Experience

Noom

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Head of Quality Management and Insights

  • Jul 2021 - Nov 2023

  Las Vegas, Nevada, United States Accountable for customer success, insights, and quality programs for CCX - Coaching and Customer Support functions. Developed and instituted a world class Coaching Quality Framework shifting from a hyper-focus on productivity to a holistic balance of business success, customer experience and productivity metrics. Interim director for the Customer Insights Program. [Scope: 3-5 Direct Reports; 3-5 Indirect Reports] • Strategized and implemented performance standards for over 2K+… Show more Accountable for customer success, insights, and quality programs for CCX - Coaching and Customer Support functions. Developed and instituted a world class Coaching Quality Framework shifting from a hyper-focus on productivity to a holistic balance of business success, customer experience and productivity metrics. Interim director for the Customer Insights Program. [Scope: 3-5 Direct Reports; 3-5 Indirect Reports] • Strategized and implemented performance standards for over 2K+ in-house coaches using a blended qualitative, quantitative, and behavioral performance approach to quality. • Achieved increases across 5 core metrics: Productivity, response time, customer engagement (8%), and customer retention (6.6%). • Identified a gap in leadership access to data; engineered a reporting system that resolved coaching performance in real-time, improved operational efficiency, and provided a foundation for time sensitive Quality initiatives. • Cultivated strategic partnerships with Coaching stakeholders to achieve results (94% of coaching leaders cited the new QM framework for improving their efficacy as leaders). • Coaching and development of direct reports led to four promotions in year-one of assuming leadership. Show less



Amazon

• United States
• Software Development
• 700 & Above Employee

• Quality Manager Disability and Leave Services

  • Jan 2019 - Jul 2021

  Las Vegas, Nevada, United States Led a team of Analysts in the design and launch of quality and customer experience initiatives for the DLS team of 1,300 staff across three countries supporting a global workforce of 1M+ employees. Accountable for continuous process improvement and reduction of process defects. Scaled projects to support overall domestic headcount growth. [Scope: 5 Direct Reports - US & Costa Rica] • Promoted from L5 Analyst to L6 Quality Manager in recognition of successful program… Show more Led a team of Analysts in the design and launch of quality and customer experience initiatives for the DLS team of 1,300 staff across three countries supporting a global workforce of 1M+ employees. Accountable for continuous process improvement and reduction of process defects. Scaled projects to support overall domestic headcount growth. [Scope: 5 Direct Reports - US & Costa Rica] • Promoted from L5 Analyst to L6 Quality Manager in recognition of successful program implementations. • Instituted a program that identified root causes of customer dissatisfaction; translated data analysis and insights into a strategic action plan for the tech, policy and operations teams. • Implemented a Customer Experience Audit that captured end-to-end customer dissatisfaction; realized systemic solutions eliminating defects and improving employee perception of services. • Developed a Root Cause Corrective Action mechanism, generating real-time actionable insights for the leadership team and enabling sponsorship of development work.

• Global Quality Program Manager - TRMS

  • Jul 2016 - Jan 2019

  Seattle, Washington Promoted to lead the Transaction Risk Management Systems (TRMS) Quality department charged with building platforms to ensure the safety of eCommerce transactions including fraud prevention. Led a local team and served as Representative for South Africa at international meetings. In year 2 promoted to Program Manager in Seattle and delegated to set up a centralized team across 13 sites and define the TRMS global strategy. [Scope: Indirect Reports - 200; Workforce – 5000; 13… Show more Promoted to lead the Transaction Risk Management Systems (TRMS) Quality department charged with building platforms to ensure the safety of eCommerce transactions including fraud prevention. Led a local team and served as Representative for South Africa at international meetings. In year 2 promoted to Program Manager in Seattle and delegated to set up a centralized team across 13 sites and define the TRMS global strategy. [Scope: Indirect Reports - 200; Workforce – 5000; 13 Countries] • Developed a new Investigator Quality metric, a controllable metric aligned to process adherence and leveraged to highlight process and tool improvements. • Supported 3 new country launches and one outsourcing project. • Facilitated the creation of new Tableau-based global reporting, eliminating manual Excel-based reports. • Led the quality team through an Investigator system migration from a legacy system to a new tool set. • Facilitated a closed loop process between Training and Quality to surface and eliminate common defects observed post training; reduced time to proficiency by ~2 weeks.

