Largest global on-line travel retailer that includes well known brands such as Hotels.com, Expedia.com, Hotwire.com, Trip Advisor and Classic Vacations.

Senior VIce President, Business Operations
Led 4000 associates who handle over 20 million calls annually and generate over $1B in annual gross travel bookings with an annual operating budget of $140M. Global responsibility to transform contact center and back office fulfillment infrastructure and renegotiate multiple outsource contracts.

• Oversaw the integrating of operational functions for hotels.com, expedia.com and hotwire.com resulting in a more consistent traveler experience and significant reduction in cost without compromising quality.
• Directed the design, implementation and integration of new and existing infrastructure technologies - new IP backbone network; new IVR/CTI/ECR; integration of Aspect AIM, Knowlagent, and NICE workforce optimization tools; redesign of agent desktop.
• Completed global RFP and contract negotiations for contact center outsourcing that has resulted in a $24M annual savings.
• Planned and executed the ramp-up and sunset of multiple outsource and owned locations to new relationships in El Salvador and other global locations.
• Restructured relationship and contract with major back office fulfillment supplier resulting in new $40M deal generating annual savings of over $11M.
• Designed flexible and scalable organization structure to work in partnership with all Expedia Inc. lines of business.
• Championed the launch of Lean Six Sigma through a dedicated team of Black Belts and Analysts in addition to the roll out of Green Belt training for key functional areas.

A $5.0B distributor and world leader in serving science through 600,000 products sold to over 350,000 customers in the research, clinical laboratory, and safety markets.

Vice President, Customer Service
Responsible for leadership of 650 associates located in 4 primary centers and close to 100 customer locations with an annual operating budget of $40M. Also responsible for a corporate wide strategic project to design and deploy Siebel CRM applications across multiple lines of business.

• Developed three-year transformation plan to upgrade aging technology and transform a rigid mainframe-based order taking culture into a flexible CRM-based strategic sales advantage.
• Successfully executed year one of the transformation plan by upgrading and reconfiguring the telephony infrastructure (MCI ECR services; Cisco ICM; and Avaya ACD).
• Established cross-functional design teams that developed detailed requirements for newly acquired Siebel applications utilizing middleware architecture in front of a CICS mainframe environment, and evaluate and recommend workforce optimization applications including workforce management; voice and data quality management; performance metrics; and eLearning delivery to the desktop.
• Restructured the organization to provide focus and accountability for on-site customer operations, back office and specialty function operations, centralized command center operations, and the primary customer care operations. Updated job descriptions, realigned compensation, established incentive programs, and increased training initiatives.
• Developed operational and technology plans to integrate planned workforce optimization software with new Siebel CRM applications.
• Established a balanced business scorecard to capture and report on new operating and financial metrics.

Third largest privately held global travel management firm, known for innovative travel technology and high quality customer service. Company was sold to American Express in 2003.

Vice President, Global Operations and Customer Care
Responsible for leadership of start-up business with 1200 associates delivering $45M in revenue across 8 global locations through 5.5 million annual billable contacts.

• Developed operational and technology plans to provide a scalable foundation for new business venture and position Up|Stream to become a public company.
• Established new organization design structure consolidating functions and lines of business for rapid scalability.
• Developed operational and technology CRM plans incorporating customer profiling, multi-media contact management, speech-enabled IVR, CTI, and analytical tools.
• Established a balanced business scorecard to capture and report on new operating and financial metrics.
• Led extensive change management effort to transform a transaction based cost center into a web based multi-media profit center.
• Initiated a design team and laboratory environment to develop and test new business process flows and software applications.
• Led team to evaluate and recommend workforce and capacity management tools and processes including new application software, hardware upgrades, and intelligent routing.
• Directed the development of new multi-media training and leadership development programs.
• Evaluated joint venture opportunity with major financial organization in India to offer lower cost fulfillment solutions.
• Evaluated partnership with Mid-West regional bank to expand business into non-travel vertical markets.

