Strategic Customer Experience Thought Leader   CX Delivery - Global Operations Leadership - CX Transformation A results-driven operations executive with highly-developed global business acumen. Delivers results on high-profile multi-million dollar accounts and works to strengthen teams, reduce costs, and continually increase customer satisfaction through process improvements, quality metrics, technology, and staffing best practices. * Demonstrates ability to execute operational objectives, leading a customer centric and synergistic team that excels in developing and maintaining large accounts. * An approachable, empowering, and open-minded leader who successfully manages global teams, identifying and developing key talent. * Possesses technological savvy. Able to deploy rapid change to allow for business development and growth. Core Competencies: Business Development, Customer Relationship Management, Global Outsourcing Operations, Technology Deployment, Contract Negotiations, Revenue Growth, Process Automation, Customer Retention, Strategic Business Planning, Employee Development , Policy Development, Cost Reduction, P&L Management PROFESSIONAL EXPERIENCE TTEC, DENVER, CO., 2004 – Present Global business process outsourcing company, providing front-line and back-office client solutions. Senior Vice President – Global Operations, 2009 – Present: Lead responsibility for LATAM operations, EMEA operations, Canada operations and USA (Technology, Retail, Public Sector and Travel) operations with a $200 million portfolio and 7,000 global employees serving outsourcing needs of Teletech's Global 1000 partners. Accomplishments: * Responsible for ensuring embedded revenue growth among client portfolio. * Exceeded  client’s CX expectations. * Contributed as key team member tasked with defining Global operational strategy. * Met company revenue and profitability targets consistently. Vice President – Global Service Delivery, 2004 – 2009: Outsourcing executive who managed a $100M P&L portfolio. Operation oversight of 4,000 Global employees supporting Fortune 500 customers outsourcing needs. Accomplishments: * Boosted customer satisfaction scores by 10% for strategic DSL provider client. Named top performing outsourcing partner. * Implemented process improvements, resulting in 15% top line revenue growth. * Deployed 3,000 new trained agents across 9 locations for a Fortune 100 technology client. * Increased sales for fortune 100 Technology company by 100% * Strengthened customer satisfaction scores for key wireless client by 8% * Played a key role in acquiring a large cable TV client partnership. * Increased employee-related gross margin substantially across call centers. VERTICAL ALLIANCE, DALLAS, TX. 2003 – 2004: Lead generation and customized information delivery service provider Senior Vice President – Customer Care Responsible for technology implementation and strategizing to meet customer contact and documentation needs through leading teams, implementing changes, and liaising with other departments. Accomplishments: * Contributed to revising the company's defined strategy. * Integrated new telephony solution to support new CRM strategies. * Instituted new solutions that promoted cohesiveness between in-house and remote agent teams. * Drove creation and launch of new Dallas contact center. * Spearheaded automation of web-based ticketing application, improving customer response and success metrics. * Made decisions about technology implementation and deployment for customer care centers. TRAVELOCITY, SOUTHLAKE, TX. 2000 – 2003: Global Travel Booking Service Provider Senior Vice President – Operations & Customer Care Transformed customer contact centers into world class solution-based centers. Lead automation of processes and technology to allow for company growth and improved quality standards. Managed 1,100+ employees who processed 10M travel transactions per year. Accomplishments: * Implemented strategic offline sales process that resulted in a revenue boost of 470% via cross-selling up-selling, and POS generated revenue streams. * Improved customer satisfaction by 66% during tenure. * Regarded as a strong leader, improving team morale substantially. * Managed development and launch of 3 new contact centers in VA, PA, and the UK. * Reduced costs by 73% on a $65M annual budget. * Acquired $2M in economic incentive funds. Experience prior to 2000: Earlier experience includes director of call center operations on a regional level at TicketMaster, working as VP of Franchise Support at Twistee Treat, and the Chief Operating Office and Founder of Video Update, a retail video store chain that grew to a 50-store franchise. EDUCATION Bachelor of Science Program, Augsburg College Associate Arts Degree, Lakewood College   TTEC Canada - board member (2016 - present), TTEC Europe - board member (2014 - 2018), Southern Methodist University - Disruptive Leadership Advisory Board (2017 - 2018)