Experienced leader of CX consulting teams dedicated to helping clients enhance their customer experience strategies, optimize technology solutions, and drive successful transformation initiatives. Skilled in guiding teams to assess current-state CX operations, identify improvement opportunities, and develop strategic roadmaps that align with business goals.

• Leads customer experience transformation engagements involving gathering and analyzing voice of the customer data, customer journey mapping, and defining strategies and solutions to drive customer engagement and satisfaction

• Performs Capability Assessments including an audit of client platforms, productivity tools, people, and processes, authors actionable recommendations, and presents findings to guide clients on where to make changes based on anticipated benefits.

• Develops technical and strategic roadmaps consisting of prioritized and sequenced projects aligned to levels-of-effort, cost, benefits, and metrics comprising a transformation program

Leads customer experience transformation engagements involving gathering and analyzing voice of the customer data, customer journey mapping, and defining strategies and solutions to drive customer engagement and satisfaction

• Directs a team of consultants in executing CX transformation projects, overseeing staffing, hiring, and professional development to drive team excellence and client success.

Supports Account Executives pre-sales to set win strategy, identify best-of-breed solutions, prepare proposals, design prototypes, and deliver demonstrations. Post-sales, delivers solutions, drives for customer success by ensuring implementation is aligned to business drivers, managing change, and conducting knowledge transfer.

• Works with Sales to set a win strategy, build use cases and other supporting collateral, and presents proposals to prospects. Demonstrates a clear understanding of the prospect’s business needs and how the proposed solutions can deliver measurable benefits.

• Designs and delivers self-service solutions to meet business needs and satisfy functional requirements adhering to best practice and reflecting user-centered design. These solutions include Natural Language, ASR, multi-modal, and messaging interfaces conforming to industry best practices as well as customer-centric design.

• Designs custom demos to showcase the features, capabilities, form-factor, and benefits of proposed solution and presents to key executives, stakeholders, and influencers.

• Performs Capability Assessments including an audit of client platforms, productivity tools, people, and processes, authors actionable recommendations, and presents findings to guide client on where to make changes based on anticipated benefits.

• Teams with stakeholders across the enterprise to elicit business drivers and requirements, devise solutions involving people, process, and technology to address business needs, and map the value of the solution to benefits and KPIs.

• Leads customer experience transformation engagements involving gathering and analyzing voice of the customer data, customer journey mapping, and defining strategies and solutions to drive customer engagement and satisfaction.

• Develops technical and strategic roadmaps consisting of prioritized and sequenced projects aligned to levels-of-effort, cost, benefits, and metrics comprising a transformation program.

Manages a team of Interaction Designers who deliver speech recognitions, Natural Language, multi-modal, and IVR-to-Chat solutions for Enterprise clients. Leverages experience in interaction design, usability research, information architecture, linguistics, and data to craft effective user-centered experiences.

• Directed interaction design team with overall responsibility for their productivity, career growth, retention and compensation. Direct reports included managers and individual contributors.

• Hired, trained, and retained talent, mentoring and developing team members to support their ongoing skills and career development.

• Established and trained a team to categorize natural language data for the training of statistical models, creating and refining processes to improve the quality and efficiency of these efforts.

• Acted as client’s escalation path, interacting with senior management, internally and externally. Responsible for client satisfaction with engagement, deliverables, and staff.

Manages a team of Interaction Designers who deliver speech recognitions, Natural Language, multi-modal, and IVR-to-Chat solutions for Enterprise clients. Leverages experience in interaction design, usability research, information architecture, linguistics, and data to craft effective user-centered experiences.

PTP partners with organizations to provide innovative customer experience (CX) solutions that transform how they engage their customers across marketing, sales, and contact center.

As a Solution Consultant, I work with clients pre- and post-sales to identify opportunities, design solutions, set strategy, and execute on Strategic Roadmaps to transform the CX our clients deliver to consumers.

• Formed and led Strategic Services team to work with pre and post-sales to uncover key business drivers and operational needs, mapped technical and process-oriented solutions to meet those needs and developed strategic roadmaps to transform the customer experience those clients were providing to their end-customers.

• Redesigned confirmation strategy of a 16-character serial number collection improving automation rates by more than 5% across multiple locales.

• Collaborated with clients to analyze performance of delivered solutions, identify opportunities for additional services and solutions driving retention and growth.

• Tracked changes within client organizations to effectively manage the change, develop new relationships, an identify new resultant opportunities.

• Redesigned the confirmation strategy of a 16-character serial number collection improving automation rates by more than 5% across multiple locales.