Provide Customer Experience and Loyalty consulting services to organizations ranging from start-up to fortune 500. Leverage two-time Malcolm Baldrige National Quality Award winning experience to implement transformational customer experience programs. Partner with executive level management in the deployment of voice of customer surveys, change management, and employee training strategies.
Responsible for the creation and deployment of regional medical device service and clinical training strategies for international growth markets.
Accountable for the direction, leadership, and performance of the global customer service department, corporate customer experience program, and business support services.
Managed 16 field service representative in the Northeast Division in providing contract sales, installation, preventative maintenance, and technical services.
• Provided strong commercial leadership to grow service business from $365 thousand to $5.1 million. Coached and developed technical skills,selling skills, as well as implemented new contract offerings and marketing materials to increase service contract penetration rates.
•Delivered highest revenue, customer satisfaction (97%), and productivity results leading to Division Manager of the Year Awards in 1989, 1994, 1997, 1998, 1999, 2000. Achieved highest divisional profitability resulting in Margin Manager Awards in 1997, 1998, 1999.
•Managed service team to cross promote new products releases resulting in incremental sales for the organization. Efforts recognized with Teamwork Awards in 1992 and 1994.
Responsible for Voice of Customer program that directly linked to Top 5 corporate objectives. Utilized data to drive field and operational improvements in increasing global customer satisfaction results with a staff of 3 FTE's.
Managed global strategic planning, business analytics, and performance reporting.
•Developed a long range strategic planning and annual budget process for executive management. Directly led creation of strategic plans for USA Sales and CT SBU.
•Managed 2 business analysts to accurately produce financial reporting, business analytics, and sales commission administration.
(Graduated Magna Cum Laude)
Medical Products & Services, Transformational Leadership, Managing Remote Teams, Employee Development, Team Building, Reward & Recognition Programs, Change Management, Hoshin Planning, Six Sigma & Lean Methodologies, Technology Integration, Net Promoter Score (NPS), Customer Surveys & Analytics, Budgeting, Forecasting, P&L Management, Contract Negotiations, Sales and Promotions, Technical Service Management, Market Based Compensation, KPI Development-Analytics-Reporting, MS Office Proficiency (Word, Excel, PowerPoint, Outlook), Corporate Advisory Boards
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