Experience

Clear Harbor

• United States
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Chief Operating Officer

  • Oct 2010 - Present

  My role at Clear Harbor requires me to be more than a “scoreboard watcher.” My approach is collaborative, interactive, and focused on expanding the knowledge and capabilities of our people. Our goal is to continually move associates toward a state of “mastery” that allows them to perform at the highest levels in serving customers. Our success hinges on:• Understanding each client’s brand vision and desired customer experience• Helping employees achieve job satisfaction and career growth • Finding and developing new leaders • Facilitating a collaborative work environment• Anticipating trends that affect our workforce and clients• Providing the best technology and tools• Creating a data-driven organization, top to bottom• Using visual management at all levels In traditional outsourcing, hourly labor cost is the primary concern. The strategy and brand mirroring approach we’ve developed at Clear Harbor is focused on a client’s total cost of brand ownership (TCBO). As a TCBO champion, I make sure our teams stay focused on ALL areas that impact a client’s brand value, including specific disciplines for: • Foundational alignment to ensure we create a solid foundation for client brand protection; • Longitudinal management to connect, orchestrate and calibrate all the relationships and processes that ensure a successful customer experience; and• Agent optimization to provide a mastery-driven approach to ensuring successful customer interactions. From upper management to front-line agents and associates, those at every level are encouraged to bring fresh ideas that help us continually push the envelope on client results. I marshall whatever resources are needed – funding, operating procedures, IT, facilities, etc. – to help our associates successfully reflect the brands they represent. It is a never-ending process of applying creative thinking to stay ahead of trends, avoid pitfalls and deliver the best possible experience for the customers we serve. Show less

• SVP Operations

  • 2008 - Nov 2010



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• RVP Customer Care

  • 2000 - 2007