Profile

Founder and CXO,
Innovative CX Solutions, LLC
CXPA BOARD OF DIRECTORS

Contact Details

Innovative CX Solutions, LLC
Lakeway, TX

Bio

Innovative and visionary executive with an exemplary record of providing customer-driven solutions to companies in high growth or rapidly changing business environments. Provides a unique perspective as a thought leader, consultant, practitioner and business partner in customer experience design and execution to help companies become easy to do business with. Action-oriented, strategic thinker who drives substantial improvements in the overall customer experience through improved business and employee performance. Combines a diverse background in sales, marketing, operations, contact center leadership, customer service and customer experience to create new and effective solutions to complex business challenges across all customer touchpoints. Drives customer retention increases by spearheading creative marketing campaigns to at-risk customers. Adept at leading large, multi-site, customer support operations in global locations. Proven ability to generate multimillion dollar cost reductions by leveraging and aligning people, process and tools while improving customer satisfaction. Builds cross-functional, high performing teams. Establishes clear strategic priorities utilizing data-driven decision making and optimizing investments. Acknowledged for excellence in motivational, communication and interpersonal skills.

Industry

  • Consulting

Job History

Customer Experience Professionals Association
Member of the Board
March 2015 - present

SOCAP International
Member of the Board
February 2015 - present

Customer Experience Professionals Association
CX Expert
December 2014 - present

University of Minnesota
Sr. Lecturer - Supply Chain and Operations Management Carlson School of Management
August 2014 - present

Avtex Solutions, LLC
Chief Experience Officer
January 2014 - present

Avtex Solutions, LLC
Chief Experience Officer
January 2014 - present

University of St. Thomas
Guest Lecturer - MBA Service Operations Courses
February 2011 - present

Thomson Reuters
Senior Vice President - Customer Experience
February 2007 - December 2013

Ceridian
SVP Operations
July 2003 - February 2007

efunds
Vice President Global Operations
January 2001 - January 2003

Deluxe Corporation
Director, Customer Care Operations
July 1986 - January 2001

Designation

  • CCXP