Board Member

• Jan 2023 - Present

Dog Trainer

• 2022 - Present

Consultant / Owner

• Jan 2019 - Present

CLS CONSULTING, Atlanta, GA Owner/Principal 2019 - Present Expertise includes: - Customer experience - Loyalty programs - Product development and planning - Customer care and service recovery - Project management and delivery - Leadership development and coaching CLS CONSULTING, Atlanta, GA Owner/Principal 2019 - Present Expertise includes: - Customer experience - Loyalty programs - Product development and planning - Customer care and service recovery - Project management and delivery - Leadership development and coaching

Board Member

• Jul 2019 - Jun 2023

Public member of Board of Directors. Committee work includes Finance, Diversity-Equity-Inclusion. Add commercial and customer experience perspective and considerations to Board and team of nursing and certification experts. Public member of Board of Directors. Committee work includes Finance, Diversity-Equity-Inclusion. Add commercial and customer experience perspective and considerations to Board and team of nursing and certification experts.

Director, Customer Experience Integration

• 2017 - 2018

Developed and led cross-divisional corporate program rollout in high-level initiative to support Customer Experience (CX) pillar in corporate strategy impacting 90K employees with multimillion-dollar budget. Led comprehensive program development, training, and integration of CX strategy into overall culture, from hiring and onboarding through entire employee tenure. Oversaw all communication, impact measurement, budget, and program management. Drove cultural shift to focus on delivery of consistent, exceptional experiences by customer-facing employees and leaders, setting expectations through training to raise the bar for CX, measuring results down to employee level for service to 200M customers annually.- Launched program within 3 months by working with strategic partners, identifying beta location, gaining buy-in from operating groups, designing curriculum, training facilitators, and establishing pilot program, rolling out to Atlanta, followed by systemwide integration.- Increased customer satisfaction with quality of interaction with trained team members by 10%. Collaborated with leaders to sustain momentum and create feedback loop with employees, leaders, and customers.- Guided and led CX research via employee focus groups and customer survey data, listening to frontline staff, analyzing data to understand pain points, low sentiment, challenges, and barriers, creating strategies to address issues identified.- Recommended changes in hiring practices and employee training, introducing new way of engaging with customers. Show less

Director, Customer Solutions - Customer Care

• 2016 - 2017

Managed analysis of international and domestic operations and prioritized customer care challenges to anticipate and proactively improve customer satisfaction.- Led service recovery study with Boston Consulting Group (BCG), resulting in development of tool to improve management of customer compensation. Improved productivity of employees handling customer complaints by 12%, and reducing compensation by 4% during tool proof of concept study.- Developed and led cross-divisional working teams and steering committee to identify key service failures and define proactive strategies and tactics to minimize risk of post-event complaints, resulting in complaint reduction of 18%. Show less

Director, Marketing, Airport and Onboard Product

• 2014 - 2016

Directed customer experience aspect of corporate product development and airport processes. - Developed strategies and plan for aircraft interior changes, including look and feel of cabin and introduction of new Delta One suites. Led J.D. Power relationship and engagement to understand drivers and criteria for voice of the customer (VOC).- Led team to develop business case and plan for aircraft interior designs for existing and new aircraft, including new private Delta One suites, refreshing and modernizing features and sustaining competitive advantage. - Implemented boarding process changes in Atlanta, improving customer satisfaction by 12%, reducing gate congestion, and increasing employee satisfaction. - Established product brand standards for aircraft and airport, driving consistent experience. - Contributed to 3-point increase in NPS score by developing and initiating implementation of Wi-Fi, entertainment, and onboard product strategies. Show less

Director, Marketing, Ancillary Revenue

• 2012 - 2014

Led cross-divisional development of 3-year plan to grow consumer ancillary products to total $1.3B in all sales channels. Directed sales operation team to design streamlined sales process and robust communication strategy, improving merchandising for upgraded seating, onboard Wi-Fi, and entertainment, increasing incremental revenue 47% to $622M.  Spearheaded strategy development and demonstrated potential benefit to offering onboard Wi-Fi product, implementing transition to high-speed and rolling out plan to increase customer satisfaction by 20%+. Developed business case and convinced C-suite leadership to offer free entertainment as strategy to improve overall customer satisfaction and loyalty. Show less

General Manager, SkyMiles, Ancillary Seats, eCommerce Partnerships, Media and Analytics

• 2005 - 2012

Managed SkyMiles loyalty program, including co-ownership of full P&L valued at $700M annualized revenue. Managed cross-functional teams for Economy Comfort, Sky Magazine, onboard entertainment, and Wi-Fi products, including strategic partners, and third parties in strategy, design, development, and implementation plan. Incubated digital analytics team to support eCommerce. - Led strategy development, implementation of multiple products and program integration, supporting $700M+ in revenue post-bankruptcy and merger of 2 airlines.- Saved $800K in first year by negotiating partnership agreements, streamlining product offerings, and reducing number of partner relationships. - Implemented seamless integration of WorldPerks and SkyMiles program following merger, on time and within budget.- Spearheaded initiative to change accounting of mileage accrual and redemption, creating new P&L for loyalty program.- Designed and launched Economy Comfort products, no-frills economy fare, and availability of preferred and exit row seats, driving initial revenue of $300M. Show less

Manager - Customer Insights and Analytics

• 2003 - 2005

Responsible for selection and project management of CRM platform. Managed team of 2 responsible for management of customer datamart.

Additional Related Experience

• 1983 - 2005

Manager, Decision Support, Customer Insights and Analytics, Project Manager, Customer LoyaltyProject Manager, Reservation Sales, Coordinator, Meeting, Incentive & Group SalesSales Representative, Inside Sales, Group Sales Representative, Reservation Sales