Commerce |
| Tommy Bahama | 2010 to Present |
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Senior Executive, Strategic Advisor and Project Leader
Responsible for developing and executing strategic and tactical customer operations and technology plans to support the next phase of the company’s growth. One year contract role ending in June 2011. |
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Independent Consulting |
| Leadership Excellence | 2007 to Present |
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Principal and Founder
Conduct in-depth organizational assessments; evaluate technology solutions; develop strategic and tactical plans, and advise senior executives at multiple well-known brands. |
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Travel & Leisure |
| Expedia, Inc. | 2005 to 2007 |
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Senior Vice President, Business & Customer Operations
Led 4000+ associates handling over 20 million calls annually generating over $1B in gross travel bookings with global responsibility to transform contact center and fulfillment operations. |
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Life Science & Healthcare |
| Fisher Scientific International | 2003 to 2005 |
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Vice President, Customer Service
Oversaw highly complex B2B sales and service organization with 650+ contact center associates and over 100 on-site customer locations. Additional responsibility to drive corporate-wide strategic transformation of customer processes utilizing Siebel CRM solutions.
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Travel & Leisure |
| Rosenbluth Up|Stream Division |
2000 to 2002 |
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Vice President, Global Operations and Customer Care
Joined start-up division as leader of 1200+ associates worldwide delivering $45M in annual BPO revenue. Responsible for designing and executing a contact center strategy and associated infrastructure. |
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High Tech
 View Angie's Apple Interview |
| Apple Computer, Inc. |
1999 to 2000 |
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Vice President, Worldwide Technical Support & Customer Service
Responsible for the turnaround and growth of Apple’s global technical support and customer service in advance of the iMac launch. Co-founded the AppleCare brand and oversaw development of the AppleCare website. |
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Banking |
| Sanwa Bank International |
1996 to 1999 |
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Vice President, Direct Banking
Industry outsider brought in to develop and implement break-through direct banking strategy to position this $8B California division as an industry leader in service.
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Catalog Retail |
| Eddie Bauer, Inc. |
1994 to 1996 |
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Division Vice President, Catalog Sales & Service
Led 1400+ call center associates handling over 10 million calls annually generating $400M in annual catalog sales. |
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Health & Fitness |
| NordicTrack, Inc. |
1991 to 1993 |
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Director of Direct Sales and Administration
Responsible for building and leading a highly scalable cutting-edge call center in support of aggressive 2-year growth from $85M to $250M in annual sales.
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Information Technology |
| Honeywell International |
1984 to 1991 |
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Manager of Corporate Telecom Support;
Supervisor of Corporate Telephone Services
Seven years in corporate IT organization supporting the training and support of leading edge Ericsson digital telecom equipment. |
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Technology Manufacturer |
| Tektronix, Inc. |
1978 to 1984 |
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Manager of National Customer Service Center;
Supervisor of Field Office Administrative Services;
Executive Assistant
Launch of career with multiple positions of increasing responsibility.
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425.785.5578 | 
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