Accomplished business leader with over 10 years of management, strategy, people development, delivery and operational experience in the Marketing Research industry. Versatile Leader focused on team building and talent development. Driven to surpass company goals while thriving in deadline-driven environments.
Project planning and development
Six Sigma Certification
and Change Management
Research and analysis
Strategic objective execution
Special events planning
10/2012 to Current
BPO ManagerNielsen – Green Bay, WI
Managed multiple outsourcing projects per year.
Conducted due diligence analysis and incorporated findings by creating project plan and a business case to support the move of each work stream reviewed.
Drafted and reviewed financial statement with key stakeholders for productivity savings for each business case.
Identified process inefficiencies through gap analysis.
Mapped process activities to desired outcomes to rectify operational inefficiencies.
Recommended operational improvements based on tracking and analysis.
Conducted interviews with key business users to collect information on business processes and user requirements.
10/2008 to 10/2012
Change Management and Communications Director, Nielsen Solutions CenterNielsen – Green Bay, WI
Developed key messaging, branding and positioning statements.
Coached management on communication tactics with staff and customers regarding organization changes.
Coordinated news releases, media responses, press packets and placement of stories in Nielsen internal publications.
Built strategic alliances with global operations leaders that resulted in a successful consolidation of client facing technical support to a global hub model.
Defined strategy and business plan for implementation of a global help desk model.
Organized due diligence to ensure successful knowledge transfer of work.
Managed staff supporting over 15,000 plus monthly
global client contacts via the Nielsen Solutions Center (NSC) through reviewing
monthly SLA's, client surveys, and score-cards via regional/business reviews
Global NSC Implementation creating a consolidated hub model that supports
over 165 applications in 54 countries in 6 languages (English, French,
German, Italian, Portuguese and Spanish) receiving over 13,000 contacts
per month across 5 NSC Hubs.
04/2004 to 10/2008
Technical Client Care and Data Inquiry Manager Nielsen – Green Bay, WI
Collaborated with the application development, marketing and client support teams to create support process for new product launches.
Monitored the client support tickets, emails and call to ensure quality support was provided and customers were satisfied.
Partnered with the marketing team to translate product features into customer value propositions to be used in consumer messaging.
Led communication with stakeholders regarding product goals and progress made.
Coached and mentored 20 staff members, including conducting performance reviews.
Trained, coached and mentored staff to ensure smooth adoption of TCS partnership
Successful transition of first
level 1 and level 2 US buy client facing support to TCS in Chennai, India
Cross training of Onshore Key Account support
agents to increase depth is client knowledge and provided increase
hours of coverage for key clients
Development of offshore career
path within TCS NSC team to retain subject matter experts in process
Six Sigma Green Belt
– Increased customer satisfaction scores to 95% satisfied
03/2000 to 10/2004
Senior Technical Support SpecialistNielsen – Green Bay, WI
Resolved customer issues in a clear, courteous and straightforward manner.
Identified and solved technical issues for variety of Nielsen Proprietary applications.
Followed up with clients to ensure optimal customer satisfaction.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Managed call flow and responded to technical support needs of customers.
and implemented Product Coordinator role for Level 2 Technical Client Care.
06/1993 to 08/2003
Owner/Executive DirectorCountry Kids Childcare Center – Green Bay, WI
Supervised a group childcare teachers providing directions on programs for child development.
Fostered reasoning and problem solving through active exploration games and activities.
Monitored students' educational progress with individual charts and files.
Sanitized toys and play equipment each day to maintain safety and cleanliness.
Established daily routines that were easy for the children to follow.
staff incentive program to motivate teachers to pursue opportunities for
education and training provided for advanced certification
of a State of Wisconsin Quality Improvement Grant for four consecutive
Administrator's Credential : Child Care Northeast Wisconsin Technical College - Green Bay, WI
Associate of Applied Science: MarketingNorth Hennepin Community College, - Minneapolis, MN
Six Sigma Green Belt
ITIL Foundations Certification
Nielsen Cares Committee Green Bay Office Leader
Nielsen Green Bay Green Team Leader
Habitat for Humanity Site Build Volunteer
Nielsen Global Impact Day Green Bay Office Leader
Women in Nielsen (WIN) ERG Community Relations Co-Leader for Midwest Chapter