Experience

Solugenix

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Vice President, Customer Experience and Support Services

  • Nov 2019 - Present

  Solugenix is more than a help desk. Our core competency is providing the people, systems and structures your company needs to handle the vast array of operational challenges that come your way. In this role, I partner with restaurant and retail technology leaders to provide multi-channel, single point of contact support to franchisees, with a focus on using proactive monitoring tools to reduce downtime. A key component of this role is working with CFOs and other key stakeholders to… Show more Solugenix is more than a help desk. Our core competency is providing the people, systems and structures your company needs to handle the vast array of operational challenges that come your way. In this role, I partner with restaurant and retail technology leaders to provide multi-channel, single point of contact support to franchisees, with a focus on using proactive monitoring tools to reduce downtime. A key component of this role is working with CFOs and other key stakeholders to identify opportunities for automation. I also work alongside data scientists to deliver comprehensive reporting to improve the user experience. Fintech is another area of expertise, where I have collaborated with CX professionals in the industry to reduce call/contact volume by deploying data collection to improve member experience. Show less Solugenix is more than a help desk. Our core competency is providing the people, systems and structures your company needs to handle the vast array of operational challenges that come your way. In this role, I partner with restaurant and retail technology leaders to provide multi-channel, single point of contact support to franchisees, with a focus on using proactive monitoring tools to reduce downtime. A key component of this role is working with CFOs and other key stakeholders to… Show more Solugenix is more than a help desk. Our core competency is providing the people, systems and structures your company needs to handle the vast array of operational challenges that come your way. In this role, I partner with restaurant and retail technology leaders to provide multi-channel, single point of contact support to franchisees, with a focus on using proactive monitoring tools to reduce downtime. A key component of this role is working with CFOs and other key stakeholders to identify opportunities for automation. I also work alongside data scientists to deliver comprehensive reporting to improve the user experience. Fintech is another area of expertise, where I have collaborated with CX professionals in the industry to reduce call/contact volume by deploying data collection to improve member experience. Show less



Chief

• United States
• Think Tanks
• 700 & Above Employee

• Chief Member

  • Aug 2020 - Aug 2022



SEI LLC

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• President

  • Mar 2011 - Nov 2019

  SEI partnered with some of the world's leading brands to deliver customized customer and employee support models. In this role, I worked with VPs of Technology and Product Managers to design and implement creative help desk and contact center solutions to meet the quality standards of the brand. Our partners included companies like BMW, eHarmony, Citibank, Sonic Drive-In and Jiffy Lube. While primarily focused on US-based solutions, I also managed support solutions for clients… Show more SEI partnered with some of the world's leading brands to deliver customized customer and employee support models. In this role, I worked with VPs of Technology and Product Managers to design and implement creative help desk and contact center solutions to meet the quality standards of the brand. Our partners included companies like BMW, eHarmony, Citibank, Sonic Drive-In and Jiffy Lube. While primarily focused on US-based solutions, I also managed support solutions for clients with customers in Europe and Asia.

• SVP, Global Operations

  • Jan 2010 - Mar 2011

  As SVP, Global Operations, I worked with BMW marketing leaders to launch 24x7 emergency and concierge services across Europe to serve BMW drivers across the continent. To meet these objectives we developed a new call center application to ensure the unique needs of emergency call and concierge services across multiple countries were met and worked with 3rd party supplier to integrate car navigation technology into call handling tool.



Verety LLC

• IT Services and IT Consulting
• 1 - 100 Employee

• Vice President, Operations

  • Aug 2008 - Jan 2010

  Verety, LLC led the innovation of a remote order center for McDonald's. As part of Verety, I grew a home-based order-taker operation that exceeded quality goals and helped franchisees increase drive-thru throughput. I worked with the team to incorporate regional and national marketing programs, in addition to regional customer preferences, to deliver an improved customer experience.

• Vice President, Business Development and Planning

  • Jan 2007 - Aug 2008

• Executive Director, Operations

  • Aug 2005 - Dec 2006

• Program Director

  • Aug 2004 - Aug 2005



SEI LLC

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Corporate Communications Manager

  • 2001 - Aug 2004



Headhunter.net

• Marketing Manager

  • 2000 - 2001



Comark LLC

• IT Services and IT Consulting
• 1 - 100 Employee

• Marketing Support Manager

  • 1998 - 2000



Spiegel

• United States
• Retail
• 1 - 100 Employee

• Copywriter

  • 1996 - 1997