Apple ignited the personal computer revolution in the 1970s with the Apple II, reinvented the personal computer in the 1980s with the Macintosh, and again in 1998 with the iMac.

Vice President, Worldwide Customer Support
Responsible for turnaround of Apple's global technical support and customer service team of 2200 associates handling over 5 million calls annually with an operating budget of $65M. Broad authority for strategy, operations, and resources for the company's internal and outsourced call centers and AppleCare web site.

• Co-developed the AppleCare brand and associated service oriented products to generate new revenue stream and meet a break-even technical support strategy.
• Responsible for turnaround of Apple's global technical support and customer service team with broad authority for strategy, operations, and the AppleCare website.
• Directed needs assessment and design for new global backbone network reducing long distance charges, implementing computer telephony integration (CTI), intelligent call routing (ICR), and a global "follow the sun" support model.
• Led corporate team to design new iCustomer database and leading edge software applications such as speech recognition and computer telephony integration (CTI) to support the company's CRM strategy.
• Directed design, construction, and move-in of new state-of-the-art Austin, TX facility, oversaw design of Cork, Ireland facility, and consulted for new Japan site in Okinawa.
• Designed new organization structures to consolidate functions, update job descriptions, improve compensation, and implement bonus pay for the frontline.
• Directed development of new training programs to balance technical support with higher degrees of customer service and the ability to sell additional customer solutions.
• Directed new capacity planning formulas to determine long-range space requirements, increase forecasting accuracy, and improve staffing plans.
• Directed the evaluation and purchase of knowledge management tools by vendors such as Ask Jeeves, Neuromedia, ServiceWare, and Kanisa.

Fourth largest bank in California with assets over $8 billion and 110 branches, is a subsidiary of Sanwa Bank Limited, eighth largest bank in the world, located in Tokyo, Japan.

Vice President, Direct Banking
Industry outsider brought in to develop and implement a break-through direct banking strategy to position the bank as an industry leader in the application of CRM technology.

• Designed and implemented a redesign of Versatility CRM software (now owned by Oracle) to identify the bank's customers, their products and services, and their value to the bank.
• Influenced significant banking industry change as highlighted in Bank Systems + Technology, American Banker, and Network Magazine; and achieved record attendance at Bank Administration Institute (BAI) speaking engagement, Incorporating Successful Retail Strategies into the Bank Call Center.
• Delivered a 200% increase in telephone sales and 75% improvement in process efficiencies while significantly improving customer satisfaction to over 96% fully satisfied.
• Directed development of new modular training programs that received an award for Outstanding Achievement in Performance Improvement from the LA-ISPI Chapter.
• Directed design and implementation of expanded IVR functionality to improve the customer experience, expand automated options such as funds transfers, stop payments, and a "0" option to speak to a representative.
• Developed and implemented CTI using Versatility Open Tel (based on a Dialogic system) to provide screen pops at the desktop of the customer profile.

Global retailer owned by Spiegel, Inc. whose products are sold in over 650 stores, online, and through catalog distribution of over 100 million annually.

Division Vice President, Catalog Sales and Customer Satisfaction
Responsible for Eddie Bauer's catalog call center strategy, operations, and 1400 resources handling over 10 million annual calls generating over $400 million in sales and an annual operating budget of $25M.

• Directed the evaluation, purchase, and implementation of an Aspect 500R ACD to replace aging technology, provide increased call handling capacity, and improve service levels.
• Oversaw the hiring and training of 800-1000 seasonal resources annually to support critical peak holiday call volumes.
• Member of cross-functional business team (consisting of 8 members representing all corporate functions) that ran day-to-day operations of the $400MM catalog business.
• Grew weekly special sales from $2MM to over $15MM in under two years.
• Expanded the role of Customer Advocate and created a "Voice of the Customer" program for improvement of product and business processes.
• Directed design and approval of new call center facility in Bothell, WA to house 1200 seats.