Functional Skills
Business Analysis
Business Operations
Customer Experience
Customer Segmentation
Change Management / Org Design
Strategic Planning
Market Research
Market Intelligence
Product Strategy
Project Management
Operational Efficiency
Business Unit Strategy
Commercial Due Diligence
Customer Analytics
Voice of the Customer
Software Skills
Microsoft Word
Microsoft PowerPoint
Microsoft Office
Microsoft Excel
PowerBI
Tableau
Sector Experience
Consumer Goods
Social & Public Sector
Technology
Telecom
Languages
English
Countries Worked In
JP SA AE GB US
Big 3 Consulting (MBB)
Fortune 500
Top Consulting Firms
Experience
Dell Technologies
Operations
Director of Customer Advocacy, Listening Operations and Governance
2/2024 - Present
• Currently lead a 21-member team overseeing Dell's enterprise-wide CX strategy, measurement, survey operations, and insights generation; shaping end-to-end customer journey improvements and building a CX culture within Dell.
• Led product CX analyses with competitive and market insights presented to Dell's product Presidents, driving design changes that addressed customer pain points, improved CX, and strengthened market position
• Led Dell's 2025 CX listening strategy and transformation, consolidated 70% NPS surveys, boosting response rates by 10%, and integrating GenAI to accelerate insights and decision-making.
• Led product CX analyses with competitive and market insights presented to Dell's product Presidents, driving design changes that addressed customer pain points, improved CX, and strengthened market position
• Led Dell's 2025 CX listening strategy and transformation, consolidated 70% NPS surveys, boosting response rates by 10%, and integrating GenAI to accelerate insights and decision-making.
Dell Technologies
Product Management / Strategy
Director of Performance PC Strategy and CX
4/2021 - 1/2024
improving feedback, and driving a 30% Y/Y increase in membership. Director of Performance PC Strategy and CX April 2021 – January 2024
• Led Dell's largest-ever client PC brand and portfolio simplification, consolidating 20+ brands into four
• Led Performance PC strategy and competitive positioning projects for both B2C and B2B focused products.
• Created a global product NPS program, embedding customer-centric decision-making across product lifecycle.
• Led Dell's largest-ever client PC brand and portfolio simplification, consolidating 20+ brands into four
• Led Performance PC strategy and competitive positioning projects for both B2C and B2B focused products.
• Created a global product NPS program, embedding customer-centric decision-making across product lifecycle.
Dell Technologies
Corporate Strategy & Development
Director of Client Solutions Group Strategy
10/2019 - 3/2021
• Directed COVID-era product and work-from-home strategic planning; advised Dell executives (CEO, COO, BU President) on hybrid work model, product alignments and market / competitor reactions.
• Co-led a multi-year, multi-million-dollar global CX transformation initiative, partnering with Sales, Ops, and Engineering to embed CX into core business operations.
• Co-led a multi-year, multi-million-dollar global CX transformation initiative, partnering with Sales, Ops, and Engineering to embed CX into core business operations.
Bain & Co
Management Consulting
Manager, Consultant, Senior Associate Consultant, Associate Consultant
3/2014 - 7/2019
• Consistently ranked as a top performer with accelerated promotions ahead of peers.
• Managed and mentored teams in Bain's London, Tokyo, Dubai, and New York offices.
• Led strategic initiatives, market studies, and competitive analytical projects across diverse industries and clients.
• Led 18 private equity due diligence projects for firms in NYC, London, and Tokyo.
• Designed CX transformation programs for leading UK and MEA telecom providers (NPS, call center efficiency, etc.)
• Supported an international merger integration and organizational design for pharmaceutical and insurance firms.
• Developed a zero-based budgeting framework for a US technology company, optimizing cost efficiency.
• Managed and mentored teams in Bain's London, Tokyo, Dubai, and New York offices.
• Led strategic initiatives, market studies, and competitive analytical projects across diverse industries and clients.
• Led 18 private equity due diligence projects for firms in NYC, London, and Tokyo.
• Designed CX transformation programs for leading UK and MEA telecom providers (NPS, call center efficiency, etc.)
• Supported an international merger integration and organizational design for pharmaceutical and insurance firms.
• Developed a zero-based budgeting framework for a US technology company, optimizing cost efficiency.
Booz Allen Hamilton
Management Consulting
Associate
2/2013 - 3/2014
• Represented a BAH client in engagements with over 600 stakeholders in the Washington, D.C. region.
• Produced and disseminated critical reports for the White House, DoD, and Department of Homeland Security.
• Produced and disseminated critical reports for the White House, DoD, and Department of Homeland Security.
U.S. Army, Military Intelligence
Data Science / Analytics
Captain
2/2009 - 9/2012
• Advised senior military and government leaders on tactical, cultural, and political dynamics; led operations for teams of up to 300 personnel.
• Held roles including Executive Officer and Plans Officer; maintained TS/SCI clearance.
• Held roles including Executive Officer and Plans Officer; maintained TS/SCI clearance.