300+ KPIs down to 25 core metrics, enabling better performance governance across the company.
• Developed Board of Directors strategy decks, synthesizing inputs from all executive functions.
• Created and launched a new recycling product post-China import disruption, generating $30M+ in annual revenue.
• Directed 30+ enterprise-wide strategic initiatives at the C-suite level, spanning technology, operations, and field services.
• Rationalized 1,300+ KPIs down to 25 core metrics, enabling better performance governance across the company.
• Developed Board of Directors strategy decks, synthesizing inputs from all executive functions.
MCA Financial Group
Management Consulting
Director, Consulting
1/2015 - 1/2019
• Managed turnaround operations for distressed businesses, leading restructuring and recovery of over $30M in enterprise value.
• Directed operations for six automotive dealerships in receivership, overseeing 150+ staff and improving systems, resulting in a $32M recovery.
• Advised executive teams and stakeholders on operational strategy and performance restructuring across multiple industries, developing turnaround plans with strong alignment to financial goals and executional urgency.
• Created and operationalized scalable process playbooks across finance, sales, and operations teams to stabilize businesses during periods of high volatility and prepare them for acquisition or wind-down.
• Led wind-down of an international logistics company with 1,500 employees; consolidated business ops from 38 sites to 1, increasing collections and liquidity.
• Directed operations for six automotive dealerships in receivership, overseeing 150+ staff and improving systems, resulting in a $32M recovery.
• Advised executive teams and stakeholders on operational strategy and performance restructuring across multiple industries, developing turnaround plans with strong alignment to financial goals and executional urgency.
• Created and operationalized scalable process playbooks across finance, sales, and operations teams to stabilize businesses during periods of high volatility and prepare them for acquisition or wind-down.
• Led wind-down of an international logistics company with 1,500 employees; consolidated business ops from 38 sites to 1, increasing collections and liquidity.
(Independent) Management Consultant
Management Consulting
Strategy & Business Development
1/2012 - 1/2015
• Supported a range of advisory engagements, including growth strategy, sales enablement, and CX improvements across real estate, tech, and agency environments.
• Assisted family-owned real estate businesses in scaling operations through lead generation optimization, process improvements, and agent performance tracking.
• Partnered with early-stage and high-growth companies, including Carvana and Yelp, to refine customer success models, reduce churn, and improve retention strategies.
• Collaborated with marketing and advertising agencies to expand sales performance through process streamlining, lead pipeline development, and GTM alignment.
• Assisted family-owned real estate businesses in scaling operations through lead generation optimization, process improvements, and agent performance tracking.
• Partnered with early-stage and high-growth companies, including Carvana and Yelp, to refine customer success models, reduce churn, and improve retention strategies.
• Collaborated with marketing and advertising agencies to expand sales performance through process streamlining, lead pipeline development, and GTM alignment.