Functional Skills

Communications
Customer / Vendor Calls
Customer Experience
Digital Experience Design
Employee Engagement
Leadership Development
Performance Management
Process Design / Re-engineering
Revenue Growth
Service Delivery
Voice of the Customer
Customer Service

Software Skills

ActiveCampaign
Microsoft Office
Microsoft Project
Microsoft Visio
Hubspot
Qualtrics

Certifications

CLSSGBCertified Lean Six Sigma Green Belt

Sector Experience

Business Services
Energy
Healthcare
Technology
Telecom

Languages

English
Case Study
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Case Studies

operations
Support Improvement for B2B SaaS Company
Technology Process Design / Re-engineering Customer Experience Customer Service
salesMarketing
Customer Journey Map for Multinational Electronics Manufacturing Company
Manufacturing Customer Experience Operational Efficiency Operational Transformation
salesMarketing
Employee Journey Map for Private Education Provider
Business Services Customer Experience Employee Engagement Business Unit Strategy
salesMarketing
Digital Customer Experience Assessment and Roadmap for Technology Company
Technology Customer Experience Digital Experience Design Software Implementation

Notable Clients

BP
Breezeline
Bright Horizons
Duck Creek Technologies
Ivanti

Experience

Seaton CX Management Consulting
Founder & Principal Consultant
6/2021 - Present
Help mid-market and enterprise companies improve customer acquisition, retention, and cost-to-serve through customer experience strategy and journey mapping.
Core Projects Include:
* Customer Journey Mapping using my proprietary DARMA™ method to align cross-functional teams, understand the customer experience , and drive operational improvements
* Voice of the Customer Research to capture qualitative and quantitative insights that clarify what drives value and loyalty
* Customer Experience / Customer Support operations improvement and process redesign
* Customer Success Strategy design and implementation, including health dashboards, onboarding frameworks, and intervention playbooks to improve NRR
* Contact Center Optimization to improve CSAT and reduce CES through service redesign and digital transformation
* Digital CX Transformation including self-service portals, online communities, and omnichannel support strategy
* Technology Selection & Implementation for CX platforms including CRM, customer success, customer service, community, feedback, and knowledge bases

Industries served: SaaS, Healthcare, Manufacturing, Education, Telecommunications, Professional Services, Energy, Utilities
FinThrive Operations
VP, Customer Experience (Service Level Transformation)
1/2019 - 6/2021
-Improved CSAT by 24% and CES by 28% year-over-year by transforming the customer support experience resulting in $991k revenue improvement

- Pioneered “Voice of Customer” program to identify high-value customer service elements and benchmark organizational performance.

- Improved employee engagement scores 18 percentage points across business unit with 92% of department indicating “this is a great place to work.”

- Supported $8.1M sales win with the 2nd largest for-profit health system
FinThrive Customer Service
VP, Customer Support
6/2016 - 1/2019
- Delivered 44% cycle time improvement year-over-year.
Reduced operating costs $1.5M through operational efficiency improvement.

- Implemented globalization strategy to reduce cost to serve by $1.5M

- Collaborated with sales and legal teams to negotiate client support Service Level Agreements (SLAs)
FinThrive Customer Service
Sr. Director, Customer Support
4/2014 - 6/2016
Led 40 agents and front-line managers responsible for data management and technical product support for a suite of SaaS healthcare revenue cycle management products. Developed Leadership Standard Work to drive process definition and daily accountability, including key metrics and weekly scorecards to track progress.
FinThrive Operations
Vice President, Operational Excellence
4/2013 - 4/2014
Served as an internal Lean Six Sigma consultant to lead and manage large scale transformation initiatives in the revenue cycle management enterprise.
FinThrive Operations
Director, Solutions Engineering
2/2012 - 4/2013
Led technical customer support organization for B2B SaaS company.
FinThrive Operations
Manager, Software & Support
3/2010 - 2/2012
Managed service operations team.
FinThrive Engineering
Software Design Engineer
10/2006 - 3/2010
Designed healthcare revenue cycle software.
Tektronix Engineering
Software Design Engineer II
1/2000 - 10/2006
Designed user interfaces for telecommunications network testing equipment.