Operations

system

To me, Operations isn’t just the “nuts and bolts” functionality of a business -it includes commitment to continuous improvement & operational excellence.  I am a leader who doesn’t just execute a list of “checkboxes”, but defines the list of initiatives to make the team operate more effectively. A great leader thinks big picture and fine details. While big-picture thinking is critical, I’ve also found that the best employees also know the devil is in the details. Running a business requires meticulous attention. I focus on being a proactive agent for change – focused on improving the overall customer journey as well as customer service strategy. I enjoy driving efficiencies and cost savings by leading teams to develop, analyze and interpret performance, project cost, and customer activity to increase effectiveness of projects.

I’ve led a diverse team of Support & Operations that have a deep connection to our guest’s overall experience. These teams I’ve created & led include global teams of: Product Support, Operations, Quality, Business Intelligence, Ecommerce, Client Success, Workforce Management, Billing, Social Media, Fraud, Security & Safety, Vendor Management, Product Specialists, Platform Services, Training & Continuing Education, Tools & Support Services, CRM/ERP Administration, and Finance. These teams have led key customer operations for a diverse array of products & platforms including: Hardware, Software, Saas, Enterprise Software, E Commerce, Internet of Things, Retail Merchandise, Mobile Apps, Digital Gaming, Digital Streaming, Subscription Services, websites, social media, and more.

I’ve guided organizations through growth, acquisitions, and sales – while driving development and implementation of end-to-end customer service programs that ensure optimal deployment of processes as well as achieving and exceeding defined project targets. I aim to redefine how my team engages cross function, to add value to all areas of the business. This manifests in many ways – from working with product marketing on customer engagement, developing product adoption campaigns that flow through customer success, creating a system to drive & track end-user training adoption in the customer base; developing a playbook for serving our customers. My teams & I have executed on programs, processes, and playbooks that enable our customers to become successful and grow in maturity. I love to manage operations so that employee & customer tools are aligned and providing accurate data to best capture the “Voice of the Customer” concerns & comments, always driving to improve products & services, and glean insights.That’s a mission critical way to improve not only your product/ service, but the morale & alignment of your teams.

My years of experience leading high growth, high profile teams have allowed me to plan for scalability to meet growth, as well as to support new programs and initiatives. I’ve been lucky to lead & inspire a large, passionate team to always ensure that our mission and beliefs thread through the team and set the tone for our service philosophy and approach. I set the strategy and drive operational while having a deep and authentic passion for our customers’ experience, as well having a strong analytical bent with the ability to set strategy & direction for the business. This, partnered with a strong belief in ‘servant leadership’ to always be humble and striving to support and foster my teams and partners, is a main tenant of my Operations focus.


EXAMPLE

  • At The Walt Disney company, I cultivated a Global Operations team to unify strategy for success: Business Intelligence, Project Mgt., Platform Services, Marketing & CRM/ERP Software, Tools, Product Services, Community Mgt., QA, Safety & Security, Guest Support & WFM. Via this Guest Experience organization, we were able to partner to increase our supported portfolio by 300%, while improving satisfaction scores by 68%.

SKILLS INCLUDE

  • Cross Functional Leadership
  • Thought Leadership
  • Business Intelligence & Analytics
  • Budgeting & Finance
  • Strategic Planning
  • Annual Operating Plans
  • Organizational Leadership
  • Knowledge Transfer Systems & Processes
  • Product Launches
  • Product Management
  • Project Management
  • Customer & Product Roadmaps
  • Release Management
  • User & Play Testing
  • SEO Optimization
  • Product Launch Strategy
  • Tools & Systems Integration
  • CRM & ERP systems
  • Contact & Call Centers
  • Call Center Technologies
  • BPO & Outsourced Support Management
  • Agile Methodology
  • Compliance
  • Payment & Customer Data Security
  • Consumer Rights
  • COPC
  • Six Sigma Methodology
  • Performance Optimization
  • Quality Assurance
  • Mobile Technologies (iOS, Android app development)
  • Mobile & Console Gaming Technologies
  • Jira & Bug Management
  • Change Management
  • Union Relationships
  • Efficiencies & Cost Savings
  • KPI
  • Policy & Procedure
  • Customer Success
  • Customer Journeys
  • Success Material Creation [methodology, offer, best practices, benchmarks, white papers, toolkits, reusable code, et.al.]
  • Sales
  • Voice of Customer
  • Net Promoter Score (NPS)
  • Customer Satisfaction
  • Workforce Management
  • Technical Writing
  • Coaching & Mentorship
  • Training & Curriculum
  • Accounts Receivable
  • Subscriptions
  • Order Management
  • Fraud Management
  • Inventory Fulfillment & Management
  • Supply Chain Management
  • Shipping & Receiving
  • Customer Conferences & Events
  • Corporate Responsibility
  • ADP
  • SAP
  • Salesforce
  • ZenDesk
  • Oracle
  • Netsuite
  • Sage
  • Expensify
  • Lithium
  • Capterra
  • Slack
  • Adobe Analytics
  • Omniture
  • WordPress
  • Mail Chimp
  • SurveyMonkey
  • Marketo
  • HRIS Systems
  • Basecamp
  • Google Products & Analytics
  • Microsoft Office Suite
  • MS Project
  • Outlook
  • Visio
  • Keynote
  • HTML
  • SQL
  • Java
  • Evernote
  • Dropbox
  • Box
  • Ring Central
  • Intercom
  • i.o. Promoter
  • Pager Duty
  • Oracle Products
  • Avaya Systems
  • Cisco Products
  • Hootsuite
  • Sprinklr