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An innovative executive with extensive experience in successfully managing service centers, global operations, multi-tier technical support, customer service, project management, implementation, SaaS, hardware, field technician operations, customer success, training, quality assurance, technology planning, continuous improvement, strategic planning, and culture transformations. Develops and leads high-performing teams; committed to delivering financial excellence, high customer satisfaction, establishing employee followership, and fostering accountability. Expertly transforms underperforming organizations via coaching/mentoring and continuous improvements. Influences multi-level stakeholders organization-wide while solving complex business challenges by balancing personal engagement and delegation.
Service industry achievements include being a finalist for TSIA service award for service center excellence, ICMI service award finalist for best service center culture, served as TSIA awards judge for a technology innovation award, service center certified by the TSIA as best in class, and serves as a steering committee member for Salesforce Service Cloud platform.
Commitment to the community by building cultures that give back to their communities and supporting charities that employees have a meaningful connection with. Currently serving as President of Dream Factory of Texas, which is a non-profit focused on delivering dreams to children with chronic and terminal illnesses. Worked closely with additional charities, including United Way, Habitat for Humanity, Big Brothers Big Sisters, and local food drives for high school teens that are homeless or underserved.
Large Service Centers | Regional, National & Global Oversight | Service Center Optimization | Operational Excellence | Lean | Customer Loyalty | Best in Class Employee Engagement & Development | Strategic Planning | Transformational Change
Core Competencies:
• Customer Engagement
• Account Planning & Retention
• Service Center Management
• Building High Performing Teams
• Turning Around Teams
• Operational Excellence
• Employee Development
• Leadership Development
• Executive Level Communication
• Business Process Automation
• Continuous Improvement
• Vendor Management
• Short/Long-Term Fiscal Performance
• Cost Controls
• Project Management
• Field Operations Management
• Change Management
• Relationship Building/Alliances