Experience

Los Altos School District

• United States
• Education Management
• 200 - 300 Employee

• Volunteer Tutor, Mentor and Student Advocate

  • Sep 2020 - Present

  I am a volunteer tutor and mentor to students in 2nd grade through high school. I work intensively with a handful of students, helping them in all academic areas. I partner closely with the parents in supporting their children. I work through Mentor Tutor Connection, which partners with our local school districts. I am a volunteer tutor and mentor to students in 2nd grade through high school. I work intensively with a handful of students, helping them in all academic areas. I partner closely with the parents in supporting their children. I work through Mentor Tutor Connection, which partners with our local school districts.



PMB Consulting, LLC

• Principal Consultant

  • Mar 2010 - Feb 2021

  Selected consulting engagements: Customer Experience and Services, Auris Health - In the role of the interim head of service I planned the service delivery strategy, staffing plan, information systems design, as well as service pricing and the service P&L projections. - Defined and implemented a comprehensive approach to customer support, designed to drive adoption and the highest levels of customer satisfaction. - Implemented a suite of systems, including a… Show more Selected consulting engagements: Customer Experience and Services, Auris Health - In the role of the interim head of service I planned the service delivery strategy, staffing plan, information systems design, as well as service pricing and the service P&L projections. - Defined and implemented a comprehensive approach to customer support, designed to drive adoption and the highest levels of customer satisfaction. - Implemented a suite of systems, including a customer portal, to support all order to cash processes. Customer Experience and Services, RefleXion Medical - Defined the complete customer journey from initial awareness through implementation. - Defined the customer support process flow and translated to system requirements for the implementation of Salesforce Service Cloud and Field Service Lightening. Customer Services, Potrero Medical - Worked with the Potrero team to map the overall service and support strategy, inclusive of the customer experience, process flows, and information system requirements. Conducted market research to test support offerings, drafted the support agreements, and forecast the services P&L. Customer Loyalty Project, Accuray - Launched a comprehensive initiative to improve customer loyalty. Targeted selected customers for in-depth interviews. Activated local teams to respond to customer needs and led the corporate level organization in defining systemic improvements to drive loyalty improvements. Service Portfolio, Accuray - Conducted global market research to redefine the service portfolio. Went from brainstorming to launch in five months. Services Marketing, FEI Company, now Thermo Fisher - Drove strategic planning to chart the turnaround of a service business that had lagging customer satisfaction and weak financial performance. Show less Selected consulting engagements: Customer Experience and Services, Auris Health - In the role of the interim head of service I planned the service delivery strategy, staffing plan, information systems design, as well as service pricing and the service P&L projections. - Defined and implemented a comprehensive approach to customer support, designed to drive adoption and the highest levels of customer satisfaction. - Implemented a suite of systems, including a… Show more Selected consulting engagements: Customer Experience and Services, Auris Health - In the role of the interim head of service I planned the service delivery strategy, staffing plan, information systems design, as well as service pricing and the service P&L projections. - Defined and implemented a comprehensive approach to customer support, designed to drive adoption and the highest levels of customer satisfaction. - Implemented a suite of systems, including a customer portal, to support all order to cash processes. Customer Experience and Services, RefleXion Medical - Defined the complete customer journey from initial awareness through implementation. - Defined the customer support process flow and translated to system requirements for the implementation of Salesforce Service Cloud and Field Service Lightening. Customer Services, Potrero Medical - Worked with the Potrero team to map the overall service and support strategy, inclusive of the customer experience, process flows, and information system requirements. Conducted market research to test support offerings, drafted the support agreements, and forecast the services P&L. Customer Loyalty Project, Accuray - Launched a comprehensive initiative to improve customer loyalty. Targeted selected customers for in-depth interviews. Activated local teams to respond to customer needs and led the corporate level organization in defining systemic improvements to drive loyalty improvements. Service Portfolio, Accuray - Conducted global market research to redefine the service portfolio. Went from brainstorming to launch in five months. Services Marketing, FEI Company, now Thermo Fisher - Drove strategic planning to chart the turnaround of a service business that had lagging customer satisfaction and weak financial performance. Show less



VARIAN MEDICAL

• India
• IT Services and IT Consulting

• Director, Upgrades Business and Market Research

  • 2006 - 2009

  • Drove overall management of a $130M after-market product business. Annual results consistently exceeded revenue and order goals. • Implemented a tool to coordinate sales coverage between field and inside sales, resulting in 2009 orders that were 106% of plan when the US market was down 20%. • Partnered closely with field sales to define customer drivers for program leverage. Defined and implemented a comprehensive suite of marketing programs to drive results. • Launched ROI… Show more • Drove overall management of a $130M after-market product business. Annual results consistently exceeded revenue and order goals. • Implemented a tool to coordinate sales coverage between field and inside sales, resulting in 2009 orders that were 106% of plan when the US market was down 20%. • Partnered closely with field sales to define customer drivers for program leverage. Defined and implemented a comprehensive suite of marketing programs to drive results. • Launched ROI tools to enable customers to quantify cash flow benefits from purchase. • Managed Market Research function and created a new web portal with comprehensive tools for direct sales and global distributors.