• QA Manager - Amazon Cape Town

  • Jul 2015 - Jun 2016

  Cape Town Led a team of quality auditors supporting 110 investigators. Accountable for providing insights to management on continuous improvement initiatives and process innovations. Delivered coaching feedback to Operations Managers empowering them to improve performance of the team. Designed an internal incentive program that improved investigator performance. [Scope: Direct Reports – 4]



Watermark Technologies SA (Pty) Ltd

• South Africa
• Software Development
• 1 - 100 Employee

• General Manager

  • Oct 2014 - Jun 2015

  Durban Area, South Africa Challenged to grow market share with oversight of all sales and customer support initiatives. Redesigned the go to market strategy for the company that exponentially increased growth from new and existing customers. Expanded corporate’s target market scope to include new industries (manufacturing, fabrication, retail, call centers) augmenting the existing client base. [Scope: Direct Reports – 2] • Increased client base 20% in 8 months. • Doubled monthly revenue through… Show more Challenged to grow market share with oversight of all sales and customer support initiatives. Redesigned the go to market strategy for the company that exponentially increased growth from new and existing customers. Expanded corporate’s target market scope to include new industries (manufacturing, fabrication, retail, call centers) augmenting the existing client base. [Scope: Direct Reports – 2] • Increased client base 20% in 8 months. • Doubled monthly revenue through upselling additional licenses to existing customer base. • Designed and implemented a VOC survey program, with the findings used to drive upsell opportunities Show less



CCI Global

• South Africa
• Telecommunications
• 700 & Above Employee

• Head of Quality

  • Nov 2008 - May 2014

  Durban Head of Sales Quality – Mount Edgecombe, Durban • Successfully absorbed multiple teams into one independent QA function • Identified and eliminated multiple risks to the business through implementation of effective monitoring and compliance structures • Developed a World Class QA program for a major Australian short term Insurance company based on a clients brand values which created a direct correlation between the QA Score and NPS scores • Turned a cost centre into a… Show more Head of Sales Quality – Mount Edgecombe, Durban • Successfully absorbed multiple teams into one independent QA function • Identified and eliminated multiple risks to the business through implementation of effective monitoring and compliance structures • Developed a World Class QA program for a major Australian short term Insurance company based on a clients brand values which created a direct correlation between the QA Score and NPS scores • Turned a cost centre into a revenue generating department, currently billing in excess of R150k per month • Designed an Excel based QA reporting tool which allows users to quickly identify trends and performance from high level down to individual scorecard questions • Built a new analytical tool to derive real customer insight and voice of the customer to improve campaign performance • Oversaw the development and promotion of over 20 staff into career enhancing roles both internal and external Show less



American Express

• United States
• Financial Services
• 700 & Above Employee

• Sales Development Manager (Reward & Incentivisation)

  • Jul 2006 - Sep 2008

  London, United Kingdom Selected by Sales leadership to design an incentives program for the European Account Management team. centered on motivating account managers to drive growth in target markets and key accounts. [Scope: Direct Reports – 6; Indirect Reports - 60] • Managed 6 Sales Executives across Europe overseeing the Mid-Tier Channel and 2 Sales Analysts; dotted-line reporting relationship to 70 Key Account Representatives. • Defined EMEA (Europe, Middle East and Africa) Channel… Show more Selected by Sales leadership to design an incentives program for the European Account Management team. centered on motivating account managers to drive growth in target markets and key accounts. [Scope: Direct Reports – 6; Indirect Reports - 60] • Managed 6 Sales Executives across Europe overseeing the Mid-Tier Channel and 2 Sales Analysts; dotted-line reporting relationship to 70 Key Account Representatives. • Defined EMEA (Europe, Middle East and Africa) Channel Management Strategy. • Managed the Sales Incentive Plan and key client reporting in Europe. • Translated strategic company objectives into actionable country and key account targets, yielding $5B in annual billing revenues. • Piloted and launched new short-term competitions to galvanize the Sales and Account teams to capitalize new marketing revenue streams; delivered $2M+ in additional bottom line revenues (2008). Show less



GE Capital

• United States
• Financial Services
• 700 & Above Employee

• Key Account Manager

  • Jul 1996 - Jul 2006

  Performed in a Sales field role within GE Money, a Capital operating division of GE comprised of 130M global customers and diverse suite of financial products, including private label credit cards, personal loans, bank cards, auto loans and leases, mortgages, corporate travel and purchasing cards, debt consolidation, home equity loans, and credit insurance. • Field-based role with sales target of £50 million p.a. (10% of total business unit turnover). • Provided training and account… Show more Performed in a Sales field role within GE Money, a Capital operating division of GE comprised of 130M global customers and diverse suite of financial products, including private label credit cards, personal loans, bank cards, auto loans and leases, mortgages, corporate travel and purchasing cards, debt consolidation, home equity loans, and credit insurance. • Field-based role with sales target of £50 million p.a. (10% of total business unit turnover). • Provided training and account support to the largest client (HomeForm Group - retailers of fitted home improvement products), which covered 13 regions and ~400 sales staff in Southern England and Wales. Increased business volumes by 20%. • Ran a dealer onboarding optimization program reducing onboarding time from 45 days to 25. Show less