Functional Skills
Business Analysis
Business Operations
Change Management / Org Design
Customer Experience
Customer Relationship Management
Data Analysis
Data Strategy
Data Visualization / Reports
Digital Transformation
Performance Management
Process Design / Re-engineering
Project Management
Strategic Planning
Vendor Management
Customer Service
Software Skills
Salesforce
Microsoft Excel
Smartsheet
Sector Experience
Consumer Goods
Financial Services
Healthcare
Retail
Technology
Experience
SMARTSHEET
Operations
Director, Global Technical Support (Delivery and Operations
5/2022 - Present
• Strategic Leadership & Global Operations: Spearheaded strategic leadership for five globally dispersed Support Delivery and Operations sites (APJ, EMEA, US, LATAM), overseeing customer-facing delivery, Knowledge, Community, Systems, Security, Governance, and Workforce Management.
• Transformative Support Strategy: Defined and executed a multi-year global Technical Support Delivery strategy, aligning with enterprise and business goals. Drove a mature, self-service-first support model, eliminating non value-add helpdesk functions and focusing on proactive support to drive business continuity and value enhancement for customers.
• AI & Automation Evangelist: Leveraged deep technical and best practice expertise to drive AI technology adoption, automation, scalable processes, and quality management across all areas of responsibility.
• GenAI Deployment & Innovation: Led the acquisition and deployment of secure and scalable GenAI capabilities for ticketing, telephony, quality management, and voice of customer solutions, including virtual agents, intelligent ticket routing, knowledge generation, real-time sentiment analysis, and deep customer insights.
• Customer-Centric Strategy: Championed a customer-first mindset across Operations
and Delivery teams, validating positive outcomes through executive dashboards and reporting with key metrics like CSAT, NPS, and time to resolution.
• P&L Management & Value Creation: Accountable for the P&L of the remit, demonstrating significa
• Transformative Support Strategy: Defined and executed a multi-year global Technical Support Delivery strategy, aligning with enterprise and business goals. Drove a mature, self-service-first support model, eliminating non value-add helpdesk functions and focusing on proactive support to drive business continuity and value enhancement for customers.
• AI & Automation Evangelist: Leveraged deep technical and best practice expertise to drive AI technology adoption, automation, scalable processes, and quality management across all areas of responsibility.
• GenAI Deployment & Innovation: Led the acquisition and deployment of secure and scalable GenAI capabilities for ticketing, telephony, quality management, and voice of customer solutions, including virtual agents, intelligent ticket routing, knowledge generation, real-time sentiment analysis, and deep customer insights.
• Customer-Centric Strategy: Championed a customer-first mindset across Operations
and Delivery teams, validating positive outcomes through executive dashboards and reporting with key metrics like CSAT, NPS, and time to resolution.
• P&L Management & Value Creation: Accountable for the P&L of the remit, demonstrating significa
Trimble
Operations
Senior Manager, Technical Support and Workforce Management
11/2017 - 5/2022
• Strategic Leadership: Provided strategic leadership to customer-facing delivery leaders, Training, QA, Vendor Management, and Workforce Management teams.
• Customer Advocacy: Represented Trimble on customer interactions, specifically churn risk and high strategic value accounts, serving as a senior voice in executive forums on customer advocacy.
• Performance Management: Responsible for contractual SLAs, performance to MBOs, strategic planning, and financial performance.
• Revenue Growth: Partnered with Customer Experience peers in Sales, Account Management, and Customer Success to drive recurring revenue and help customers realize the full value of solutions.
• Product Influence: Served as an advocate for the customer to development, engineering, and product teams, ensuring customer voice is represented and influencing senior leaders to prioritize customer impact.
• Platform Implementation: Oversaw implementation of Salesforce CRM, NICE inContact WFM, and telephony system, demonstrating familiarity with support platforms.
• Customer Advocacy: Represented Trimble on customer interactions, specifically churn risk and high strategic value accounts, serving as a senior voice in executive forums on customer advocacy.
• Performance Management: Responsible for contractual SLAs, performance to MBOs, strategic planning, and financial performance.
• Revenue Growth: Partnered with Customer Experience peers in Sales, Account Management, and Customer Success to drive recurring revenue and help customers realize the full value of solutions.
• Product Influence: Served as an advocate for the customer to development, engineering, and product teams, ensuring customer voice is represented and influencing senior leaders to prioritize customer impact.
• Platform Implementation: Oversaw implementation of Salesforce CRM, NICE inContact WFM, and telephony system, demonstrating familiarity with support platforms.
Polaris Industries
Customer Service
Manager, Consumer Support and Dealer Services
4/2015 - 11/2017
• Team Leadership: Led a team of exempt employees and managed an outsourced contact center, overseeing daily operations, talent development, hiring, and performance reviews.
• Multi-Channel Management: Managed multi-channel contacts through outsourced Tier 1 support and internal Tier 2 teams, handling escalations, training, cross-functional relationships, and knowledge management.
• Strategic Planning: Defined strategic objectives for the department, aligning with broader enterprise goals and KPIs.
• Goal Achievement: Achieved service/quality goals, production metrics, and P/L, driving year-over-year improvements in NPS, cost per contact, and Service Level.
• Cross-Functional Collaboration: Collaborated cross-functionally to drive changes in
marketing and processes, advocating for the consumer voice to close the feedback loop.
