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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


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.

* 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.

* 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.


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.

* 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.


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.

* 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.

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)