Experience

Oveana

• United States
• Telephone Call Centers
• 1 - 100 Employee

• Managing Director

  • Jan 2021 - Present

• Business Integration and Operational Excellence Consultant

  • Aug 2018 - Dec 2020

  • Designed and delivered end to end business integration strategy for startup bi-lingual call center supporting Toyota Financial Services• Responsible for solution design, PMO activities up to and including overall governance, technology integration, testing, risk management, supplier and resource management, quality control and stakeholder engagement activities• Established Executive Leadership and Client facing scorecard and management practices resulting in the following:o Increased call center capacity by 300% in first 15 months of implementationo Exceeded Quality Targets, resulting in pay for performance bonuseso Minimized turnover through career mentorship, and inclusive culture– YTD turnover rate is 7% vs. industry average of 20-25%• Key advisor to Executive Leadership team on the development of Corporate Governance and Compliance Program, as well as overall organizational policies and long-term goals of the organization• Authored deployment, and production support plans as well as operational best practices• Established COVID-19 Response Plan• Led Soc 2 Type 2 Audit Show less



BPK Management

• Pittsburgh, Pennsylvania, United States

• Organizational Design and Project Management Consultant

  • May 2018 - Sep 2018

  Organizational Change Management Consultant Sail Energy May 2018 - September 2018 • Delivered organizational change management and communication consulting services in order to transform and optimize customer service delivery strategy • Designed customer journey map • Performed skill gap assessment, defined core competencies and designed customer service KPI’s and scorecard • Established, and successfully rolled out, call quality monitoring practices and peer mentoring program Show less



Excentus

• United States
• Advertising Services
• 1 - 100 Employee

• VP, Program Operations

  • Jun 2016 - Apr 2018

  Full strategic, operating, and P&L responsibility for the daily management of a Business Integration and Project Management team, as well as ownership of a multi-site customer service operation supporting 14+million end-user consumers and over 600 delivery partners for a recognized leader in loyalty marketing.Business Integration/Project Management• Led a team of 6 Business Engineers and Implementation managers responsible for launching and monitoring over 40 program launches, product enhancements and service experience improvements . Projects included the design and development of 20+ client loyalty programs and ongoing marketing initiatives as well as planning and partnering with product development teams across 9 net new product launches• Pioneered critical partner initiatives which resulted in a 42% increase in member activity, and generated 35% in revenue growth in 2017• Primary point of contact for large partners integrating into the Excentus suite of loyalty services. Partners include Shell Oil Products, MasterCard, The Home Depot, T-Mobile, Lyft, Ahold Delhaize, South Eastern Grocers and Citibank• Ongoing evaluation of projects for potential risks and developed procedures to mitigate exposure for timely and uncompromised project deliveryOperations• Spearheaded the development of Innovation and Product Lifecycle management process which transformed the project management service delivery model• Responsible for defining, delivering and optimizing Call Center Operations Strategies up to including ongoing needs assessments, performance reviews, capacity planning, cost/benefit analyses; productivity, quality, customer service delivery standards; partner and end user consumer journey mapping, and analysis • Optimized technical helpdesk support services, and reduced cost to serve by 45%• Developed and implemented a strategic plan designed to enhance current operations and provide the scalability required for planned, continued growth Show less

• Director, Program Operations

  • Sep 2011 - Jun 2016

  Provide strategic direction and ensures successful delivery of technical help desk and end user consumer support for the leading provider of loyalty fuel marketing programs and services. Leads centralized teams focused on providing operational excellence and is accountable for ensuring that daily operations, enterprise programs, and functional projects occur on schedule, within budget, and meet/exceed customer needs, associate expectations and business results.

• Program Management

  • Sep 2010 - Sep 2011

  Responsible for defining and leading implementation efforts of fuel cross marketing programs throughout the US. Additional responsibilities include sales and market development activities related to the expansion of the fuelperks! program, which include but not limited to: establishing innovative ways to increase the overall program value through grass root and social media campaigns, recruitment of additional partners and new product development.



Override

• Oil and Gas
• 1 - 100 Employee

• Director Of Operations and Retail Deployment

  • Dec 2008 - Sep 2010

  A senior leader with Override, an international fuel marketing services company which connects retail partners and consumers with fuel retailers to leverage the power of fuel. Instrumental in turning Override from a corporate project to a wholly owned subsidiary with $14 million in revenue. Primarily responsible for grocer and branded fuel partner relationships, program strategy and national expansion. • Successfully deployed Fuel Marketing program throughout the New England Region and Atlantic Canada which includes 400+ grocery retailers, 1700 Quick Serve Restaurants and over 600 fuel locations, achieving double digit growth in revenue 2008 to 2010 • Designed and Implemented Member-Customer Service outsource strategy, which netted a 68% increase in overall customer satisfaction • Led all aspects of financial and resource planning, including the development of long range plans, annual budgets, and quarterly forecasts through close coordination with local management • Built and maintained all operational and deployment best practices for the entire northeast geography and Canadian operations • Developed short-term and long-term objectives to meet and exceed revenue targets, up to and including monitoring progression in performance, as well as assuring compliance with company standards Show less



Irving Oil

• Canada
• Oil and Gas
• 700 & Above Employee

• HR Business Partner & Innovation and New Business Development

  • Jan 2003 - Dec 2008

  Director of Innovation (April 2006 – June 2007) Responsible for establishing and leading the effort of implementing an Innovation architecture/ blueprint for sustainable long term growth efforts within the marketing arm of a large oil company. Effort included designing and launching process life cycle from concept to commercialized product for the end user consumer. • Designed overall program structure to support the development of Innovation lifecycle within the Marketing Business Units which was grounded in the company’s core values and is supported through the ideas and insights of the front- line employees • Crafted and successfully deployed an Innovation Blueprint across all Business Units which outlined 9 Key business dimensions from the business planning cycle, to engaging employees/customers in creating business solutions through the actual implementation and transfer of ideas. Transformed consumer insights into product solutions that aligned with Irving Oil’s strategic priorities and objectives • Implemented ideation practices and tools to facilitate cross organizational collaboration and change employees/customers in creating business solutions through the actual implementation and transfer of ideas. Transformed consumer insights into product solutions that aligned with Irving Oil’s strategic priorities and objectives  Human Resources Business Partner, (January 2003- May 2006) Responsible for leading change management and organizational design efforts of business transformation initiatives for a division of the company with annual revenue over 1 billion dollars. • Designed organization effectiveness programs to better assess, align, develop and utilize global teams • Led a team of HR professionals responsible for corporate and operational HR functions in US and Canada including compensation and benefits, training and development, organizational design and employee relations  Show less



NCPHS

• Non-profit Organization Management
• 1 - 100 Employee

• Employee Relations Specialist

  • Aug 2001 - Sep 2002

  Human Resources Manager and Employee Relations Rep for a Non-profit organization serving the greater San Francisco Bay Area. As a member of the HR leadership team my responsibilities included: driving the operational and strategic initiatives in the field, including recruitment, compensation and benefits, performance management, retention and rewards, employee relations, worker's comp, in an unionized environment. Hands-on position which required working with culturally diverse front-line employees, senior management, and medical professionals. Role provided exec. level coaching and conflict resolution, ensuring compliance with all state and federal employment statutes and regulations, as well as medical accrediting agency requirements. NCPHS is a mission is based on a commitment to provide for the needs of our residents and promote their quality of life through diversified operations, which offer housing and programs of physical, social, health, and spiritual care. Show less



In-Vision Communications

• Human Resources and Ops Mgr.

  • 1998 - Aug 2001