Chief Learning Officer

• Oct 2022 - Present

Chief Learning Officer for the Consortium for Service Innovation - the Only Authorized Certifying Body for KCS

Global Head of Training and Certification - KCS Academy

• May 2019 - Oct 2022

Global Lead, Product Strategy - Knowledge Management, Communities, and Self-Service Portal

• Jan 2018 - May 2019

Global Head, Online Support Services

• Feb 2010 - Jan 2018

Responsible for the Online Service and Knowledge strategy, associated transformation initiatives, and ongoing operations to improve the customer experience, maximize customer Self-Help success, and minimize time to resolve. Business Owner for the online services and knowledge systems and Support communities. Owner of the Microlearning Strategy. Lead the Data Science team to derive many operational metrics and customer insights. Accomplishments: • Developed an analytics and reporting environment to provide operational metrics and customer success for all stakeholders—from individual engineer to Vice President. • Developed and delivered the Knowledge Centered Support training and certification program for Oracle’s 9000 Support Engineers covering seven roles. • Won the 2015 Association for Support Professionals Top Ten Support Sites Award for both My Oracle Support and Cloud Support Portals • Increased the number of customer incidents solved through Self-Help by over one million annually while driving up customer satisfaction. • Speaker at many industry conferences, including TSIA, ASP, Services Strategies, and Consortium for Service Innovation • 2017 Winner of the Innovator Award by Consortium for Services Innovation • Implemented Guided Resolutions to more easily diagnose and solve known problems Show less

Sr. Director, Online Services and Knowledge

• Jan 2004 - Jan 2010

Led a team responsible for defining the strategy and leading the transformation to move more of our Services delivery toward proactive, online and automated services. Business Owner for the online, proactive, and automated tools and systems. Accomplishments:• Won the Technology Services Industry Association (TSIA) award for our Sun Preventative Services• Launched a Remote Resolution initiative to drive down our Field Services costs and improve time to resolution• Integrated Online Support as part of the overall Support Services strategy and readiness planning• Led the effort to unify the knowledge functions in Services• Identified consistently as one of Sun's Top Managers through Sun's Management Excellence assessment program Show less

Sr. Director, Content Services, Sun Learning Services

• Mar 2002 - Jun 2004

Led a group of 130 employees who designed, developed and managed training and knowledge solutions covering Sun's products and services for Sun internal (Sales, Professional Services, Support), Partner, and Customer audiences. Responsible for a $30M budget, of which $14M was used for contractors-- enabling us to scale to effectively meet the training needs with tight headcount controls.Accomplishments:• Consolidated the customer and internal training development, improving costs and time to market Show less

Director, Internal Technical Training

• Oct 1999 - Feb 2002

Led a group of 70 employees who produced training solutions that provided the Sun Enterprise Services, Professional Services and Sales audiences with the knowledge and skills needed to effectively service and support Sun's solutions.Accomplishments:• Effectively reengineered the internal technical training function within Sun from an inefficient decentralized model to a highly efficient centralized model• Grew the budget from $1M to $24M annually by winning many new clients• Won the Sales Training and Professional Services Training accounts as a result of our customer focus, outstanding quality, low price, quick time-to-market, and ability to quickly scale through contractors• Developed and implemented a methodology which resulted in the production and worldwide deployment of high quality (97% student satisfaction) training solutions prior to the revenue release of the associated product, at a much cost lower than industry standards Show less

Western Area Training Maager

• Aug 1998 - Sep 1999

Managed a $25M training business, within Sun Educational Services, delivering training solutions to Sun's customers, resellers, and employees. Responsible for maximizing revenue, contribution margin and quality. Accomplishments:• Grew revenue 50% in one year (to $7M per quarter)• Increased headcount 33% during a tight labor market• Refined the scheduling process to minimize cancellations, increase class availability, increase class sizes, and reduce instructor availability issues• Executive driver for alternative delivery strategies and onsite customized classed that proved to be very successful • Drove the creation of a web-based business management tool to help increase revenue and contribution margin Show less

General Manager, Tandem Education Group

• Jan 1990 - Aug 1998

General Manager, Tandem Education Group, Cupertino, CA (December 1997- August 1998): Led a group of approximately one hundred and thirty employees responsible for developing, marketing, selling, and delivery training solutions on Tandem's product and solutions. Responsible for the internal (Sales, Professional Services, Support, and Engineering) and customer training. Had direct responsibility for worldwide revenue ($15M) and delivery in the United States and indirect responsibility for delivery in the other geographies. Accomplishments: • Drove the implementation of a remote lab delivery infrastructure • Launched the Unified Curriculum initiative, modularizing our training to meet multiple audiences' needs with improved costs and time to market Other Tandem Computers positions held: • Sr. Manager of Training Development and Delivery (October 1995 - December 1997) • Manager of SW Course Development (February 1994 - October 1995) • Product Manager (July 1991 - October 1995) • Senior Education Business Analyst (January 1990 - July 1991) Show less