Aug 2024 – Present · 1 yr 9 mos · Atlanta, Georgia, United States · Remote

• Strategic advisor role to collaborate with visionary leaders, change lives of contact center agents, drive long-term value, and contribute to the company’s continued global impact. With a focus on innovation, growth, and strategic direction, help guide key initiatives and support the company’s mission. Joining a team committed to excellence and transformation aligns with my passion for impactful leadership and forward-thinking strategy.

Sep 2023 – Present · 2 yrs 8 mos · Atlanta, Georgia, United States

• While responsible for operating the business focused on serving people living with disabilities, the role has expanded to help the business look at Inorganic growth opportunities, global expansion of services, and joint ventures that enhance the lives of people living with disabilities.
• Growing the mission threefold in two years, improving operating margin by double digits, creating teams across three continents, and serving clients in new business areas have allowed us to become the largest player in the space.

Sep 2022 – Aug 2023 · 11 mos · Atlanta, Georgia, United States

• At Trajector, our mission is to help our veterans and the underserved and at-risk people living with a disability in their quest to receive all the disability benefits they medically, legally, and ethically qualify for from both government and private entities.
• Millions of Americans struggle to secure their disability benefits due to simple lack of awareness, confusing eligibility standards, and burdensome procedures. We provide an essential and valuable solution for the clients that we serve—bringing clarity and confidence to an otherwise frustrating and emotional process—which we do with empathy and patience. As COO of Trajector’s four businesses (Medical, Disability, Media), my role is to create and operate an organization that helps our clients navigate the complex disability benefits journey to improve their life trajectories.

Mar 2022 – Sep 2022 · 6 mos · Atlanta, Georgia, United States

• With a continued focus on Customer Experience, built on the technology foundation of Coforge, we create the best human-to-human and human-to-machine interaction and experiences. Focused on tech product solution development from a CX lens, bringing the CX lens into all business decisions, and building automation with a CX lens is my focus. As a business strategist and operator, with a deep understanding of how technologies will shape the future of CX, this role helps Coforge continue to lead the world of automation and create the future.

Jan 2021 – Jan 2023 · 2 yrs · Boston, Massachusetts, United States

• Galaxy.AI was founded to implement computer vision and artificial intelligence to solve problems that we encounter in our everyday life. As a strategic advisor to the CEO, my role is to help her innovate the product and help attract new customers and industries.

Jul 2020 – Jan 2023 · 2 yrs 6 mos · Atlanta, Georgia, United States

• Shelters to Shutters (S2S) transitions individuals and families out of homelessness to economic self-sufficiency by educating and engaging the real estate industry to provide employment and housing opportunities. By partnering directly with leading apartment/property management companies, S2S provides opportunities to individuals for employment and housing, two pillars of stability critical to long term economic success. Our apartment industry partners benefit from access to a curated candidate pool and pipeline of highly motivated, ready-to-work individuals to fill their entry-level positions. S2S is an innovative private industry solution to a public social issue providing measurable results and a life-changing impact. Learn more at www.shelterstoshutters.org @shelterstoshutters

Apr 2020 – Feb 2022 · 1 yr 10 mos · Atlanta, Georgia, United States

• Creator and operator of Digitally Empowered Contact Center for all Firstsource clients. We bring the best of humans and machines together to deliver on business outcomes. From existing technologies to emerging technologies, we have stitched an end-to-end digital contact center. Digital First, Digital Now is our attitude as we transform the contact center space.

Aug 2017 – Dec 2020 · 3 yrs 4 mos · Atlanta Metropolitan Area

• Harvard Business School Club of Atlanta dates to the 1930's and serves more than 1,200 alumni in the Atlanta metropolitan area.
• Our purpose is to connect and develop Atlanta Alumni, while making a difference in our community.
• 1. Build and strengthen relationships among Atlanta area alumni.
• 2. Create a forum for alumni to learn about and debate current business and community issues.
• 3. Provide leadership, education, and resources to Georgia NFP organizations to help them make a greater positive impact.
• 4. Promote discourse, contribute new ideas and support a vibrant, dynamic business community in Atlanta.
• 5. Foster an active, lifetime connection between Harvard Business School and its graduates
• in the Atlanta area.

Jun 2016 – Jun 2020 · 4 yrs · Greater Atlanta Area

• The ALS Association is the only nationally affiliated not-for-profit health organization dedicated solely to ALS. The mission of the ALS Association is to find the cause of the disease and discover a cure through global, cutting-edge research. The ALS Association empowers people with Lou Gehrig’s Disease and their families to live fuller lives by providing compassionate care and support.
• As a board member of ALS Association of Georgia, my role is to enhance the support we can provide to ALS patients and their families to ensure the highest quality of life possible. No matter a patient’s situation, the ALS Association of Georgia is available to provide vital services and reliable information.

Oct 2012 – Mar 2020 · 7 yrs 5 mos · Atlanta Metropolitan Area

• Reporting to the President, help drive customer experience across all customer touch points; be the Voice of the Customer at an executive level and lead the development and execution of initiatives to deliver world class experience. Led a four year business transformation that fundamentally changed the companies business model, from physical to digital, from few products to multiple new products, and solutions that drove high customer satisfaction. Major transformation like this involved all departments and functions of the company, and involved folks from the front line to executive branch.

Apr 2008 – Sep 2012 · 4 yrs 5 mos · Atlanta Metropolitan Area

• Responsible for customer experience roadmap and execution for B2B customers for my firm. Managed all aspects of care and technical support for small to mid size business customers.

Mar 2003 – Mar 2008 · 5 yrs · Kansas City Metropolitan Area

• Create and lead the customer experience roadmap for 50M B2B and B2C wireless customers, post Sprint/Nextel merger. Lead post merger integration effort of support centers. Improve and deliver better customer experience across the merged support sites. Charged with aggressive cost synergy and cost reduction goals.

Jun 1995 – Feb 2003 · 7 yrs 8 mos · USA, India, Singapore, HongKong, Australia, UK, Zimbabwe, Brazil

• Joined M&A practice to help clients optimize post-merger operations. Worked and led strategic integration planning, create and run integration office, drive operational efficiency, improve revenue and launch new solutions with multiple clients worldwide. Consulted clients in financial services, manufacturing, retail, services, telecommunication, high tech and banking. Rated as top performer and promoted consistently and ahead of average curve.