• Business Lead for SAP Implementation

  • 2008 - 2008

  • Business Lead for SAP implementation across the entire division. Refocused the business team that missed the go-live date and led the global, cross-functional team to a successful launch 90 days later.



Siemens Medical

• Germany
• Medical Practices

• Marketing Director

  • 2004 - 2005

  • Managed a team of fifteen marketing professionals responsible for Field Marketing, Demand Generation and Market Research.

• National Sales Director, Inside Sales

  • 2002 - 2004

  • Led the creation of sales teams to drive the USA after-market sales across the entire Siemens medical product line including information systems and medical diagnostic products. Total team was 50 professionals. • Achieved 133% of total order plan. Largest order was the complete outsourcing of a hospital IT department, valued in the millions of dollars. • Reversed a long-term trend of flat sales to small accounts to consistently grow at 15% per year. • Built an outbound… Show more • Led the creation of sales teams to drive the USA after-market sales across the entire Siemens medical product line including information systems and medical diagnostic products. Total team was 50 professionals. • Achieved 133% of total order plan. Largest order was the complete outsourcing of a hospital IT department, valued in the millions of dollars. • Reversed a long-term trend of flat sales to small accounts to consistently grow at 15% per year. • Built an outbound telemarketing team to cold call and qualify inbound leads. • Collaborated with the data analysis team to define target customers for prospecting and partnered with the events marketing team to channel customers into webinars. • Key leader in Siebel CRM implementation for Siemens Medical USA.



Acuson

• Medical Equipment Manufacturing

• Director, Services and Upgrades Marketing and Sales

  • 1996 - 2002

  • Built a complete organization to drive add-on sales to customers: Inside Sales teams for products and services, a telemarketing team to develop and qualify new business leads, and a marketing team for all strategic and tactical marketing. Quadrupled the business and averaged 108% of order quota over an 8 year span. Telemarketing leads resulted in $53M of closed orders over 2 ½ years. • Led the global sales and marketing teams through a critical product line transition, launching a new… Show more • Built a complete organization to drive add-on sales to customers: Inside Sales teams for products and services, a telemarketing team to develop and qualify new business leads, and a marketing team for all strategic and tactical marketing. Quadrupled the business and averaged 108% of order quota over an 8 year span. Telemarketing leads resulted in $53M of closed orders over 2 ½ years. • Led the global sales and marketing teams through a critical product line transition, launching a new ultrasound brand while selling $500M in product add-ons and services of the discontinued product line. • Leveraged qualitative and quantitative market research to redefine service products. • Created focused Inside Sales team dedicated to services offerings. In the first year, the team sold $70M, 111% of quota. • Installed CRM system to support direct marketing, account management and sales forecasting. • Created analytical models for conceptualizing business results, developed tools to gather on-going results, and established models for long-term business projections. • Responsible for sales support operations: restructured the team and introduced process improvements to reduce cycle time and improve quality of the order booking process. • Built outstanding reputation for sales performance and service, as the team consistently delivered strong order results and achieved the highest customer satisfaction ratings. • Groomed and developed staff members with outstanding leadership potential and promoted them into direct management roles Show less • Built a complete organization to drive add-on sales to customers: Inside Sales teams for products and services, a telemarketing team to develop and qualify new business leads, and a marketing team for all strategic and tactical marketing. Quadrupled the business and averaged 108% of order quota over an 8 year span. Telemarketing leads resulted in $53M of closed orders over 2 ½ years. • Led the global sales and marketing teams through a critical product line transition, launching a new… Show more • Built a complete organization to drive add-on sales to customers: Inside Sales teams for products and services, a telemarketing team to develop and qualify new business leads, and a marketing team for all strategic and tactical marketing. Quadrupled the business and averaged 108% of order quota over an 8 year span. Telemarketing leads resulted in $53M of closed orders over 2 ½ years. • Led the global sales and marketing teams through a critical product line transition, launching a new ultrasound brand while selling $500M in product add-ons and services of the discontinued product line. • Leveraged qualitative and quantitative market research to redefine service products. • Created focused Inside Sales team dedicated to services offerings. In the first year, the team sold $70M, 111% of quota. • Installed CRM system to support direct marketing, account management and sales forecasting. • Created analytical models for conceptualizing business results, developed tools to gather on-going results, and established models for long-term business projections. • Responsible for sales support operations: restructured the team and introduced process improvements to reduce cycle time and improve quality of the order booking process. • Built outstanding reputation for sales performance and service, as the team consistently delivered strong order results and achieved the highest customer satisfaction ratings. • Groomed and developed staff members with outstanding leadership potential and promoted them into direct management roles Show less

• Director, International Business Unit

  • 1994 - 1995

• Manager, Inside Sales and Customer Services

  • 1989 - 1994