★ Innovative designer, gifted communicator, expert influencer, and determined self-starter with PMP & COPC certifications and a knack for inspiring others to see beyond what’s possible for profitable, efficient, engaging, and superb customer experiences and service. I simplify complex things. ★
Business Acumen ➤ Keen understanding of verticals and business drivers that promise high impact without sacrificing time or efficiency, delivering outcomes quickly so as not to threaten bottom line.
Communication & Presentation ➤ Experienced public speaker with niche insights into CX, consumer engagement, and digital potential, facilitating workshops and seminars to inspire executives into action.
Thought Leadership ➤ Prolific writer with published works in both short and long form; gifted in translating high-level compound concepts into clear, concise, and actionable steps for maximum impact.
Technology ➤ Well versed in leveraging technology for efficiency, connectivity, analysis, engagement, sales, and brand identity, exceeding client and consumer expectations.
User Experience ➤ Influence CX projects by inspiring team members to think like the consumer, prioritizing the interaction between company and customer from initial exposure to brand loyalty.
Creativity & Ideation ➤ Forward-thinker with knack for asking questions that spark ideas beyond what others deemed possible, consistently finding solutions that overcome challenges and limitations.
Project Management ➤ Developed manager of projects and teams with decades of proven results, seamlessly serving as liaison between company and client to deliver extraordinary project outcomes.
Collaboration & Consultation ➤ Leveraged expertise, analysis, and evaluation to partner with clients, senior executives, and technology resulting in profitable outcomes that satisfy all parties and stakeholders.
Author of "Experience Design for Customer Service: How To Go from Mediocre To Great!"
❝If you are trying to break through to your teams and management, this book will help greatly. Fast and compelling read that introduces tools to identify issues and get your organization moving (even across departments) to make your customers happier, while at the same time improving business value...because it's really hard for management to say "no" to saving money AND increasing customer loyalty!❞ — Reviewer