• Data & Reporting: Responsible for Workforce, productivity, consumer listening, and ad-hoc data reporting.
• System Upgrades: Oversaw the adoption of Calabrio WFM and upgrade to Microsoft Dynamics CRM.
• Process Formalization: Established formalized processes for workforce management (WFM), new-hire onboarding, and performance measurement.
• Multi-Channel Management: Managed multi-channel contacts through outsourced Tier 1 support and internal Tier 2 teams, handling escalations, training, cross-functional relationships, and knowledge management.
• Strategic Planning: Defined strategic objectives for the department, aligning with broader enterprise goals and KPIs.
• Goal Achievement: Achieved service/quality goals, production metrics, and P/L, driving year-over-year improvements in NPS, cost per contact, and Service Level.
• Cross-Functional Collaboration: Collaborated cross-functionally to drive changes in
marketing and processes, advocating for the consumer voice to close the feedback loop.
• Data & Reporting: Responsible for Workforce, productivity, consumer listening, and ad-hoc data reporting.
• System Upgrades: Oversaw the adoption of Calabrio WFM and upgrade to Microsoft Dynamics CRM.
• Process Formalization: Established formalized processes for workforce management (WFM), new-hire onboarding, and performance measurement.
Target
Operations
Manager, Facilities Management Operations
1/2012 - 4/2015
• Technical Leadership: Led technical support teams for 24/7/365 operations, including in-house, remote, and offshore teams, supporting store maintenance, licensing, inspections, and remote monitoring of critical systems.
• Operations Management: Managed technical support, preventative maintenance, and crisis events for retail store locations.
• Systems Implementation: Oversaw the introduction of NICE IEX workforce management into the contact center.
• Continuous Improvement: Served as a subject matter expert and workstream leader for 6Sigma Refrigeration Optimization Kaizen, applying continuous improvement methodologies.
• System Development: Developed a combined reporting system for scheduling and payroll to eliminate fraud and improve data accuracy.
• Cost & Risk Management: Created tracking, reporting, and communication plans for snow removal and disaster recovery, resulting in significant cost savings, risk reduction, and consistent service.
• CRM Rollout: Collaborated with IT to oversee the rollout of SalesForce.com CRM, from provider selection to implementation and post-rollout issue remediation.
• Operations Management: Managed technical support, preventative maintenance, and crisis events for retail store locations.
• Systems Implementation: Oversaw the introduction of NICE IEX workforce management into the contact center.
• Continuous Improvement: Served as a subject matter expert and workstream leader for 6Sigma Refrigeration Optimization Kaizen, applying continuous improvement methodologies.
• System Development: Developed a combined reporting system for scheduling and payroll to eliminate fraud and improve data accuracy.
• Cost & Risk Management: Created tracking, reporting, and communication plans for snow removal and disaster recovery, resulting in significant cost savings, risk reduction, and consistent service.
• CRM Rollout: Collaborated with IT to oversee the rollout of SalesForce.com CRM, from provider selection to implementation and post-rollout issue remediation.
Target
Operations
Service Analyst, Workforce Management
12/2010 - 1/2012
• Data-Driven Recommendations: Formulated business recommendations based on data analysis to ensure adequate staffing and achieve desired service levels while maintaining fiscal responsibility.
• Report Delivery: Prepared and delivered real-time and scheduled reports to various business units, including multiple levels of leadership.
• Forecasting & Dashboards: Developed forecasting tools and dashboards for contact centers by combining multiple data sources into a predictive model for staffing and service needs.
• Workload Analysis: Performed workload analysis using NICE IEX, MS Excel/Access, and Oracle BI.
• Performance Reporting: Developed reporting for vacation variance, work avoidance detection, and schedule adherence.
• Report Delivery: Prepared and delivered real-time and scheduled reports to various business units, including multiple levels of leadership.
• Forecasting & Dashboards: Developed forecasting tools and dashboards for contact centers by combining multiple data sources into a predictive model for staffing and service needs.
• Workload Analysis: Performed workload analysis using NICE IEX, MS Excel/Access, and Oracle BI.
• Performance Reporting: Developed reporting for vacation variance, work avoidance detection, and schedule adherence.
Target
Operations
Dialer Administrator, Workforce Management
11/2009 - 12/2010
collection and credit efforts.
• Strategy Development: Developed real-time strategy models for dialer efficiency and accuracy through analysis of historical trends.
• Business Updates: Prepared and delivered business updates and recommendations to supported business units.
• Strategy Development: Developed real-time strategy models for dialer efficiency and accuracy through analysis of historical trends.
• Business Updates: Prepared and delivered business updates and recommendations to supported business units.
Target
Finance
Credit Advisor, Account Services
10/2008 - 11/2009
• Customer Focus: Provided multi-channel support to Target Credit and Target Visa customers.
• Account Management: Collected on past-due accounts and provided customer service for current accounts.
• Training & Development: Developed training curriculum for new hires and continuous improvement for tenured agents.
• Performance Metrics: Responsible for reporting and metrics reviews for peer groups.
• Account Management: Collected on past-due accounts and provided customer service for current accounts.
• Training & Development: Developed training curriculum for new hires and continuous improvement for tenured agents.
• Performance Metrics: Responsible for reporting and metrics reviews for peer groups.